Operation Support Director
Majorel KSA
Total years of experience :15 years, 1 Months
- August 1, 2012 as Head of Workforce Management & Real
Time Adherence - Zain Company.
Responsibilities as following:
• Schedules front and back office staff ensuring sufficient
resource availability
• Manages algorithms, breaks, illness and staffing
changes within short notice
• Provides feedback to Operations team on capacity
requirements and constraints
• Trends analysis throughout the daily call intervals
• Schedules the CSR's and team leaders and makes sure to provide their convenient scheduling
• Calculates shrinkage
• Creates and/or reviews volume and handles time
forecasts
• Sets agents requirements like the earliest and latest
start and stop times, number of breaks
• Defines weekly and daily work rules
• Analyzes agent availability and utilization rates
• Determines if staffing levels are correct, and if not,
devises a staffing plan to meet objectives
• Develops scheduling strategies for maximum utilization of available staff
• Observes real time management practices and offer
suggestions for improvement
• Handles vacation planner in the WFM system to plan the yearly vacations and holidays (and other defined
vacation types) for agents.
• Insures the availability for the schedule real-time
adherence
• Logs the schedule attendance and working adherence.
• Defines the contact centre schedule exceptions and scheduling rules and specifications
• Makes sure to setup the schedule according to the business requirement
• Provides management reports that has gap analysis according to the forecasted schedule and the real-time
schedule
• Collects the CSR's information's and making sure that
s/he has the latest updates on people skill levels.
• Manages staffing ratios and seat utilization/optimization to ensure call center Goals.
• Builds effective working relationships with internal
department
• Schedules front and back office staff ensuring sufficient
resource availability
- May 1, 2011 until August 1, 2011 as Quality Assurance Senior
Officer
Responsibilities as following:
• Monitors and evaluates CSR and operational quality
performance in compliance to predefined standards
• Performs 1:1 coaching activities to CSRs and maintain
follow-up
• Develops procedures, policies and standards for core
business operations, and supporting functions
• Initiates, monitors, and tracks all corrective actions and resolutions
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• Conducts internal quality audits, to measure the effectiveness of the quality management system
• Develops automated solutions for monitoring and evaluating the quality standards using MS Access
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• Promotes quality awareness amongst the Operations
Department
• Develops and analyzes quality performance reports
• Develops account Scripts and FAQ's
• Develops evaluation forms and checklists
- August 1, 2011 as Workforce Management Senior Officer.
- April 2, 2010 until May 1, 2011 as Quality Assurance Officer.
February 2005 to January 2009 BA degree in Computer Information System from Al-Ahlaiya Amman University Amman - Jordan
Courses August 2008 C#.Net, European Institute Amman - Jordan
Basic Education 2004 - 2005 Secondary / High School, Islamic Scientific College.
