senior workforce reporting and analyst
Etisal International - Saudi Arabia
Total years of experience :11 years, 9 Months
Ø Monitoring all queues/skills and transferring support from other areas according to service level needs.
Ø Monitor staff adherence to the schedule
Ø Ensure the implementation of actual shrinkage compared by budget.
Ø Deliver group of reports that gives clear indication for all customer care queues figures & staff productivity during the day to day activities.
Ø Tuning the work force needs on daily basis to ensure the best use of resources and highlighting gaps; coming up with several proposals to fill the impacted intervals in the peaks.
Ø Overtime plan recommendation
Ø Update all changes happened during the day and overnight on the WFM System in-order to not affect advisors performance reports. (I.e. conformance, break move etc….)
Ø Communicate with IT; by reporting any technical problems regarding calls or agent activities
Ø Monitoring all queues/skills and transferring support from other areas according to service level needs.
Ø Monitor staff adherence to the schedule
Ø Ensure the implementation of actual shrinkage compared by budget.
Ø Deliver group of reports that gives clear indication for all customer care queues figures & staff productivity during the day to day activities.
Ø Tuning the work force needs on daily basis to ensure the best use of resources and highlighting gaps; coming up with several proposals to fill the impacted intervals in the peaks.
Ø Overtime plan recommendation
Ø Update all changes happened during the day and overnight on the WFM System in-order to not affect advisors performance reports. (I.e. conformance, break move etc….)
Ø Communicate with IT; by reporting any technical problems regarding calls or agent activities
Determines requirements by working with customers.Answers inquiries by clarifying desired information; researching, locating, and providing information.Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
Determines requirements by working with customers.Answers inquiries by clarifying desired information; researching, locating, and providing information.Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
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