Total des années d'expérience: 12 Années, 6 Mois
juillet 2018
A septembre 2020
senior workforce reporting and analyst
à Etisal International - Saudi Arabia
Lieu :
Arabie Saoudite - Jeddah
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 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
juillet 2013
A juillet 2018
work force specialist ( Analysis and reports )
à Etisal international
Lieu :
Arabie Saoudite - Jeddah
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 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
août 2012
A juillet 2013
call center representative
à Etisalat international
Lieu :
Arabie Saoudite - Jeddah
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.
janvier 2009
A août 2012
call center representative
à rawasisys
Lieu :
Arabie Saoudite - Jeddah
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.
Partager sur Facebook
Partager sur Twitter
Partager via Email