Responsibilities:

• Responsible for managing teams of reporting and real-time analysts.

• In charge of meeting daily, weekly and monthly service level targets by monitoring at intra-day level and providing accurate and timely reports.

• Maintain and update staffing database for scheduling and capacity planning,

• Working with various departments to supervise monthly billing and invoicing process, provide payroll inputs of staff work hours and performance incentives, prepare resource forecast and seat planning.

Achievements:

• Month-on-Month improvement in Service Level attainment and Agent Productivity by designing Operational dashboards that helped Operations Team manage team performance.

• Increased capacity of support personnel such as WFM, QA and Training teams by upgrading and automation of reporting workload.

Responsibilities & Achievements:

• Assigned to remotely support a project in Malaysia to help with developing and automation of workforce management templates used for day-to-day contact center operations in the mobilization phase of the project.

• Primary person of contact for capacity planning, scheduling and daily performance reporting.

• Relocated to Malaysia to supervise two teams of real-time analysts.

• Key Deliverables include real-time monitoring to ensure attainment of operational SLAs; Hourly and daily reporting to analyze factors affecting performance in terms of headcount, volume and AHT; Analysis and management of agent schedule adherence and productivity; Queue-management and skills routing.

• Assisted customers regarding their postpaid accounts especially with billing concerns; Handled basic troubleshooting concerns with mobile phones and other devices; Educated customers of the benefits of using mobile app for understanding their accounts.