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Workforce Scheduler
Foundever• January 2024 - Present• Lisbon, Portugal (Remote)
Working remotely with WFM Portugal team, Creating and maintaining project schedules, monitoring progress, and identifying opportunities for improved efficiency.
Scheduling and Planning Analyst
Teleperformance company• October 2022 - January 2024
Creating and maintaining project schedules, monitoring progress, and identifying opportunities for improved efficiency. Analyze workforce data to identify trends and patterns and make recommendations for improving staffing levels and productivity. Develop and maintain accurate workforce forecasts to ensure that staffing levels meet business needs. Collaborate with managers and HR to create staffing plans and manage recruitment efforts. Ensure schedules are generated on a regular basis to maximize efficiency of resources. Capture, store and report on historical statistics. Use workforce tools (IEX - Genesys) to optimize scheduling and ensure efficient use of resources. Calculate the requirements based on the forecast using different modules like Erling C and workload. Monitor and report on key performance indicators (KPIs) to track progress and identify areas for improvement. Communicate schedule changes and updates to stakeholders.
Real Time Analyst
Teleperformance company• January 2022 - October 2022
Monitoring and managing the real-time performance of contact center operations. Ensure that service levels are met and customer satisfaction is maintained. Helping the operation to achieve service levels by monitoring the queue real time. Provide the needed reports to help the operation to track agents performance such as (AHT - Utilization - ABS - ACW - Attendance). Analyzing root causes of service level issues, and communicate with stakeholders to ensure that appropriate actions are taken to resolve issues and maintain service level goals. Attention to details and identify trends and patterns in call center data and provide insights that drive decision-making improve overall performance.
Education
abdoash5474 has not updated education details yet.