Edwin Omurwa

Workforce Management Specialist

Talent

Nairobi, Nairobi AreaMember since December 2, 2022

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About

A dynamic senior manager with extensive operations and Workforce management experience within the Call centre /BPO industry. A competent strategist capable of developing innovative plans and activities designed to facilitate competitive growth and competitive superiority. Possesses excellent interpersonal, communication and negotiation skills, the ability to influence decisions and to develop positive relationships both internally and externally.

Enjoys being part of, as well as managing, motivating, training and developing, a successful and productive team and thrives in highly pressurised and challenging working environments.

Experience

I have 7 years’ experience working in a high pressure contact centre in customer service environment delivery and other support departments; I believe that I have got the needed skills to excel in this position. I also possess several operational techniques and relevant leadership skills needed for this position.

My expertise in contact center operations covers training, quality, workforce management(Planning,Scheduling and Forecasting), MIS reporting, process improvement, compliance, auditing and operations in service delivery. On MIS reporting, I am responsible for covering over 15 Inbound and Outbound clients reporting needs on a daily basis from requirement gathering process to respective reports covering client’s specific needs, scope, and campaign operational management. They included Tel Cos, insurance, consumer electronics.

The above experience has given me valuable knowledge on improving service, quality, customer satisfaction, and increasing revenue and profitability while reducing the costs.