Ethan Freeman

Workforce Management (Real Time Analyst) at Teleperformance (2025-01 – Present)

Real-time monitoring and management of agent availability, adherence to schedules, and service levels. Making intraday adjustments to staffing and identifying escalation issues. Providing regular updates on KPIs and identifying areas for improvement.

• Real-time monitoring: Tracking agent availability, adherence to schedules, and service levels (e.g., call /chat wait times, response times)
• Intraday adjustments: Making immediate changes to staffing or schedules based on real-time data to address unexpected fluctuations in workload or agent availability
• Alerting and escalation: Identifying and escalating issues that could impact service levels, such as system outages or high call volumes
• Reporting: Providing regular updates on key performance indicators (KPIs) and identifying areas for improvement
• Manage the call volume, daily attendance and program break schedules
• Assist with creation if metrics and targets for services
• Work closely with the operations team to analyze and help improve their delivery processes
• Generate ideas for process and service improvement planning
• Produce daily, weekly and monthly internal reports
• Use trends and reports to forecast requirements
• Assist with projects and other duties as requested or assigned

Customer Service Advisor (Monzo bank) at Teleperformance (2022-02 – 2025-01)

Provided customer service support for Monzo bank through multiple communication channels.

• Inbound calls
• Bank account related queries
• Outbound calls
• Live chats

Customer Service Advisor at WNS - PAXI (2020-06 – 2022-01)

Provided customer service support handling inbound and outbound communications, email correspondence, and CRM case management.

• Inbound Calls
• Outbound Calls
• Email Correspondence
• What'app messages
• Zendesk
• CRM cases

General Worker at COLAS Engineering (2019-01 – 2019-06)

Assisted in road maintenance operations and equipment operation.

• Assist in Conducting of Road Maintenance
• Operating Machinery equipped for road tarring
• General duties

Shelf Packer at Pick n Pay Cape Gate (2018-11 – 2019-01)

Responsible for shelf packing duties and ensuring product availability.

• Shelf Packing duties
• Ensuring availability of stock in aisle
• Pulling of stock from storeroom
• Ensure Aisle is neat and tidy

Senior Certificate in Grade 12/Matric – EbenDonges High School (2018-11)