Nthabiseng Saka

Please refer to my cv

Scheduling

 Queue monitoring of 12 Geographic’s

 Monitoring, recording, and escalating real-time schedule adherence incidents

 Monitor the key performance indicators (KPIs) and provide alerts when any metric is out of the target.

 Take actions before events that affect the indicators (change the routing profile or skill, re-

assign the task to the resources, re-scheduling lunchtimes or break times, pre-shift,

coaching sessions, etc.)

 Notify the supervisors of agents outside of their schedule (absenteeism, tardiness, lunch and break out of time, or excess of lunches or breaks).

 Provide alerts for atypical call volume (volume increase or decrease)

 Follow up on the status of the agents and maintain control of the AHT.

 Ensure that the work tools are working correctly, both management and operational.

Reports

 Build, modify, update, analyze and interpret the content of reports.

 Daily update of operational management reports (attendance, performance, executive reports, among others

 Daily update of the WFM reports (accuracy in the intraday forecast, incident report, among

 Evaluate and detect deviations and propose continuous improvements.

Higher certificate in Logistics and Supply Chain Management