Workforce Management Specialist - Soaren US Campaign - Redial BPO
(2025-01)
- Preparing client billing register for the site.
- Responsible for agent onboarding and offboarding on client systems.
- Forecasting and scheduling.
- Intraday Reporting.
- Real time adherence monitoring.
- Optimization of daily schedules in real time.
- Liaise with the client on staffing needs and development prospects.
- Responsible for Operations and WFM synchronization.
- Management of WFM Ring Central tool.
Global Real Time Analyst - iView Command Centre - Ison Experiences
(2023-08 - 2025-01)
- Creating daily schedules that include breaks, lunches, meetings and other performance off-call activities.
- Optimization of daily schedules in real time.
- Ensuring Client requirements are met through ensuring the required number of agents is on calls and is productive.
- Sending out performance reports that include after call work, average handling time, hold time and other performance reports.
- Creating performance dashboards
- Real-time monitoring of multiple accounts
Real Time Analyst - Merchants Dimension Data
(2021-08 - 2023-06)
- Creating daily schedules that include breaks, lunches, meetings and other performance off call activities.
- Optimization of daily schedules in real time.
- Ensuring Client requirements are met through ensuring the required number of agents is on calls and is productive.
- Sending out performance reports that include after call work, average handling time, hold time and other performance reports.
Call Centre Agent - Comcast U.S Campaign - Billing and Technical Department - Merchants Dimension Data
(2021-02 - 2021-07)
- Taking payments
- Bill explanations
- Troubleshooting
- Answering basic customer service queries
- Upselling
Retentions Call Centre Agent - CCI
(2017-12 - 2018-12)
- Bill explanations
- Answering basic customer service queries
- Retaining of customers through upselling
