Biography

Manager - WFM Handling a team of WFM real time experts who are responsible for recommending workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives. Conduct analysis and recommends solutions to improve the performance and efficiency within the operational business units. Responsible for recruiting, interviewing, hiring, and training of personnel for the Workforce Management functions. Responsible for staff coaching and evaluation, delivers feedback, discipline, counselling, and performance reviews. First point of escalation for onshore and business partners. Develops and establishes Workforce Management performance goals and assesses performance goals at the direction of the leadership. Oversees the process and development of all contact centre schedules and ensures that the call centre is efficiently staffed to meet service metrics agreements. Create reports and dashboards that demonstrate performance to target. Responsible for delivering Value add/transformation/automation services.