Specialize in Workforce Management
Client Side- Meet the Service Level Agreement- Weekly Busines Review- Performance Analysis- Quality Analysis- Business/Seat Capacity Assessment- Business Costing (Client Billing Side)
Operations Side- Provide good and efficient direction to the Supervisors and Subject Matter Experts and Quality Team - Provide weekly Coaching Analysis - Meet and Exceed Client Expectations on an agent level- Incentive planning, budget, and analysis
Planning / Scheduling - Monthly / Quarterly / Yearly Staffing Plan - Shrinkage AnalysisScheduling - Analyze / Plan Scheduling and Capacity Assessment for employee headcountRealtime Analysis- Analyse Actual Staffing vs Volume/Workload details- Provide OT recommendations based on the Volume/Staffing Need- Provide actual intervention to efficiently manage Service Level AgreementReports Analysis - AHT, SL%, Attendancece, - PPT for Weekly, Monthly, Quarterly, and Yearly Business Review
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