I've been working with Workforce Management for 8 years now, i'm proficient with RTA, Forecasting and Scheduling, Capacity Planning and working on reports for clients and different projects. I'm very passionate and dedicated when it comes to work, and able to handle multi-tasked jobs; multitalented; artistically creative; and highly motivated to perform tasks; good and effective in both verbal and written presentations; have sense of humor that can communicate or interact with people; willing to learn new skills; have pleasing personality; can manage my time properly; computer literate (proficient in MS Word and MS Excel).
Workforce Management Job Cost Overview
Typical total cost of oDesk Workforce Management projects based on completed and fixed-price jobs.
oDesk Workforce Management Jobs Completed Quarterly
On average, 5 Workforce Management projects are completed every quarter on oDesk.
Time to Complete oDesk Workforce Management Jobs
Time needed to complete a Workforce Management project on oDesk.
Average Workforce Management Freelancer Feedback Score
Workforce Management oDesk freelancers typically receive a client rating of 4.76.
With 8 years experience on BPO industry, I have experienced almost all position starting from the bottom level up to workforce management. During the experience, I have been a team lead and a trainer for operations which I helped on agents' personal development and support operations to achieve their contract goals. My role with workforce management is to support operations on proper execution of staffing plans, break management and real-time queue watch to ensure agent efficiency, and to handle shrinkage such as leaves, proper use of phone auxes, real-time schedule adjustments, and break patterns. I am in pursuit of a full or part time position on any profession that may require my experience that may help your company achieve service excellence.
For almost 5 years, I've been working as a Workforce Analyst. I analyze historical performance to make forecast on the incoming calls or tickets and I also manage schedule changes, make reports for operations so they can track all non-adherent agents in the production, manage scheduling process, and real-time approval of VTOs, meetings and other OFF-Phone Work Activities. I am very good in Excel program, CMS, eWFM and Verint. In this line of work, realtime decision making is a must and must be accurate because it will affect the outcome on the production. I work in a timely manner and very keen to details.
Over the last year, i was able to create data analysis templates(Excel Based), accomplish basic workforce planning and Resource Planning. I am a Real time Analyst by profession but is currently doing basic Resource Planning for Contact Center setting. based from actual day to day performance, I have made several recommendations that greatly improved business process. I am also skilled with basic forecasting.
7 years in Workforce Management, launched various accounts (AT&T, Expedia, Adobe, Time Warner Cable, Research In Motion, Caesars Entertainment, Hawaiian Airlines, 1-800-Flowers), MS Excel proficient, with supervisory and account management skills.
Worked with different clients especially BPO clients. Has great work ethics. Can work and be efficient 100% without supervision. Can work with different tools provided by client. Can learn and highly trainable. Computer Savvy
I have been working as a Manager in a Leading organization of Pakistan with its offices in Gulf Countries who deals in BPO (Business Process Outsourcing) and Business Implementation. I have vast experience of Customer Services, Workforce Management, Business Planning, Business Analysis & Reporting.
Over the last 5 years, I have developed my skills in real time management, workforce management (capacity and resource planning) and reporting (Microsoft Excel). Managing and improving KPI's (Key Performance Indicators) are my main goals. I've also attended the following trainings; Workforce Management Overview Time Management Queue Management for Coaches Managing AHT and Service Levels Managing Schedule Adherence Managing Team Metrics BTP Practical Application (Billed To Paid) BTT (Basic Training for Trainers) IEX Intraday Management IEX Real-Time Adherence Impact Calculator Introduction to Business Objects Root Cause Analysis Variance Management Practical Application Business Reviews (GMR, CBR and WBR) Managing Conflicts Flawless Execution IEX R4 Training Forecasting
I've been in the call center industry for 8 years. I have handled different lines of business. I've done chat support, telemarketing, technical support for DSL connection, customer service for an Australian account and currently as a Workforce Management Specialist. I hope that you'll consider my application. I wont let you down. Thank you.