Ebram Shehata Saadalla

Europe, the Middle East and Africa OMDFull Time

• Job Details:• Manage call volume, daily attendance, and program break schedules • Manage non-productive time request process, ensuring activities are planned without impacting SLAs • Monitor agent status in real-time and take action to keep workforce utilization optimal • Responsible for achievement of schedule adherence, utilization & occupancy target • Monitor and analyze key performance indicators and trends to forecast, reschedule, and adjust staffing levels. • Track and compare forecasted and actual center statistics • Evaluate adherence and take action to improve performance • Collecting and disseminating data reports according to use • Produce daily, weekly, and monthly internal and external reports, accurately and timely • Using spreadsheets and/or build Power BI report to improve reporting efficiency, provide streamline reporting and help improve data analysis • Create & maintain up-to-date work instructions and processes as per standards • Work closely with the operations team to analyze and help improve their service delivery performance • Ensure Ops team members are correctly mapped on ADA • Assist with projects and other duties as requested or assigned