khaled Elsayed Saleh

WorkForce Supervisor Full Time

• Job Details:Responsible for managing and the RTM teams for four different campaign Expedia.ca project “4 Line of businesses”, Wind Canada “4 Line of businesses”, Vodafone Egypt “3 Line of businesses” which required controlling each project workforce related KPI`s and clients requirements.  Building a team that effectively supports client requirements and demands including the SLA%, Productive hours and Interval Compliance.  Driving the development of superior controlling system for all the agents KPI`s which contains Adherence, Punctuality, AHT, AVG hold time, Absenteeism Rate, AUX time and occupancy.  Leading workflow distribution and floor management to ensure service levels are satisfied.  Administer performance control by diagnosing improvement opportunities, providing effective feedback, training, professional development, and corrective action plans.  Conduct group training sessions on Workforce related KPI`s for the agents and the manager to raise their awareness by the workforce business nature  Coordinate with the operation by giving them the updates on daily and weekly basis to make it easier for the KPI`s Management,  Review call center statistics to measure staff performance and the need for improvement.