• Primary local administrator of the EU workflow tools including the ACD system.• Build, coordinate, and accurately maintain CSA schedules, ensuring that shifts are optimally planned to meet the sites short term forecast requirements whilst taking into account the CSAs' preferences, working hours and vacation requests.• Analyses 30 minute interval level schedules against workload requirements to identify the optimum times to plan CSA non-productive activity.• Communicates daily with Real Time Analysts (RTA), Senior Workflow Analysts (SWFA) and Local Operations teams regarding schedules. This includes but is not limited to discussing scheduling shortages, shift changes, and soliciting overtime to fill scheduling shortfalls. Makes recommendations to change shifts to improve service levels.• Monitoring actual staffing levels against plan, coordinating with the EU CS RTAs and SWFAs and taking the relevant corrective actions as required.• Analysing and reporting on deviations to the short term plan for the assigned site.• Tracks, monitors and analyses CSA adherence to assigned schedules.• Coordinates with Team Managers and Leads to identify CSAs who are out of adherence, so that they may be returned to a productive state.• Monitor adherence to AHT (Average Handling Time) and CSA productivity and escalate any areas for development or recognition.• Specifically monitor adherence to Locked Contacts and Follow Up Email Queues• Ensures the EU CS WF team service levels (EU WF inbox and tickets) are delivered. • Leads regular local workflow meetings with Operations team.• Communicates and interfaces with Operations and Support functions to provide internal customers with information/data needs in a timely manner.• Evaluates and implements opportunities for improving workflow processes and automation of processes.• Works in partnership with the EU and business wide Capacity Planning team to build strong relationships and drive process improvement and consistency.

Supporting operations productivity for approx. 400 work from home Associates working on two marketplaces (Italy and Spain) by training team managers on any productivity related field and providing analyses on key productivity KPIs.

As a member of the productivity team, my role is to provide regular and add-hoc reports on key KPIs (such as CPH, AHT, shrinkage, adherence), provide deep dive analyses and create and implement solutions to operations for approx. 600 remote agents working across two different market places.My Areas of expertise are analytical and attention to details along with a passion to share knowledge with others and being a team player.

• Primary local administrator of the EU workflow tools including the ACD system.• Build, coordinate, and accurately maintain CSA schedules, ensuring that shifts are optimally planned to meet the sites short term forecast requirements whilst taking into account the CSAs' preferences, working hours and vacation requests.• Analyses 30 minute interval level schedules against workload requirements to identify the optimum times to plan CSA non-productive activity.• Communicates daily with Real Time Analysts (RTA), Senior Workflow Analysts (SWFA) and Local Operations teams regarding schedules. This includes but is not limited to discussing scheduling shortages, shift changes, and soliciting overtime to fill scheduling shortfalls. Makes recommendations to change shifts to improve service levels.• Monitoring actual staffing levels against plan, coordinating with the EU CS RTAs and SWFAs and taking the relevant corrective actions as required.• Analysing and reporting on deviations to the short term plan for the assigned site.• Tracks, monitors and analyses CSA adherence to assigned schedules.• Coordinates with Team Managers and Leads to identify CSAs who are out of adherence, so that they may be returned to a productive state.• Monitor adherence to AHT (Average Handling Time) and CSA productivity and escalate any areas for development or recognition.• Specifically monitor adherence to Locked Contacts and Follow Up Email Queues• Ensures the EU CS WF team service levels (EU WF inbox and tickets) are delivered. • Leads regular local workflow meetings with Operations team.• Communicates and interfaces with Operations and Support functions to provide internal customers with information/data needs in a timely manner.• Evaluates and implements opportunities for improving workflow processes and automation of processes.• Works in partnership with the EU and business wide Capacity Planning team to build strong relationships and drive process improvement and consistency.

Support the delivery of service levels, and productivity targets for intermal/external site and EU marketplace supported by: • Continuous real time intraday monitoring of incoming and outbound contact volumes and service level • Managing network capacity by half hour interval as per the short term plan to achieve service level, cost and productivity goals • Making real time ACD contact routing changes to drive implementation of the short term plan • Analysing and reporting on deviations to the short term plan using the tools available to deep dive into root cause of the variation • Ensure changes in incoming contact patterns are highlighted to Operations/Senior Workflow • Reporting and real time communication of incoming contact volumes versus plan and service level performance at regular intraday intervals • Real time communication to the Operations teams on actions required to optimise performance. Produce and communicate service level, contact distribution and/or productivity action plans, working alongside the Operations teams to take relevant corrective actions as required • Monitoring actual staffing levels against plan, taking the relevant corrective actions as required to drive achievement of service level, cost and productivity goals • Monitor compliance to intra-week and intra-day CSA schedules and call out any instances of non-adherence to the Operations team • Specifically monitor adherence to Locked Contacts and Follow Up Email Queues • Implement profile changes for CSAs as required to optimise achievement of service level and productivity goals • Supporting the training and coaching of colleagues in real time monitoring skills • Develop strong relationships with all internal nodes and co-sourcer sites for the FR marketplace supporting driving effective network capacity management & sharing best practice • Builds and maintains strong relationships with key stakeholders to ensure shared objectives are met