Adrien L. Email & Phone Number

Caen, Normandy, France

Cork

• 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.
• 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.
• 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.

Cork, Munster, Ireland

Ireland

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.

Cork

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.

Cork, County Cork, Ireland

• 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.
• 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.
• 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.

Cork

• 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

Bachelor - Bio Production And Food Processing Engineering (With Honors), Food Science And Technology

Competences learned: * Gain control of all unit operation activities and of the main food transformation processes; * Ensure and validate.

Prince2 Registered Practitioner Certificate, Project Managment

Diploma Of An Institute Of Technology Of Biologic Engineering, Food And Technologic Industry