My Mission as a WFM Manager in Global & Strategic Accounts is to manage a team of workforce specialist & provide clear guidance to the team and push for “proactivity” posture. With the below responsibilities: • Subject matter expert (SME) & consultant in internal WFM Tool• Owner of Onboarding & training of New Hires (WFM).• Owner of WFM Process Documentation from creation to implementation (Policies that impact Workforce & Operations positively) including Continuous improvement Processes.• Owns the development and implementation of staffing and metric models, reporting and analysis (QA - Quality Assurance) • Owner of Workforce Engagement Management (creating the workplace conditions so that employees can give their best each day; committed to the organization’s goals & values, motivated to contribute to organizational success, and enjoy an enhanced sense of well-being)• Develop reporting processes, dashboards and presentations to fulfill senior leadership & Client reporting needs.• Communication with Account Management, Operational Management, and other departments to ensure compliance with Contractual KPI’s and company dialing standards.• Owner of recurring meetings with all stakeholders to provide status check point on SOW & KPI performance, provide best fit recommendations and scenarios if any revisions or implementations are required due to product launch new line of business.

- Administers standards for effective job performance and evaluates subordinates according to such standards- Responsible for coaching, developing, and engaging team members daily creating a positive and productive work environment where team members can succeed.- Develops and maintains documented procedures for WFM Team - trouble shoot system problems- Partners with the Manager of WFM & Communication, as well as the Learning & Development team, to develop & maintain workforce management analysts- Supports the Manager of WFM & Communication in the maintenance of an effective organization for the area(s) of responsibility, including establishing performance standards; effective delineation of duties and responsibilities; ensuring that staffing in each location is efficient to maintain operational objectives- Proactively monitors, addresses staffing, and tracks overs and unders.- Administers/Audits policies and procedures to ensure data accuracy and maintain system integrity in WFM Service Tool.- Maintains effective communication with other departments when WFM Team procedures impact them. - Strong interaction with operations, human relations, and payroll segments. - Incorporates advancements when practicable and cost-effective- Directs the preparation of records as well as recurring and special reports and analyses for areas of responsibility- Participates in the development of short- and long- term goals and plans for work group. Complete mid-year reviews and annual reviews as required- Oversees the team workload and ensures work is distributed appropriately and that all standards are met on a daily, weekly, and monthly basis. Delegate responsibilities to team members as appropriate. - - - Ensure service levels are met- Maintains records related to work group performance, attendance.- Prepares or assists in the preparation of related reports. Conduct or participate in the analysis and resolution of operational issues

Leads professional staff to ensure efficient utilization and development of resources by establish and maintaining communication channels to ensure scheduling and resources are met.Ensure accurate and timely communication, provide guidance and perform continuous monitoring to ensure consistent achievement of performance metrics for WFM SchedulersUndertake performance reviews and team meetings, ensure all relevant communications and data are updated and recorded.Maintain up-to-date knowledge of industry developments and involvement in networks Conducting effective planning to maximize the productivity of resources (people, technology etc.)Collecting and analyzing call-center statistics, developing strategies for Optimization and continuous improvement.Work a cross functionally with other department leaders to ensure that the objectives of the business are being met and outcomes are being delivered

Analyze schedules, workload and resource forecasts through the use of PC and mainframe computer applications such as: IEX, Microsoft Excel.- Develop reports and perform historical trending research.- Monitor and evaluate organizational performance by developing indicator graphs and reports.- Build reports and schedules to assist in developing the organizations Work Plan and revise schedules to recover from emergent events.- Ensure adherence to standard policies, programs, processes and scheduling protocols.- Interface with other departments and within the department and represent Work Management regarding process and procedural issues

Customer support and Platform education- Mediation of Conflicts- Settlements and resolutions- Missing payouts / payments and double charge reports

Trainer and Senior Technical Support for UK European and Israel Markets :- Rapport to software engineers word wide ( data analyses and report of metadata)- Development of software solutions- Customer Care and call handling- Mediation of conflicts , inherent tasks as senior managerand inherent task of a trainer and floor support

- Administrative tasks inherent to the function (including invoicing and accounting)- Orders / Stock Management- Workout sessions (fluency practice classes and vocabulary)- Manual Classes- Student recruitment- Preparation of study plans-WSE Branding and Marketing

- Administrative tasks inherent to the function (invoicing of health subsystems, verification of medicalexams and presciptions)- Customer Support / Complaint Management- Support and training of new employees / Recruitment and selection of employees- Transcription of medical reports (Obstetric ultrasound)- Preparation of patients before and after exams

- Prospecting of new Customers- Customer Support / Claims Management- Financial Approval with credit institutions and all the process inherent .- Elaboration of legal contracts- Backoffice- Preparation of personalized study plans- Monthly meetings with customer with presentation of on going results and future goals- Cross Sales and Marketing actions

- Complaint Management- BackOffice- Billing- Recruitment and selection of employees- Marketing and Cross Sales

- Consultant in the area of implementation of quality systems and quality standarts :ISO 9000HACCP- Prepararation of samples for Clinical trials, analisys and statitic analyses of the results- Statistical treatment of lab results, for legal entities and private customers- Education and customized training of individual or collective enterprises in the implementation of good hygiene practices and food handling and HACCP

- Biochemical Analysis- Hematological Analyzes- Microbiological Analysis of Fluids and Biological Tissues- Prepararation of samples for Clinical trials, analisys and statitic analyses of the results

- Prepararation of samples for Clinical trials, analisys and statitic analyses of the results-Microbiological Analysis of Food , Drinking Water and / or Swimming Pools-Chemical Analysis of Food, Drinking Water and / or Swimming Pools and / or ETARES- Institution of HACCP in Private Institutions (eg Restaurants, local commerce, Elderly Homes)-Development of a Research Project under the Final Project for a Degree in Biochemistry