Antonia Cowan Email & Phone Number

• Responsible for the forecasting and scheduling across a multi-site, multi-channel contact centre
• Leading and supporting the scheduling team in increasing scheduling efficiency
• Ownership and improvement of all forecasting and scheduling through Noble ShiftTrack Workforce Management
• Analyse historical data to create accurate forecasts across all 3 of our sites.
• Improving forecasting models to increase forecast accuracy to +- 5% for all inbound volume
• Create staffing and service level forecasts on a weekly/monthly basis to ensure optimal staffing levels

Dublin, Ireland

• Responsible for the scheduling and tracking in a multi-channel contact centre that has associates located in different offices across the globe.
• Ownership and improvement of all scheduling through Aspect Workforce Management..
• Create staffing and service level forecasts on a weekly/monthly basis to ensure optimal staffing levels
• Prepare agent schedules in accordance with the forecast and assign schedules to employees.
• Optimise daily work schedules and maximise agent productivity.
• Create annual leave allowance in accordance with forecasted volumes.

County Dublin, Ireland

• Supervising contact center agents and providing daily coaching, mentoring and technical assistance.
• Provide PCI DSS (Payment Card Industry Data Security Standard) support to all agents and customers.
• Responsible for working customer escalations to defuse difficult situations and deliver best in class customer service.
• Responsible for evaluation of agent calls against defined criteria for quality, efficiency and customer service.
• Provide feedback to agents and coaching to address performance gaps

County Dublin, Ireland

• Handling inbound customer contacts from SME’s and assisting them through the process of Achieving PCI compliance.
• Working outbound customer contact campaigns for key business initiatives.
• Delivering best in class customer service.
• Engaging in active listening techniques to identify customer issues and resolve them as efficiently as possible.