Christopher Jacobs Email & Phone Number

Cape Town Area, South Africa

Ensure staffing levels match requirements based on call arrival patterns while taking all necessary shrinkage into account. Monitor adherence to agreed assumptions and make recommendations where applicable whether internal or external with client.-Provide guidelines in terms of current staffing levels as well as advice on future needs.-Draw reports from the WFM system (Genesys), as per business requirements.-Generate and distribute timely and accurate reports to the operations team.-The capture and amendment of staff information to keep call center database updated and accurate-Forecast and scheduling staffing requirements accurately and advise CCM’s of any potential problems and suggest reasonable solutions taking into consideration the customer requirements across multiple site (Cape Town,Melbourne,Perth and Auckland ).-Analyze data regarding call volumes and staffing levels in order to accurately schedule work force to meet changing client requirements on an ongoing basis.-Provides management and staff with effective, functional schedules in a timely manner.-Produce and make available daily, weekly and monthly reports to the CCM’s and Team Leaders’ where appropriate.

Cape Town Area, South Africa

• Real time monitoring of adherence• Daily reporting on ACD,AHT and other call centre metrics• Identifying issues that might impact the service levels• Reviewing performances across skill sets and recommend real time changes• Adjust real-time schedule to accommodate extra time• Assisting scheduler with planning and doing planning for back office departments