•Analyzing and identifying problems through observations and interviewing client’s employees, stakeholders as well as the Management team;•Formulation of hypotheses in relation to identified issues,
•Provide immediate, short and long time recommendations,•Research and data collection,
•Preparing business proposals and presentations,
•Conducting workshops,
•Managing projects and programs.

•Manage a skilled team of talents who are responsible of providing daily support to a call centre size of 100 seats.•Areas of support includes: call centre’s operational support, workforce planning, daily statistical production & feedback, Avaya ACD administration and Verint – Quality Monitoring.•Managing all projects deployed from inception to completion. Projects ranges from the implementation of a new solution to the setting up of new call centres in the Asia Pacific region.

• Responsible for analyzing, reporting, and developing recommendations on data. • Responsible for the extraction and analysis of service operations information regarding inbound call centre.• Perform analysis and reporting on service operational performance improvements. • Uses multiple sources of data, analyzes trends, reconciles data, and identifies areas for improvement. • Performs research and assists in analyzing algorithms to determine department specific utilization and efficiency patterns. • Prepare and reconciling of transaction data for billing purposes.• Provides statistical data trends to management in order to meet monthly and quarterly compliance reporting. • Assist in the designing and implementation of systems and programming to analyze and report findings.