Lead a team of 15-20 Real time Analysts (RTA) across multiple accounts and locations in understandingoperational metrics that would enable them to interpret, analyze and provide recommendations onreports that are being published to operations and senior teams.Upskilled Analysts and Lead (RTA / Reporting) in automation of reports to improve efficiency.Carried out regular One on ones and monthly / quarterly reviews with RTA to manage performance. Managed change and transformation to contract/deliverables. Worked across all departments to enableregular feedback and alignment to client KPI's.

During my time in this role, I have gained in-depth experience of the WFM processes and i worked closely with the Operations teams to track, analyse and report on performance etowards client KPI's. In this role, I have formed relationships with all the different departments within Convergys including the client, HR, NI response team, Training, WFM schedulers and the Operations teams & Team managers.As part of my role here in CVG I also manage two real time analysts who work across our multiplecampaigns. I provide ongoing training and advice to the RTA's to ensure they have the tools and supportnecessary to complete their roles.More recently, I have help train new Intraday Coordinators in Bredbury and Dublin sites as part of the BTcontract. This involves ongoing training and support when the team require it.In Derry, in coordination with client services I helped roll out a contract of 170 FTE and am currentlyworking on a new contract of 60 FTE. This includes creating staffing plans and schedules to meet clientrequirements. Also helping to identify and resolve any challenges that we encounter.

• Work closely with senior management to drive efficiency through WFM processes and monitor against mid-month and initial forecasts, flagging any potential issues. • Manage and ensure delivery of real time plans, ensuring the different accounts are meeting targets and deadlines• Work with key stakeholders daily to ensure real time processes are followed and adhered to• Work with different departments to ensure adequate staffing to meet client demands, (training recruitment, WFM capacity planners)• Create daily reports for operations team to monitor intraday performance across different LOB• Daily/Weekly calls with client to review current and monthly performance • Ensure effective use of resources and systems including IEX, Webstation • Ensure appropriate exception codes are entered to maintain accurate real time reporting data • Using data to resolve queries or to highlight any possible issues to operations and support teams• I recognise and recommend operational and support improvements where necessary • Provide training where necessary and have trained across different accounts, BT Bredbury, EE. Upskill current and any new members on site around WFM function and requirements • Sound knowledge of internal financial deliverables and work closely with senior members to set realistic targets based on current performance and data trends

Monitoring agent schedule adherence using real-time adherence software and call out non-adherent events to Operations. Coordinate with WFM and other Traffic Analysts on the same campaign to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day. I work closely with Operations Management on a daily basis to assist them in enforcing schedule adherence and call time threshold guidelines for the campaign. I inform Operations management so decisions can be made regarding OT, EWOP, and off-phone activities with up-to-the-minute daily statistics. Provide historical reporting compilation as required by the campaign. I have 2 years experience working with tools such as Avaya CMS phone system, Blue Pumpkin and WFM.