Workforce Management (WFM) monitors and manages service levels and staffing, taking steps to ensure site delivery. We responsible for short and long-term planning analysis of historical data to recommend future staffing needs and corrective action in order to achieve SL delivery.Daily Operations:Monitor, manage, and control the production environment. Monitor and react to alerts by managing and performing recovery actions to ensure high level of service delivery at a global scale. Ensure all first response service level agreements (FRSL) are met to provide consistent service to customers. Where FRSLs are missed, or at risk of being missed, collaborate across teams to ensure a "path to green" is identified and followed. Proactive reporting of anticipated FRSL and capacity delivery misses to senior leadership (Ops Managers and Regional Leaders).Execute Capacity Planning strategy with stakeholders. Provide technical support, advice, process improvement recommendations, and implementation assistance to support or program teams on major projects and changes globally. Implement process improvements using standard change management procedures. Scope out the requirements for new metrics and tools. Identify and drive team changes, staffing and training needed to support capacity needs globally. Communication:Escalate all major issues and provide incident and impact assessment summaries to Workforce Manager, BizOps Leader and senior AWS CS Leadership. Provide daily management status reports and metrics, reviewing them daily for trends and potential problems at a globally level. Support the development of internal and external communication across teams with peers on areas such as strategic planning for site-level OP1, three-year plans and roadmap across business teams locally and globally.

Duties and Responsibilities: Strengthen Company's culture to provide the best service to our customers.Quality Assess and Support my team with customer query analysis and escalate where necessary. Identify and Escalate Systemic Issues, ensuring the customer support business work flow models are met. Daily to weekly coaching/feedback with my team to ensure support deliverables are compliant with customer security policies.Strengthen team dynamic to drive and develop a healthy work ethic, resulting in optimal quality output. Identify performance gaps and develop individual performance improvement plans.Identify and isolate negative trends via dev support dashboard i.e. number of Tier 1, 2, 3 Support Cases pending, in relation to number agents and optimize the current resource. Team career planning – identify my team’s career aspirations and set out clear objectives needed to achieve this. Thus driving positive employee attrition. Bi-Weekly reporting to CSM on team performance, performance improvement and career planning. Through our ticketing system, review and schedule coaching with relevant support agent who receives low customer support rating. Review and process agents support requests requiring L4 Lead approval, site wide i.e. Seattle, Dublin, Northern Virginia and Cape Town.

Duties and Responsibilities: As the Senior Application Analyst I provide training to all new support staff members on our EP-Check (Exposed Persons Check) and CMS (Client Management System).Provide senior support of our compliance software via remote tools such as TeamViewer 8,9 &10, GoToMeeting and Webex. Supporting Technologies such as:MS Server 2003/2008/2012MS SQL 2005/2008/2012/2014MS Windows andMS Office 2010/2013Responsible for the client project kick-off, technical specification, SIT and UAT installations, configuration, PROD Implementation, end-user and administrator user training. Responsible for compliance software module activation and configuration procedures. Analysis of client environments providing Microsoft hardware and software specifications required for both Application and database servers.Manage and execute compliance software upgrades required.Support application and database migration where needed. Periodic health checks of client environments to ensure required specification are still met. Manage client request e.g. further development and upgrades.Cross-selling further modules within our compliance software. End-User Training.Administrator User Training.Super User Training e.g. application screening engine, customization and configuration settings.Creating client specific how-to-documentation when needed. Responsible for continuous knowledge transfer to the rest of the support team.

Primary Objectives:Manage team resources and provide regular planning for our ZA and HK Office. Mentoring teams specific support training needs. Accountable for the delivery of projects and ensure timely support and effective delivery is achieved. Reporting Weekly Statistics on Support Cases. Weekly Resource Planning. Establish our Client Service Consulting as a Profit Center. Management and Leadership: Responsible for the delivery of support processes, services and infrastructure for the business unit. Works with all business units to shape the support strategy to ensure the business unit achieves its objectives. Ensure that challenges are identified and met with no adverse impact to our clients. Manage multiple support teams across a matrix structure internationally and ensure all outputs are met within the business units. People Management and Decision Making: Manage both internal and external resources to ensure successful delivery of all day to day services and on-going change programmes in line with the business expectations. Manage teams that comprise of variety of roles and different skill sets. Inspire others to work together to achieve. Managing and motivating high performing teams. Provide clear strategic direction to the team. Reporting: On weekly resource planning. On weekly pending support cases.

Support Technologies:MS Server 2005/2008MS SQL 2005/2008/MS Windows andMS Office 2010/2013. Responsibilities:Provide L1 level support of our compliance software.Responsible for installation of our compliance software via both remote connection.Analysis of client environments. Software upgrades required.Manage client request.End-User Training

Manage agent and overall team performances e.g. productivity, adherence to schedule, ensuring that team delivers on metrics and daily targetsIndividual agent performance managementMonitoring SLA’s across all service offerings, ensuring service quality standards are met and being adhered tooMeeting SLA’s on team metricsMaximising operation efficiency by creative utilization of resourcesManaging workflow between Tec Support and other business unitsReview and publish information from the business to Tech SupportParticipate in staff recruitmentConduct monthly and quarterly one on ones in that i would coach and support agents in order to ensure at all times sufficient, competent and motivated people are available to realize team objectivesRegular follow up on quality statistics and co-ordination of related internal actions in order to increase quality ratings and customer satisfactionMentoring product and customer serviceManaging customer expectations on complaints and provide feedback

Manage performances i.t.o productivity, adherence to schedule, ensuring that team delivers on metrics and daily targetsIndividual agent performance managementMonitoring SLA’s across all service offerings, ensuring service quality standards are met and being adhered tooMeeting SLA’s on team metricsMaximising operation efficiency by creative utilization of resourcesConduct monthly and quarterly one on ones in that i would coach and support agents in order to ensure at all times sufficient, competent and motivated people are available to realize team objectivesRegular follow up on quality statistics and co-ordination of related internal actions in order to increase quality ratings and customer satisfactionMentoring product and customer service

Manage all inbound and outbound calls emails and live chats. Provide our players with excellent and efficient service. Assisting in both technical and non technical queries With my outbound experience i assisted in creating more player interaction generating in additional income for the business.

Managing team of 12 agents and grew it to 30Providing performance feedback to agents and bridging performance gapsPerformed all product and sales training for all new staff members recruitedAssisted with interview process of new staffMaking first call of the day as part of leadership styleSide by side coaching and assisting staff closing difficult salesGenerating reports and feedback on profit and losses to Client and Telemarketer Manager