• Analyze forecasted volume and available staff to ensure that staffing is scheduled in the most efficient manner to properly utilize available resources and maintain acceptable service levels.• Work independently to address a range of standard and non-standard situations and incorporates those situations into the finished product.• Projected staffing required to meet service levels by forecasting both short and long-term call volumes and required staffing.• Collaborated with Team Managers and Directors on a regular basis to share information, present trends, and recommend solutions.• Planned for the special impact of response to advertising, a promotion, an acquisition, etc., and gathers information from other parts of the organization to identify these impacts.• Prepared and analyzed agent schedules in order to meet service level requirements in the most efficient manner possible within work rules, legal requirements, and other constraints.• Processed requests for time off and responds appropriately with information and/or approval.• Monitored schedule adherence, and variance, and reported daily traffic volumes, headcount analysis, real-time performance, and capacity plans.• Analyzed call volume and staffing trends and makes recommendations to management.• Generated standard reports on a scheduled basis.• Handled shift bids, assigns schedules to new employees, and updated appropriate databases.• Generated WFM and aspect reports and possesses a good working knowledge to interpret data.• Monitor the daily trend of all queues & take the required action to amend the plans if needed.• Support management with all necessary information, planning models, and scenarios to facilitate the decision-making process.• Analysis of historical data, forecasting, and creating staffing scenarios for inbound and outbound business functions.

• Build and execute social media strategy through competitive research, platform determination, benchmarking, and messaging and audience identification.• Generate, edit, publish and share daily content (original text, images, video or HTML) that builds meaningful connections and encourages community members to take action.• Set up and optimize company pages within each platform to increase the visibility of company’s social content.• Moderate all user-generated content in line with the moderation policy for each community.• Continuously improve by capturing and analyzing the appropriate social data/metrics, insights and best practices, and then acting on the information Create editorial calendars and syndication schedules.• Collaborate with other departments (customer relations, sales etc) to manage reputation, identify key players and coordinate actions.

• Responsible for all high usage team tasks.• Responsible for all Work Force tasks.• Handling all kind of outages (application, system, network ... Etc.).• Communicating the outage resolution to the concerned parties.• Responsible for monitoring all queues such as (HV, TS3G, BB, ISP TS, BS, CEU and CEU_HI and Diamond).• Responsible for managing the available resources by assign or remove skills to agents according to the queues availability.• Monitoring real time SL, reporting out of adherence cases and modify breaks according to SL availability.• Responsible for distributing workload over the available resources.• Responsible Sending SL handover report to all Queues and analysis and justifications.

• Obtains client information by answering telephone calls; interviewing clients; verifying information.• Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.• Updates job knowledge by studying new product descriptions; participating in educational opportunities.

• Answering inbound calls relevant to customer inquiry or complaints• Establishes policies by entering client information; confirming pricing.• Informs clients by explaining procedures; answering questions; providing information.

• Obtains client information by answering telephone calls; interviewing clients; verifying information.• Determines eligibility by comparing client information to requirements.• Establishes policies by entering client information; confirming pricing.• Informs clients by explaining procedures; answering questions; providing information.• Maintains communication equipment by reporting problems.• Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.• Updates job knowledge by studying new product descriptions; participating in educational opportunities.• Accomplishes sales and organization mission by completing related results as needed.