Judit Roman Email and Phone Number

• Monitor operational business in real-time and detect possible deviations in forecast, productivity and staffing levels to deliver the expected SLA. • Working closely with Operations Management, Service Provider Management, WFM and other internal and external key stakeholders ensuring intraday strategies are aligned within the WFM Department• Proactively challenging processes, leading/participating in projects to bring up alternatives and improvements to the team.• Creating and maintaining reports with the relevant KPI for intraday and ad-hoc data for the pertinent departments.

• Real time traffic management to consistently accomplish service levels goals.• Providing leadership team with timely, accurate reports on workload, leaves and absence records, training, meeting and coaching schedules, intraday performance. The reports include but are not limited to Traffic, Headcount & Adherence and VOC.• Lead/participate in projects to drive automation and improve internal processes. • Utilizing workforce management software to execute plans for agent activities such as Training and One-on-one Coaching.• Being the point of contact of several departments in order to achieve business objectives related to adherence. - Raise on-spot technical issues - Detect and inform of changes in the system