Lead program management for WFM tools, including implementations and upgrades, ensuring seamless operations.Coordinate technology issues and reporting improvements to enhance agent-facing solutions and productivity reporting.Monitor IVR usage, make recommendations to improve customer and agent experience, and collaborate on workload-delivering tools.Prioritize new functionality and enhancements while deprecating obsolete features, optimizing productivity.Develop and maintain routing strategies, in-queue messaging, and new media channels to adapt to evolving customer communication trends.Conduct training on Scheduling tools and perform quality audits to maintain a high level of workforce management competence.Provide off-hours support for high-severity issues as needed, ensuring uninterrupted service.Collaborate with third-party vendors to streamline operations and implement best practices.Utilize strong data analysis skills to capture, store, and report historical statistics, maintaining data integrity.Leverage Tableau knowledge to create meaningful reports and insights.Excel in managing remote teams and fostering a collaborative and positive work environment.Respond to management requests to produce "what if"scenarios to drive informed decision-making.Stay current on internal policies and procedures and effectively communicate with peers and stakeholders.

- 5+ Years experience on a variety of projects and programmes- Highly motivated with an excellent ability to communicate at all levels.- Testing and Business Analyst with vast experience in delivering against tight deadlines whilst ensuring quality is not compromised in all analysis and testing deliverables- Systems testing, UAT, System Integration, Regression, Conversion and Migration expertise- An excellent team worker who is able to achieve results by driving myself and my team forward.- Quality Centre & JIRA knowledge

- Supported telephony infrastructure migration from Nortel to Avaya- Created various reports in CMS Avaya to support the business and MI team with the introduction of new tools- Expertise in Nice - TTV & Avaya CMS- CRM desktop migration project- Citrix platforms infrastructure migration project & training distribution to users & trainers- SIVR telephony systems (Speech interactive voice response) test coordination for migration - Managed Business Acceptance Testing streams for specific projects; including the scheduling & prioritization of testing to meet critical deadlines- Coordinated test resource between onshore and offshore operations- Managed the main test deliverable: test strategy, test plans, test scripts, test execution- Responsible for defect management- Supply all relevant information required by Operations & Onshore Team to carry out and improve overall service- Meeting Expectations of the Ops Team, raising red flags on a timely manner and identifying bottle necks- Real-time activities with regards to dynamic break movement and floor management to ensure that half hourly targets are complied with- Report Timeliness & Accuracy - Ensuring that all real-time and historical reports are sent out in a timely manner and the level of accuracy is maintained- Attending daily, weekly & any other ad-hoc calls with onshore on a regular basis- Meeting daily, weekly and monthly line adherence as per the defined targets- Updating all relevant exceptions on TTV in a timely and accurate manner- Carry out various housekeeping related activities on TTV- Streamlining the over all WFM process by creating tools and processes that enable smooth functioning of the team and process- Being a team player, assisting team mates as and when required; workload sharing in absence of team members- Effective co-ordination with other departments (internal/external) via verbal and written communication- Meeting client expectations & strengthening client relationship

- Attended inbound customer service calls for Small Business credit card customers- Learnt the fundamentals of the Credit Card industry and the applications & software used

- Attending inbound customer calls for US based airline for domestic travel,- Making new reservations, assisting customers with existing bookings and other travel related queries,- Completed the SIX Sigma introductory course and White Belt training

Making outbound call for US client to sell utility services(Gas & Electricity) for east coast customers