Madelein Bonthuys Email & Phone Number

Perform business analysis on customer’s workforce and quality management.- Document customer’s workforce optimization requirements.- Implement and configure workforce optimization solutions.- Provide advance support on workforce optimization.- Document and analyse customer’s quality management requirements.- Implement and configure quality management solution.- Escalate product issues to vendor.- Interacting with internal and external customers.- Interacting with vendors on a regular basis.- Applies significant knowledge of industry trends and developments to improve service to clients.- Conduct training on various workforce optimization tools.- Conduct training on workforce management.- Assist the pre-sales department with pricing plans for WFO proposals.- Assist in customer visits and give detailed product presentations and engage in discussions.- Gather product specific competitive information - subscribed to CRMXchange, ContactCentreWorld , Bitpipe and IT Advisor daily newsletters.- Attend product specific webinars and virtual conferences on a regular basis.

Perform business analysis on customer’s workforce management.- Document customer’s workforce optimization requirements.- Implement and configure workforce optimization solutions.- Provide advance support to Resource Planners at customers using Aspect Workforce Management.- Document and analyse customer’s quality management requirements.- Implement and configure quality management solution.- Provide support to Quality Assessors and system administrators at customers using Aspect QualityManagement.- Escalate product issues to vendor.- Analyse and document the impact of changed business rules, increased call volumes, etc. on thestaffing requirements of the customer’s call centre. Propose staffing solutions.- Supply training to customers on Aspect Workforce Management and Aspect Quality Management.- Assisting customers in analysing and interpreting Crystal Call Centre Reports.

Report directly to the Call Centre Manager.- Workforce management through forecasting, scheduling and tracking using the Aspect WorkforceManagement tool.- Track agent activity and availability using Aspect Real Time Adherence (Perform EnhancementPackage) and Aspect Custom View Director.- Process agent availability and activity reports for compliance statistics.- Plan and manage vacation and off-phone activity requests.- Responsible to ensure the SLA agreement is met with accurate forecasting, scheduling, tracking andmanagement of agents.- Maintain the assets inventory of the call centre and manage stationary purchase requests through the Nerve Centre application.- Do monthly reporting and supply analysis to the Call Centre Manager on trends, deviations in callvolumes, average handle times, SLA and agent behaviour.- Back-up System Administrator with knowledge and experience in the following applications:Aspect Custom View DirectorAgent AdministratorRoute Administrator – Call Classification TablesSystem Administrator – Procedures, Exceptions, SchedulesCrystal ReportsRemedyExcel

Grade 12

Grade 8