-Define Global Customer Center plan in terms of expected interactions volumes, operative KPIs targets and necessary resources, both FTEs and economics, for each Customer Center Hub, markets and sales channel.-Perform monthly delta analysis between actual vs plan to identify corrective actions and complete re-forecast process.-Interact with Global Customer Center Head Of to fine tune and finalise planning and re-forecast processes.-Interact with Direct Sales Planning team to share key considerations about internal plan for channels in charge.-Interact with Internal Central Unit colleagues to support rewarding process, external vendors commission calculation, internal resources cost analysis and BI reporting evolution.

Together with my team we are in charge of: Real time monitoring to manage peaks in call volumes and actions to be taken in order to achieve SLA targets,Work planning, in-house/outsourced capacity, Contact Center KPIs, develop strategies and opportunities,Maintenance of the quality of the service provided,Supervision of internal and external reporting and production of analyzes for top management,Monitoring of the training obligations required by the Regulatory Body with respect to the annual training obligations,Support to Call Center managers in the management and maintenance of the entire Workforce activity (Shifts, Absences, Coverage etc.),Interface with the various functions of the group that deal with the management of the Call Centers and with colleagues who deal with CTI (telephone infrastructure) for managing the flow of calls,Training development of operational channels, identifying strengths and opportunities for improvement, providing timely and actionable feedback for managers.

Leading a team to achieve:• maximum efficiency and occupancy of contact center operational teams through forecasting activities and work shifts planning• KPIs target such as Abandon Rate, Service Level, First Contact Resolution• excellence in customer service standards, to optimize processes and maintain the highest accuracy forecast level• the most precise monthly capacity planning and the most effective yearly operative plan • collaboration between internal stakeholders (HR, Finance, Marketing, Sales) and Contact Center Outsourcers

• Off Line and On Line productivity, KPI’s and real time call flow monitoring• Customer satisfaction analysis• Quality analisys: Net Promoter Score, Customer Effort Score, One Call Solution• Incentive programs implementation for customer service agents

• Project planning for tecnhical projects implemented by IBM for several TLC Companies• Budget management and reporting (gap analysis Budget/Spending, Budget reallocation on each Business Unit)• Scheduling operative plan and shifts templates for big Multinational Companies (i.e. CartaSì, Telecom Italia)• Technical trainer for a group of 30 people

• Real time monitoring of telephone service datas, granting the correct allocation of call center agents • “What if” analysis to optimize Contact Center processes and to guarantee the best customer experience• Analysis of forecasting, customer satisfaction, KPI’s, Customer Base clustering• Focal point between Headquarter and Contact Center for data mining, providing requirements for the implementation of new reporting tools, single point of contact between Head Quarter and remote workforce managers in order to align them on top priorities.