Melisha Ramgethy Email & Phone Number

Durban, Kwazulu-Natal, South Africa

South Africa

South Africa

Leading a team of 80+ individuals consisting of Administrators, Analysts and Schedulers, WFM Managers and Account Planning ManagersRemote & on-site management, and development of Account Planning Managers & Workforce ManagersReview of Team Performance, Processes and Engagement Models in line with requirements and agreed standards within the WFM Lifecycle and identifying areas of improvementDesign and Implementation of Commission and Incentive StructuresInternal & External Relationship Management in support of American & Australian accounts spanning across Telecommunications, Financial Services and Retail sectorsReview and Analysis of Organization Performance in line with commercial targets Evaluation of long-term forecasts, capacity plans, and payroll in line with budgetsWFM Representation provided throughout the RFP Process including calculation of Resource Requirements Review of Service Agreements and Commercial Models highlighted business Risks and OpportunitiesDesign, Implementation and governance of Processes within the WFM LifecycleSupport of initiatives for the continuous improvement of the organization in line with strategic and financial goalsRepresentation of Organization within Monthly, Quarterly and Annual Business ReviewsCollaboration with Enablement Functions to drive Organizational Goals

Umhlanga Rocks

Leading a team of 19 individuals consisting of Administrators, Analysts and Schedulers and WFM Managers On-site management, and development of Workforce Managers, Planning Analysts and Workforce SchedulersManagement and development of WFM TeamsUpdates, analysis and review of trends for production of Long-Term Forecasts & Capacity Plans Creation of forecasts and analysis of Revenue against financial targetsIdentification of Business requirements and implementation of processes and reporting to improve operational efficiency including recommendations to Operational TeamsInternal & external stakeholder management in support of Australian business spanning between Financial Services, Retail and Telecoms sectorsDesign, Implementation and governance of Processes within the WFM LifecycleRepresentation of Organization within Monthly, Quarterly and Annual Business Reviews

Umhlanga Rocks

• Managing the production of forecasts, resource requirements and resource planning in support of financial and operational targets• Reviewing the accuracy of forecasts on an on-going basis, reporting to the business on exceptions and recommended actions for improvement• Sign-off and communication of all forecasts• Reviewing and approving all agent schedules created ensuring that they are correctly optimized to meet business needs • To manage the provision of accurate and timely pre and post impact assessments of proposed business or operational changes affecting the Contact Centre workload or service• Identifying overtime requirements in accordance with forecasts and communicating to the Campaign, highlighting recruitment needs when required• Managing of and implementing of Workforce Management and its supporting processes• Identifying development needs of the team and ensuring capability within own area is aligned to requirements• Monitoring Grade of Service performance, Adherence and AHT on a real time basis.• Delivering of daily, weekly and monthly service performance reports for all sites and campaigns.• Overseeing the production of team and site level performance reports.• Ensuring that reporting produced provides insight into all factors that affect the efficient planning of the center.• To ensure that all service affecting incidents are documented and reported to the appropriate escalation team.• Experience with ICBM WFM System

Durban Area, South Africa

• Produced accurate forecasts, including workload, resource requirements and resource planning in support of financial and operational targets based on historical trends.• Reviewed the accuracy of forecasts on an on-going basis.• Produced timely and effective agent and team based schedules optimized to meet business needs for quality and efficiency, and to accommodate for Contact Centre drivers. • Provided accurate and timely pre and post impact assessments of proposed business or operational changes affecting the Contact Centre workload or service.• Identified overtime requirements and approval of annual leave in accordance with forecasts and communicated in a timely and effective manner to the Contact Centres and highlighted recruitment needs when required.• Assisted in the successful implementation of WFM and its supporting process across the campaign.

Umhlanga Rocks

• Monitoring and managing delivery against operational forecasts, schedules against targets and SLAs,• To deliver accurate and reliable hourly and daily agent and service performance reports for all sites and campaigns.• Monitor the real time adherence of all agents on all sites, ensuring that breaks are adhered to, and any exceptions to the schedule are recorded.• Fault identification and support to the Operations to deliver on KPIs as well as to ensure cost effective use of resources against planned volumes• Worked with Microsoft Excel, Noble Maestro, Report Manager and Shift Track to carry out daily tasks.• Skill - based routing for the campaign• Experience with ShiftTrack, Noble, and Excel

Umhlanga Rocks

• Servicing of calls/ customer queries• Used advanced communication skills to control a call, listen and target the objective of the individual customer• Maintained efficiency and productivity by meeting and exceeding daily targets and monthly targets• Provided clear, accurate, timely and professional communications to callers in a courteous manner• Ensured data accuracy by following verification procedures by following verification procedures such as repeating and confirming the names, phone numbers , addresses and credit card numbers• Experience with Trio Systems and Cisco Finesse

Port Shepstone, Kwazulu-Natal, South Africa

Marburg, Port Shepstone Area, South Africa

Graphic design and printingSignage, brochures, banners, invitations, logos, letterheads, signage

Nqf Level 4, Contact Centre Operations

The qualification focuses on the skills, knowledge, values and attitudes required within the Contact Centre industry and is structured.

Ncv It Level 3, Information Technology, Level 3