• Improved service level through timely intra-day adjustments and effective utilization of available resources.• Created short-term call volume forecast with +/-10% accuracy. • Generated and optimized agent schedules to meet call volume demand, and fill staffing gaps.• Led daily huddle meetings with service leaders to share real-time performance analysis and provided actionable insights, significantly improving adherence and wait times.• Successfully managed the annual vacation… Show more • Improved service level through timely intra-day adjustments and effective utilization of available resources.• Created short-term call volume forecast with +/-10% accuracy. • Generated and optimized agent schedules to meet call volume demand, and fill staffing gaps.• Led daily huddle meetings with service leaders to share real-time performance analysis and provided actionable insights, significantly improving adherence and wait times.• Successfully managed the annual vacation bidding process leading to improved employee satisfaction.• Handled incoming requests to general WFM email inbox requests, consistently meeting or exceeding the commitment. • Created monthly, weekly, and ad-hoc reports to service leaders with targeted insights, performance metrics, and staffing situations. Show less

• Performed call volume re-forecasting, changed agent skill sets, and engaged maximum available resources to meet and exceed Service Level, Occupancy, and AHT targets.• Improved agent call quality and productivity by effective performance management for home-based agents.• Identified trends, published accurate reports, and provided timely analysis to improve efficiency and customer experience.• Monitored agent adherence, investigated root causes, and introduced a contingency plan to… Show more • Performed call volume re-forecasting, changed agent skill sets, and engaged maximum available resources to meet and exceed Service Level, Occupancy, and AHT targets.• Improved agent call quality and productivity by effective performance management for home-based agents.• Identified trends, published accurate reports, and provided timely analysis to improve efficiency and customer experience.• Monitored agent adherence, investigated root causes, and introduced a contingency plan to improve productivity.• Investigated deviations from forecast and Service Level deficit, and provided recommendations for improvement. Show less

• Using Visio mapped, reviewed, revised, and introduced new processes to decrease service call volumes, and AHT reduction programs.• Successfully developed, launched, and managed initiatives to reduce customer escalations, and improve customer satisfaction and employee performance.• Accurately provided monthly and year-to-date reporting and analysis using MS Excel for improvement and efficiency.

• Served as the first point of contact for inbound customer service representatives.• Resolved escalations and customer service issues promptly.• Actively supported team on early issue resolution and customer satisfaction.

• Professionally serviced internal and external clients in a busy Contact Centre. • Provided accurate information by maintaining product and business knowledge.• Successfully met and exceeded targets set for Sales, Adherence, AHT (Average handling time), and call quality.