• Analyze historical call trends by source, handle time, and root cause to identify operational opportunities and pro-actively communicate this information to leadership while implementing appropriate action plan• Maintaining the right Headcount, calculating call capacity & ensure service level targets are met• Ensure that the real-time management team is providing the appropriate real-time oversight and takes appropriate action to meet service level goals and maximize efficiency• Create various reports and dashboards to measure and manage the production KPIs.• Create agents’ schedules by language following the intraday requirements per activity etc.• Analyzing schedule performance, forecast accuracy, underlying assumptions, historical trends & make continuous adjustments & improvements to the Headcount planning & scheduling process Create and validate activity forecasts from a monthly to a quarter hour granularity.• Work on long term projections to align proactively the site capacity with the client requirements.• Communicate all these data and WFM topics with the site teams and also with the clients.

• Analyze historical call trends by source, handle time, and root cause to identify operational opportunities and pro-actively communicate this information to leadership while implementing appropriate action plan• Maintaining the right Headcount, calculating call capacity & ensure service level targets are met• Ensure that the real-time management team is providing the appropriate real-time oversight and takes appropriate action to meet service level goals and maximize efficiency• Create various reports and dashboards to measure and manage the production KPIs.• Create agents’ schedules by language following the intraday requirements per activity etc.• Analyzing schedule performance, forecast accuracy, underlying assumptions, historical trends & make continuous adjustments & improvements to the Headcount planning & scheduling process Create and validate activity forecasts from a monthly to a quarter hour granularity.• Work on long term projections to align proactively the site capacity with the client requirements.• Communicate all these data and WFM topics with the site teams and also with the clients.

Real Time Analyst, my roles are as follows• Monitor, amend and drive performance.• Schedule adherence: Ensuring agents are performing• Managing real-time adherence by giving you the ability to quickly see what your agents should be doing based on the schedule put in place• Managing the queues “on the day” to ensure service levels and business targets are met.• Sharing real time reports in regards to performance• Use data and share reports that will drive the business to growthPlanning, my roles are as follows,• Organize and balance staffing levels with the volume of work being produced.• Collect organizational data and use it to generate reports on work volume and projected staffing needs.• Identify critical positions, when to reassign workers and pinpoint jobs that have become obsolete.Reporting, my roles are as follows,• Designs/creates various databases for staffing and analysis• Creates reports utilized by Customer Service for staffing measurements• Share reports utilized by Customer Service for productivity measurementstracking employee Attendance and give visibility to the business

Real Time Analyst, my roles are as follows● Monitor, amend and drive performance.● Schedule adherence: Ensuring agents are performing● Managing real-time adherence by giving you the ability to quickly see what your agents should be doing based on the schedule put in place● Managing the queues “on the day” to ensure service levels and business targets are met.● Sharing real time reports in regards to performanceUse data and share reports that will drive the business to growth

Team Captain, my roles were,● Auditing calls for my team● Making sure that I coach my team on areas to improve on calls● Giving feedback about my team’s performances● Identifying areas of underperformances● Creating performance improvement plan● Conducting internal reviews● Creating and maintaining a positive culture among agents● Championing quality calls

Customer Service Representative, my roles are as follows• Receiving calls and sorting out clients.• Educating potential customers on Gotv/Dstv services• Making sure that customers are sorted.• Activating the gotv accounts for new customers.• Forwarding customers' suggestions complains to the office.• Handling customers' complaints diplomatically.