Eranda Perera Email & Phone Number

Auckland, New Zealand

Auckland, New Zealand

• Manage existing & implementation of new reporting formats to ensure that the business has a simple & accurate picture of resources.• Analyzing (deep diving) of all WFP related data in order to determine root cause of data variation and brief management on same• Maintain ownership & administering of required documentation for processes and related performance measurements.• Initiation and management of Operations, service standards and business continuity plan as well reporting of… Show more • Manage existing & implementation of new reporting formats to ensure that the business has a simple & accurate picture of resources.• Analyzing (deep diving) of all WFP related data in order to determine root cause of data variation and brief management on same• Maintain ownership & administering of required documentation for processes and related performance measurements.• Initiation and management of Operations, service standards and business continuity plan as well reporting of incidents impacting operations. Show less

New Zealand

• Ensuring real time management principles and strategies are developed and sound practices are embedded into daily operations. • Responsible in achievement of set service standards by active management of schedules and resources on a real time, day to day basis. • Providing Close of Business day reporting with insight to queue performance & Trend analysis during the course of shift.

Auckland, New Zealand

• Creation of staffing schedules for each stream within agreed schedule efficiency measures and delivery timeframes, also proactively recommend and implement improvements to schedule design.• Analysing of schedules provided & optimizing (With null impact to respective client) same to suit best interest of internal stakeholders • Development & management of robust capacity plan in cooperating FTE forecast & appropriate staffing models.• Effective management of ongoing… Show more • Creation of staffing schedules for each stream within agreed schedule efficiency measures and delivery timeframes, also proactively recommend and implement improvements to schedule design.• Analysing of schedules provided & optimizing (With null impact to respective client) same to suit best interest of internal stakeholders • Development & management of robust capacity plan in cooperating FTE forecast & appropriate staffing models.• Effective management of ongoing collaboration with the support units to synchronise all campaigns generating inbound volume. Show less

Auckland, New Zealand

• Central point of contact for all matters relating to Workforce Planning (Scheduling, forecast, Reporting etc.)• Responsible in carrying out analysis in to different sources of information to check integrity & reconcile any anomalies in data • Conducting and providing of detailed insight relating to business and performance related trends.• Effectively managing a team of real time analysts to meet client obligations.

Auckland, New Zealand

• Sole responsibility in delivery and monitoring of accurate long term and short-term customer contact forecasts to enable effective staff scheduling.• Analysis of the results of forecasts developed & “actual” on the day to learn from experience & for input into future forecasts.• As the forecast analyst, provision of detailed analysis and recommendations to management on Forecast/reporting related matters• Provide a real time answer point for all matters pertaining to forecasting &… Show more • Sole responsibility in delivery and monitoring of accurate long term and short-term customer contact forecasts to enable effective staff scheduling.• Analysis of the results of forecasts developed & “actual” on the day to learn from experience & for input into future forecasts.• As the forecast analyst, provision of detailed analysis and recommendations to management on Forecast/reporting related matters• Provide a real time answer point for all matters pertaining to forecasting & market deployments within Genesis contact center. Show less

Colombo, Western Province, Sri Lanka

• In charge of planning and scheduling/ reporting for the main contact centre consisting 400+ employees at the time resigning.• Granted promotions annually based on high performance. • Was a member of team WFM since inception. • Responsible for inducting new CSRs on principals of workforce management.