Rizwan Mohammed Email & Phone Number

United Kingdom

Manchester, United Kingdom

• Monitor critical business operations and performance indicators at an interval level in real-time, e.g., call volumes, average handle times, queue time, call center agent availability, and call center service level adherence.• Analyse call volume and trends to implement appropriate call strategy adjustments throughout the day.• Conduct trend analysis of call volumes and business activities to anticipate and recommend changes in daily and long-term strategy.• Analyse… Show more • Monitor critical business operations and performance indicators at an interval level in real-time, e.g., call volumes, average handle times, queue time, call center agent availability, and call center service level adherence.• Analyse call volume and trends to implement appropriate call strategy adjustments throughout the day.• Conduct trend analysis of call volumes and business activities to anticipate and recommend changes in daily and long-term strategy.• Analyse forecasted data and compare it to actual data on a daily basis to identify any areas of concern.• Engage with contact centers and vendor contacts to understand reasons for performance impacts.• Receive, review, and make decision for same day, unplanned, off-phone requests.• Communicate effectively with the business about its needs with personnel at all levels.• Serve as a resource for answering questions about the daily operations of the call center.• Monitor world events for crisis situations that may impact the business, gather information on these events, run impact reports, and create communications to inform the business of these events.• Maintain constant contact with any impacted contact centers throughout the duration of any crisis event to provide any needed assistance, and report any situational changes to the business. Show less

Manchester, United Kingdom

Key Responsibilities include:• Responsible for monitoring real time performance against established service level objectives and making adjustments to schedule’s as needed. • Providing assistance in planning, preparing and publishing short and long term schedules on a monthly basis for skill sets and languages, by forecasting and distributing workloads. Including managing breaks and agents adherence across all markets.• Pro-actively identify and communicate operational… Show more Key Responsibilities include:• Responsible for monitoring real time performance against established service level objectives and making adjustments to schedule’s as needed. • Providing assistance in planning, preparing and publishing short and long term schedules on a monthly basis for skill sets and languages, by forecasting and distributing workloads. Including managing breaks and agents adherence across all markets.• Pro-actively identify and communicate operational resource plans, trends in performance, seasonal changes, deviances and root causes.• Delivering operational performance reports associated with resource and demand management, e.g. Intraday, Call Volumes, Service Levels, ASA targets, AHT targets and abandonment rates etc• Ensuring efficient use of overtime within the department, coordinating with key stakeholders such as performance managers and effectively schedule tasks, ensuring budgets are maximised.• Preparing and maintaining reports and reporting data to support the continuous improvement of the Manchester contact centre and UAE operation’s. Market and skill specific and distribution of the same to all stakeholders.• Continually looking for ways to identify, propose and implement changes to improve operational performance across all markets with maximising the recourse’s available. • Providing and maintaining MI and analysis to measure and understand the delivery of KPI’s and support the underlying demand of customers to key stakeholders of the business.• Acting as the point of contact for IT incidents and feeding live updates into IT and the operation.• Identifying and planning skill set shortfalls to meet business requirements to maximise productivity.• Preparing and maintaining of agents performance database and tracking through our WFM Verint, adherence. Show less

Bolton, United Kingdom