Saadiq Dramat Email & Phone Number

City Of Cape Town, Western Cape, South Africa

Cape Town, Western Cape, South Africa

Cape Town, Western Cape, South Africa

Cape Town Area, South Africa

• Lead and develop a team of tactical planning specialists• Complete regular performance and wellbeing reviews with individual team members, also implementing training & development plans.• Chair planning meetings, ensuring high quality of content, control, and output.• Strive to achieve service level goals, deploying course-direct actions where appropriate, and working to continuously highlight & minimise risk.• Work in partnership with the wider planning & support teams, including off-shore, to provide a comprehensive service to the business & client.• Drive operational performance & efficiency• Drive Intraday/real-time issue resolution and planning• Identify & react to opportunities for continuous improvement• Review, analyse, and present on various elements of planning & performance• Manage the approach to agent activity & adherence via use of relevant systems, facilitating productivity improvements and service level attainment• Manage workload across all relevant channels, in line with intraday plans• Create, develop, and deliver analysis to a wide range of stakeholders, ensuring high levels of communication & interaction.• Ensure findings from real time analysis are fed through to the end to end planning process. • Challenge and improve ways of working in order to drive efficiency, resulting in cost savings through reduction in FTE.• Highlight non value-add activities that are undertaken in the Contact Centre and then work with key stakeholders to reduce and eliminate these tasks.

Cape Town Area, South Africa

- Maintain the Workforce Management (WFM) Platform utilized for forecasting, scheduling, tracking, monitoring, and reporting the daily and monthly call centre statistics.- Oversee proactive scheduling of discretionary activities such as training, meetings, overtime. - Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and performance to service level requirements - Responsible for maximizing efficiency and occupancy while meeting service objectives - Create and maintain an environment that encourages input from managers and front line employees.- Identify and research service level risks for problem resolution and management notification. - Oversee escalation plan when service levels are negatively impacted.- Lead the effort of building staffing strategies that support multi-site, multi-touch point, multi-lingual, and multi-skilled customer contact centre(s). - Appropriately forecast and account for growth due to seasonal variations and special events.- Responsible for internal and external Call Centre KPIs and SLA reporting.- Schedule Planning for over 120 Inbound Customer Service Advisors.- Schedule Planning for over +/- 50 Email Service Advisors.- Liaise with the Operation on Planning and Scheduling on a weekly basis.- Optimizing work schedules and employee hours- Optimizing the distribution of talent among divisions and departments- Identifying functional needs and hiring new workers to meet those needs- Identifying obsolete functions and reassigning workers as necessary- Ensuring the greatest possible overall worker job satisfaction- Examine Short and Long Term staffing needs on a week to month basis- Proposing of Staffing Plans and Staffing Budget based on company needsApplication used for Daily Task:- Total view- Genysis- CC Pulse- Microsoft Outlook- Microsoft Word- Microsoft Excel- Infoweb

Cape Town Area, South Africa

Real Time Monitoring:• Diagnose decline in service level and react accordingly.• Monitor forecasted volumes vs. actual volumes.• Monitor forecasted AHT vs. actual AHT.• Monitor net staffing (Required vs. Scheduled open)• Monitor service levels for all skills and languages per intraday• Monitor Wait time (overstaffing)• Updating of WorkSmart• Break Optimizations• Leave management• Agent Administration, Team changes, skill audits• Providing HR and Team Leaders with leave balances• Monitor understaffing/unplanned shrinkage Real Time Adherence• Monitor if agents are adhering to schedules and scheduled lunches and breaks.• Monitor RTA Failures and escalate• Add Adherence Exclusions• Monitor agent behaviour: Long call duration, not ready time, ready state too long• Check that skills are correct for the agent to receive the correct calls.• Check agent activity for the previous day. Application used for Daily Task:• WorkSmart• Webview• Microsoft Outlook• Microsoft Word• Microsoft ExcelJNR MI SpecialistDuties:Report on Weekly and Monthly business performance• Assist with daily reports needed by the call centre operation• Updating of advisor performance• Manage and build new reports for Absence, Performance, etc• Manage Advisor monthly report for paying out of bonuses on a monthly basis• Organizes information by studying, analyzing, interpreting, and classifying data.• Prepares reports by collecting, analyzing, and summarizing information.• Maintains historical records by documenting system changes and revisions.• Contributes to team effort by accomplishing related results as needed.Application used for Daily Task:• WorkSmart• Webview• Microsoft Outlook• Microsoft Word• Microsoft Excel

• Optimizing work schedules and employee hours• Optimizing the distribution of talent among divisions and departments• Identifying functional needs and hiring new workers to meet those needs• Identifying obsolete functions and reassigning workers as necessary• Ensuring the greatest possible overall worker job satisfaction• Examine Short and Long Term staffing needs on a week to month basis• Proposing of Staffing Plans and Staffing Budget based on company needs

Real Time Adherence:• Monitor if agents are adhering to schedules and scheduled lunches and breaks.• Monitor RTA Failures and escalate• Add Adherence Exclusions• Monitor agent behaviour: Long call duration, not ready time, ready state too long• Check that skills are correct for the agent to receive the correct calls.• Check agent activity for the previous day. ​​Real Time Monitoring:• Diagnose decline in service level and react accordingly.• Monitor forecasted volumes vs. actual volumes.• Monitor forecasted AHT vs. actual AHT.• Monitor net staffing (Required vs. Scheduled open)• Monitor service levels for all skills and languages per intraday• Monitor Wait time (overstaffing)• Updating of Total view• Break Optimizations• Leave management• Agent Administration, Team changes, skill audits• Providing HR and Team Leaders with leave balances• Monitor understaffing/unplanned shrinkage Reporting:• Daily Escalation Report• Daily Incident Report• Adherence Report• Incident Report Real Time Application used for Daily Task:• Total view• CC Pulse• Microsoft Outlook• Microsoft Word• Microsoft Excel• Infoweb