-WFM Calabrio and Teleopti tools-Supporting more than 30 LOBs-Develop and maintain scheduling systems for general care teams -Excel, Power point and other Microsoft Office applications-Lead group workforce planning initiatives, analysing staffing requirements-Collaborate with different department POCs-CFT Management-Manage and lead cross-functional teams-SGT On-Time Completion

-Continuously develop performance of the RealTime team in Webhelp Nordics and Baltics.-Conduct general 1-2-1 and annual performance reviews for team members. -Communicate with the Client, OPS, BI, and various WFO departments. -Analyze reports and their data to identify trends and insights.-Work with different types of WFO KPIs to monitor and improve performance.-Ensure adherence to COPC standards for quality and performance.-Host presentations for the OPS teams to share data driven insights and updates.

-Provide and create reports for the OPS (Operations) and Client.-Handle absence calls and manage absence-related processes.-Organize meetings and facilitate communication with Regional Leads on a daily basis.-Generate and distribute reports to the OPS and Client stakeholders. -Manage absence calls, including reporting, tracking, and resolving issues related to employee absence.-Coordinate timely communication and collaboration with Regional Leads. -Monitor (KPIs) Occupancy, Service Level, Productive hours, and Utilization metrics.

My responsibilities were:-Answer inbound customer requests and document relevant case information  -Ensure excellent customer satisfaction  -Assist users with pre-sales, general inquiries, and technical support issues via phone/email/chat/social/social messaging channels (as assigned)  -Respond appropriately to customer escalations and escalate issues to higher tiers of support as defined and documented  -Collaborate with other specialists to solve or properly close help tickets  -Manage an individual ticket queue  -Follow the direction of management and provide feedback -Contribute to creating brand engagement for our Client

-Sales manager-Market analysis-B2B-B2C

-Leads generation.-B2C and B2B travelling services services.-Communication Skills.-Problem Solving and paperwork followings.-KPI Analysis.-Team Supervision.

-Tickets handling in internal CRM-Running maintenance updates-Microsoft, Linux, MacOS OS-Excel reports to different POC within various departments -Bugs registrations and reporting to the vendors