Data Analysis & Reporting: Collect, analyze, and interpret data to generate actionable insights. Develop comprehensive reports and dashboards to support decision-making processes.Workforce Planning: Forecast workforce needs based on historical data and business trends. Ensure optimal staffing levels to meet service demands efficiently.Scheduling & Roster Management: Create and manage employee schedules, ensuring adherence to labor laws, organizational policies, and employee… Show more Data Analysis & Reporting: Collect, analyze, and interpret data to generate actionable insights. Develop comprehensive reports and dashboards to support decision-making processes.Workforce Planning: Forecast workforce needs based on historical data and business trends. Ensure optimal staffing levels to meet service demands efficiently.Scheduling & Roster Management: Create and manage employee schedules, ensuring adherence to labor laws, organizational policies, and employee preferences.Real-Time Monitoring: Monitor real-time workforce activities to address any deviations from planned schedules, ensuring service level targets are met.Performance Metrics: Develop, track, and analyze key performance indicators (KPIs) related to workforce management, identifying areas for improvement.System Management: Maintain and optimize Workforce Management (WFM) systems and tools. Ensure data integrity and system accuracy.Process Improvement: Identify and implement process improvements to enhance operational efficiency and productivity within the organization.Collaboration: Work closely with various departments, including operations, HR, and IT, to ensure alignment of workforce strategies with business goals.Training & Support: Provide training and support to staff on WFM tools and processes. Act as a point of contact for any WFM-related queries or issues.Compliance & Documentation: Ensure compliance with company policies, industry regulations, and legal requirements. Maintain accurate and up-to-date documentation of WFM processes and procedures. Show less

Supporting team for the ticket related query for AMR and GARregionDevelop a continuous learning process for the teamRouting ticket to next level if no work around foundHandling end to end user resolution, with customer satisfaction andquality assurance with international voice experienceCreating, Modifying and Deleting User IDs in Active Directory, AzureAdmin0365 Mailboxes, Groups, Resources, Contacts and shared BoxManagementClearing daily backlog and… Show more Supporting team for the ticket related query for AMR and GARregionDevelop a continuous learning process for the teamRouting ticket to next level if no work around foundHandling end to end user resolution, with customer satisfaction andquality assurance with international voice experienceCreating, Modifying and Deleting User IDs in Active Directory, AzureAdmin0365 Mailboxes, Groups, Resources, Contacts and shared BoxManagementClearing daily backlog and follow-up with the usersHandling TTR and FCR of the ticketHandling tools like service now, single pane of glass and genesiscloud, Azure Active directoryCreating team performence report on Excel also handling backendticket like service request and Incident managementProviding quick resolution on the requested ticket with satisfactoryresultShared Drive Access ManagementRemoting Tools: Team Viewer and Any desk, Quick assist andMicrosoft Teams.Worked on system unexpected reboot issues, blue screen errors andmemory dumps.Assigning ticket to concern team as per requirementHandling team's TTR, FCR and CTR of the ticket and team's SLAConsistently provide remote support and manage technical queriesfor client to resolve queries on time within SLA breached. Show less

Key responsibilities:Support the team with performance and process related issuesClosely working with change management team to implement all the changes in the process Handle customer/client escalations Share key insight of VOC/VOA/Competitors with the change management team Audit calls/Chats and sharing feedback with the advisor Develop a continuous learning process for the team Responsible to ensure communication, training, and compliance by all team… Show more Key responsibilities:Support the team with performance and process related issuesClosely working with change management team to implement all the changes in the process Handle customer/client escalations Share key insight of VOC/VOA/Competitors with the change management team Audit calls/Chats and sharing feedback with the advisor Develop a continuous learning process for the team Responsible to ensure communication, training, and compliance by all team membersHandling tools and products of Vodafone NZ and providing best customer service to them. Handling customer complaint and escalationPlayed vital role in CaaS testing and deployment with change management.Was part of the testing and deployment of the application migration for NPS from Medila to AWS (Amazon web services)Improving team performance and process updateCreating report and reducing error for process improvementCreating team daily weekly and monthly performance and Attendance reportReviewing performance report with team leader and managersQueue and break management with the coordination of RTAChecking trend on unwanted aux and and call flow and changing the skillset as per the requirementMaintaining SL on Realtime and coordinating that to WFM and managers Show less