Wilson Christopher Email & Phone Number

Kuwait

Kuwait

Senior Research Analyst - Contact CenterKout Food Group August 2010 – Present (5 years) KuwaitManaging the reports of the entire Sales measurements, YTD, MTD, KPI’s, Preparing Yearly, Monthly & Weekly Budgets, Service levels, Forecasting Calls, Scheduling, Attendance, Performance management. troubleshooting. Preparing Payroll specifically pertaining to each brand for entire Dept.Generate and maintain a credible forecast for accounts and territories and provide this information on a regular basis to Senior Management.•Working as an Analyst for KOUT FOOD GROUP till date since (August 2010).Manage the reporting of the entire sales measurements, YTD, MTD, KPI’s, service levels, attendance, performance management and handling Payroll for entire Contact Center. • Extracting and sorting data from FMIS & Avaya system. •Analyze call center performance metrics (Abandon Calls, Service Level, Cancellation calls, abandon rate, adherence). •Providing commentary and recommendations of previous day performance to increase COT efficiencies. •Forecasting capacity planning – monitoring staff movement, staff requirements and team changes. •Monthly business review of sales performance, quality, attrition, call centre metrics etc. •Identifying new requirements and potential enhancements to MIS reporting processes and operational procedures in alignment with current business requirements. •Provide the in depth analysis of the information extracted from the various sources and provide, to some extent, recommendations on improving areas of poor performance.•Posting & processing of day to day payroll transactions into the payroll system for end of the month cut off process.•Handling time office functions for COT.•Monitoring employee leave history and balance.•Checking employee overtime reports and submitting to payroll.•Checking payroll ledger for COT employees after payroll finalization reporting and report discrepancies if any.