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Workforce Management Specialist with operational efficiency expertise
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Competencies
Developed staffing schedules and plans to meet operational needs at Teleperformance.
Resolved customer complaints with empathy and provided accurate information to enhance satisfaction.
Generated and analyzed key performance reports, including absenteeism, lateness, and AHT to identify trends.
Utilized Microsoft Office tools for reporting, documentation, and communication tasks.
Collaborated effectively with team members to achieve service and operational goals.
Education
Languages
Summary
Dedicated workforce management specialist with proven ability to optimize operational efficiency, improve customer satisfaction, and analyze key performance metrics. Experienced in systems administration and team collaboration.
Key Achievements
- Managed event codification in IEX and ASPECT systems for lateness, absences, overtime, and schedule events.
- Provided staffing recommendations to optimize service quality and cost efficiency.
- Enhanced customer satisfaction by addressing concerns effectively and resolving complaints at Good RX.
Experience
WORK FORCE MANAGEMENT
Workforce Planning & Scheduling, Operational Reporting & Analysis, Generate and analyze key performance reports, including absenteeism, lateness, and Average Handle Time (AHT), to identify trends and recommend corrective actions., Event Coding & System Administration,...
Customer service
Enhance customer satisfaction by promptly addressing concern and providing accurate information., Resolved customer complaints with empathy.