Provide world class call routing solutions to maximize efficiency and minimize operating costs. Expanding reporting capabilities to assist in managing agents, teams and business to achieve sales and customer.
I have been working since 2003 in Customer Operations sector with my Planning & Reporting & Data Analytics Team to deliver best solution.
* Call Center Planning
* Budget Planning (OPEX and Capex)
* Cost Reduction & Control
* Ownership of Customer Services Productivity
* Workload & Workforce Analysis
* Analyzing Headcount Need and Preparing Cost Models
* Agent Performance Calculation and bonus system
* Strategic & Tactical Business Planning
* Executive Decision Support
* Demonstrated ability to lead a team as well as work as a team member.
* Churn Management , Winback and Save Desk
* Six Sigma Experience (Process Improvement and talk time decrease project)
* Establish reporting infrastructure according to business need
* Ad hoc reporting
* Experience in managing, motivating and coordinating team member