Experience

Buwelo Corporate

• United States
• Outsourcing and Offshoring Consulting
• 100 - 200 Employee

• Global Manager | Workforce Management

  • Apr 2022 - Present



eServices Africa Limited

• 100 - 200 Employee

• Process and Workforce Manager

  • Jun 2018 - Apr 2022

  • Primarily responsible for ensuring that strategic goals and plans are met through rigorous management of the call center processes and workforce functions. • Oversee the day-to-day activities and workload of the process and workforce team. • Implementing strategies in ensuring of all service level agreements are achieved on all customer service channels (Inbound, Outbound and Social media) • Ensured that shrinkage levels are within target and resources needed are allocated effectively. • Ensured that there is scheduling accuracy to improve productivity and adherence to schedule. • Achieved low call abandonment, improving the average speed of answer and average handling time. • Contact center capacity assessment, pricing, budgeting and invoicing. • Improve contact center efficiency by tracking and reviewing KPIs. • Assist in Vendor management by providing analysis on the BPO’s performance. • Ensured high real-time monitoring, accurate and in-depth data analysis by the workforce team. • Ensured the effective management of the contact centre In-chair occupancy (IOCC %) and phone occupancy (POCC %) to increase customer engagements and improve NPS. • Ensured high accuracy in forecasting and analysis of trends that impact contact center performance. • Process mapping and review of existing processes with both internal and external stakeholders to optimize productivity. • Identified risk factors and implement strategic initiatives to improve and maintain centre performance. Show less



Vodafone

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Worforce Management Intra-Day Analyst

  • Sep 2014 - May 2018

  • Manage, monitor and track all intraday management processes in support of operations to achieve the business objective of attaining service level objectives through maximizing efficiency at the Call Centre. • Gather information, analyze data and observing the workforce processes. • Manage intraday staffing levels to ensure that all service level agreements and KPIs are met. • Communicate identified intraday risks to management and other intraday analyst. • Approve discretionary activities to increase occupancy and productivity at Call Centre. • Attend daily and weekly staffing review meetings with management and forecast / scheduling analysts detailing previous and current week’s performance and forecasted performance of the Call Centre. Show less



TTEC

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Work Force Management Specialist

  • Sep 2012 - Sep 2014

  • In-chair occupancy (IOCC %) and phone occupancy (POCC %) management • Achieve client service level objectives. • Schedule adherence and outage management. • Manage day-to-day operations, processes and reporting on performance. • Gather information, analyze data and observing the workforce processes. • Managing staffing and scheduling issues to ensure maximum profitability to Call Centre. • Tracking and trending call volume history; tracking associate absenteeism and other components of the overall work flow. Show less

• TECHNICAL SUPPORT REPESENTATIVE

  • Mar 2012 - Sep 2012

  • Providing Technical Support to Vodafone mobile Broadband and Fix line Broadband clients.• Monitoring and troubleshooting of broadband internet connections to ensure reliable internet access all over the country via the Call Centre. • Daily provisioning of Blackberry service.• Generating of Daily, Weekly and Monthly Reports for Vodafone Mobile Unit.• Change of post-paid service ownership.• Updating customer personal and postal information on the Unicorn.• Provisioning and Disconnection of prepaid and postpaid. Show less

• CLIENT SERVICE REPESENTATIVE

  • Jan 2011 - Mar 2012

  • Aid in solving Vodafone client issues via the Call Centre. • Manage Vodafone Client Base in relation to their mobile, fix lines, broadband range of products and directory assistance via the Call Centre. • Up selling and cross selling of Vodafone products to existing Vodafone Clients.• Management of Vodafone Business Solutions clients and potential clients via the Call Centre. Show less



BEYOND ADVERTISING GHANA

• ACCRA

• CLIENT SERVICE EXECUTIVE

  • Jul 2010 - Dec 2010

  • New Business Acquisition. • Development and implementation of Marketing Communication Strategies and campaigns to the satisfaction of clients. • Participating actively in brainstorming sessions to develop marketing communication strategies and creative ideas for all projects. • Coordinate with Project Management and Creative Department to deliver clients marketing communication campaigns. • Monitoring and evaluation of marketing communication strategies and campaigns. • New Business Acquisition. • Development and implementation of Marketing Communication Strategies and campaigns to the satisfaction of clients. • Participating actively in brainstorming sessions to develop marketing communication strategies and creative ideas for all projects. • Coordinate with Project Management and Creative Department to deliver clients marketing communication campaigns. • Monitoring and evaluation of marketing communication strategies and campaigns.



Fidelity Bank Ghana

• Banking
• 700 & Above Employee

• FIDELITY SALES AMBASSADOR (FSA)/ SECONDARY RELATIONSHIP OFFICER

  • Feb 2010 - Jun 2010

  • See to the promotion and sale of all Fidelity Bank products. • Establish contact with prospective clients and assist relationship officer in maintaining existing clients of the bank. • Assist the Client Service Officers in their daily administrative duties at the branch. • See to the promotion and sale of all Fidelity Bank products. • Establish contact with prospective clients and assist relationship officer in maintaining existing clients of the bank. • Assist the Client Service Officers in their daily administrative duties at the branch.



Ghana Export Promotion Authority

• Ghana
• International Trade and Development
• 100 - 200 Employee

• SERVICE PERSONNEL

  • 2008 - 2009

  • Create awareness for the Export of Services from Ghana to the sub-region. • Compilation of Exporter Database 2008 to be used for the mapping of exporters in Ghana. • Assist the head of the Services Department in registering export companies to the ETLS (Economic Trade Liberalisation Scheme). • Perform administrative duties for the General Promotion Division. • Create awareness for the Export of Services from Ghana to the sub-region. • Compilation of Exporter Database 2008 to be used for the mapping of exporters in Ghana. • Assist the head of the Services Department in registering export companies to the ETLS (Economic Trade Liberalisation Scheme). • Perform administrative duties for the General Promotion Division.