Experience

MTN Irancell

• Iran
• Telecommunications
• 700 & Above Employee

• WF

  • Sep 2008 - Present

  workforce Key Performance Areas: Core, essential responsibilities / outputs of the position To ensure the software's and applications in use by WF will work efficient To assist workforce coordinator in implementing any assigned projects Task Complexity • Participate in providing effective support to CR management team by preparing related reports. • Participate in preparing shift roster with subordinating of work force superior. • Implement shift roster at the operating level by announcing the shifts and any changes to staff. • Coordination day-to-day staff availability with work force superior cooperation. • To make all related necessities prepared for CR employees in equipment. • Report schedule adherence exceptions to Supervisors and Manager. • Prepare reports relating to previous day’s performance, comparing forecast to actual for Average Handling Time (AHT), Call volumes, SLA (Service Level Agreement), adherence and scheduled staff and interpret any variations. • To make sure for maximum efficiency from the Workforce Management system through fully utilizing its functions to find the best resources plans for the department. • Generate relevant reports and provide inputs to management reporting as requested. Responsibility towards: • Direct reports: Senior Manager Customer Support • Matrix reports: GSM Call centre managers • Key customers: Customer Support teams • Relations, etc.: HR, CR WFS Show less