Experience

Abtran

• Consumer Services
• 1 - 100 Employee

• Scheduling Analyst

  • Aug 2014 - Present

  I am currently scheduling for Management units that are a mixture of inbound ,Outbound and administration which have varied opening hours between 7.00am and 23.00pm. I am responsible for keeping the capacity plans up to date as well on all accounts that i am scheduling for . Some (but not all ) of my duties include updating new hires, leavers , movers , designing and implementing new rotations (for those who wish to adjust their hours ) , analysing data and using that data to look for weak spots in future schedules which i am responsible for generating and releasing. I am always looking forward to ensure the operations have as much information as possible to be able to deal with any potential issues down the line and work with the operations to solve thses issues also Show less

• Real Time Analyst

  • May 2013 - Aug 2014

  Ensure service protocols and service levels are achieved across the intraday and to provide accurate commentary on events that happen throughout the day. •Transfer interval information to the client promptly in order to maximize profitability and performance on the account everyday. •Liaise with forecasting and scheduling analysts to highlight any trends in performance that will negatively impact the financial outcome of any account throughout the day. •Ensure all advisors schedules are updated in a real time manor for client reporting purposes. •Host new hire training classes for 12-15 people to ensure they understand the importance of scheduling and adhering to company rules and regulations. •Conduct training for new hires that come onto the Real Time team with side by side coaching and monitoring their performance to ensure they are achieving what is expected of them on the team Show less

• Team Leader

  • Oct 2006 - May 2013