Experience

OneCart

• South Africa
• Retail
• 200 - 300 Employee

• WFM

  • Apr 2022 - Present



Merchants

• South Africa
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• WFM Manager

  • Jul 2021 - Mar 2022

• Scheduler

  • Jun 2019 - Jun 2021

  Operational Support WFM

• Real Time Administrator

  • Apr 2017 - May 2019

  Completes Agents schedules as per forecast of call volume, Average Handling Time and shrinkage.Records all attrition, absenteeism, leave, sickness, lateness, planned off phone activities.Checks staff coverage and reporting staff shortfalls to operations.Monitors absenteeism trends and flags anomalies.Provides relevant Workforce Management reports as per operational requirements.Ensures accuracy of exception capturing and real time reporting.Reviews adherence and shrinkage reporting on a daily, weekly and monthly basis. Show less



WNS

• India
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Team Manager

  • Feb 2016 - Mar 2017

  • Inspire my team through coaching to deliver service excellence • Identifying opportunities to make improvements to customer experience• Develop a focused and high performing team• Driving key performance metrics for your team• Responsible for maintaining and improving the performance of your team through regular 1 on 1 sessions, reviews, PDP discussions and performance improvement plans• Manage team attendance in line with business requirements• Manage operational and regulatory risks, escalating as appropriate• Ensure the team understands and adheres to the company and department standards, policies and procedures• Adhere to the Competence and Training framework policy and procedures to ensure each team member attains and maintains the required competency level to perform their role Show less

• Real Time Analyst

  • Jul 2015 - Feb 2016

  • Real time skill changes• Reporting• Updating the workforce management system• identify staffing issues and recommend solutions• Real time optimization • Conduct real-time monitoring of agents through the IEX real-time adherence view to ensure schedule adherence• Handle agents' pending time-off requests, schedule swaps, trades and the daily exception management of IEX.



Merchants

• South Africa
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Real Time Administrator

  • Feb 2014 - Jul 2015

  • Real time skill changes • Reporting • Updating the workforce management system • identify staffing issues and recommend solutions • Real time optimization • Conduct real-time monitoring of agents through the IEX real-time adherence view to ensure schedule adherence • Handle agents' pending time-off requests, schedule swaps, trades and the daily exception management of IEX. • Real time skill changes • Reporting • Updating the workforce management system • identify staffing issues and recommend solutions • Real time optimization • Conduct real-time monitoring of agents through the IEX real-time adherence view to ensure schedule adherence • Handle agents' pending time-off requests, schedule swaps, trades and the daily exception management of IEX.



Merchants

• South Africa
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Future Leader Training Program for Real Time Analyst

  • Jul 2013 - Dec 2013

  • Call Centre Fundamentals • Business Writing Skills • Harvard Business Publishing – Decision Making • Harvard Business Publishing – Customer Focus • Fundamentals of Problem Solving • PivotTables and PivotCharts in Excel 2010 • PivotTables Filters, Calculations and PowerPivot • Workbook Settings, Conditional Formatting and Number Formats in Excel 2010 • Organizing Data and Objects in Excel 2010 • Verifying Excel 2010 Data and Formulas • WFM 101 - Definitions and Calculations • WFM 101 – Forecasting and Scheduling Show less



Merchants

• South Africa
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Designation: Real Time Administrator intern

  • Dec 2012 - Jan 2013

  • Schedule meetings for the call centre • Real time skill changes • Real time optimization • Conduct real time monitoring • Schedule meetings for the call centre • Real time skill changes • Real time optimization • Conduct real time monitoring