Established Work Force Management department at DGS for over 200+ employees, keeping production, scheduling and staffing in check, to ensure proper manning and management of call queues and production floor to achieve required service levels and exceeding them by reducing customer hold time, through exceptional service, innovating processes and procedures, Keeping track of work force leaves, attrition and KPI’s. Generating Productivity Analysis reports, real-time call traffic monitoring and strategic work force management.

The workforce management position manages all aspects of performance management for the workforce. This includes helping managers set goals and conduct performance reviews. This position works with vendors to select performance management software and troubleshoots software issues. This position has the responsibility of preparing performance management communications and shares them with the workforce. This position also creates and maintains new performance management processes.

• Managing a program of 500 employees with a team of senior supervisors, supervisors, team leads and workforce management.
• Administrative support
• Maintaining service levels to the standards
• Communicate strategy and plans within the company and outside as appropriate. Ensure proper transfer of information to the lowest level through effective communication processes.
• To define operational requirements for new hires
• Ensure compliance with all company policies, procedures and practices
• To take the decision on a misconduct or corrective action according to company HR policies

• Implement policies and procedures relating to appropriate Call Center quality control systems
• Assist in planning and making available all strategic resources necessary for smooth running of call center operations
• Implementing training course for new recruits – boosting productivity
• Formulating feedbacks and coaching plans to enhance the number of sales
• Dealing with day to day production issues
• Conduct trainings of employees in a timely manner to make sure everyone is performing up to par.

Generally, I use to manage the day-to-day planning, operation and problem-solving so that a team meets it required level of service or production. A team leader of a call center ti was accountable of monitoring calls and coaches performance. Including their discrepancies’ regarding performance and Quality, main achievement was to bring all below par agents to a level were they can go to next level

• Providing customer services on the phones, emails and on internet
• To deal each contact with highest efficiency to ensure the maximum customer satisfaction.
• To escalate customer concerns to relevant departments to ensure that the customer’s query is resolved
• Handling Inbound Calls of prospects and handling their concerns
• Reaching highest numbers of customer satisfaction through First Call Resolution on regular basis and keeping myself on the top at the end of each day

Making sales over the phone to one of the 2nd leading lan line companies in usa, our main objective was to make as much sales we can, which can bring cordia on top in USA.