Image de profil de HamzaSilwady
@HamzaSilwady
Drapeau de Jordan Amman, Jordan
Membre depuis le 17 août 2018
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HamzaSilwady

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Creative, resourceful and able to adapt to changing priorities and maintain a positive attitude and strong work ethic and able to communicate effectively.
$10 USD/hr
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Portfolio

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Expérience

Senior Workforce Management Officer

Aug 2016 - Oct 2017 (1 year)

- Provide technical guidance on all issues throughout the evaluation design and implementation. - Provide technical assistance in evaluation design, data collection methodologies, and sampling strategy. - Contribute input to design of data collection instruments and conduct focus groups and in-depth interviews. - Conduct data analysis. and contribute to the final evaluation report, including drafting sections as needed. - Participate in presentations on evaluation findings as needed

Workforce Management Officer

Aug 2015 - Aug 2016 (1 year)

- Manage forecast in order to meet service levels and efficiency. -Utilize schedules to determine variances to forecast, AHT and staffing. - Requests allocation or skill addition, Analyzes schedules throughout the day to determine if service levels goals are in jeopardy. - Identifies improvement opportunities and implement solutions to improve site productivity Queue Management Performs skill changes when thresholds/efficiency/service levels are in jeopardy. - Exception Reporting.

Real Time Management Officer

Jul 2014 - Aug 2015 (1 year)

- Provides hourly communication on all aspects of the contact center performance. - Documents any actions taken or issues impacting performance. - Queue Monitoring—Monitors site performance to ensure service levels metrics are met. - Real Time Adherence—Oversees minute by minute contact center queue management. - Oversees adherence per interval - Executes plan real time according to the situation. - Checks attendance calls and voice mail.

Éducation

A Bachelor's degree

2009 - 2013 (4 years)

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