About Nthabiseng Saka:
Please refer to my cv
Experience
Scheduling
Queue monitoring of 12 Geographic’s
Monitoring, recording, and escalating real-time schedule adherence incidents
Monitor the key performance indicators (KPIs) and provide alerts when any metric is out of
the target.
Take actions before events that affect the indicators (change the routing profile or skill, re-
assign the task to the resources, re-scheduling lunchtimes or break times, pre-shift,
coaching sessions, etc.)
Notify the supervisors of agents outside of their schedule (absenteeism, tardiness, lunch
and break out of time, or excess of lunches or breaks).
Provide alerts for atypical call volume (volume increase or decrease)
Follow up on the status of the agents and maintain control of the AHT.
Ensure that the work tools are working correctly, both management and operational.
Reports
Build, modify, update, analyze and interpret the content of reports.
Daily update of operational management reports (attendance, performance, executive
reports, among others
Daily update of the WFM reports (accuracy in the intraday forecast, incident report, among
Evaluate and detect deviations and propose continuous improvements.
Education
Higher certificate in Logistics and Supply Chain Management
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