Skills

  • HTML/CSS 
  • Typing Skills
  • Customer service
  • Microsoft Word
  • English
  • Excel
  • C++
  • Adobe Photoshop
  • System administration
  • Sql
  • Jira

Experience

Reginald Edebe

Work experience
  • Real Time Analyst at   Dlight
  • Serve as the primary point of contact on workforce management policies
  • Serve as subject-matter expert on workforce optimization issues
  • Ensure service level targets are met; maintain the right headcount, and calculate call capacity
  • Responsible for the maintenance and upkeep of scheduling software
  • Responsible for reporting data management activities around employee scheduling and forecasts
  • Improve processes and increase efficiency of operations by recommending necessary changes
  • Undertake majority of call forecasting and agent scheduling for the contact centre
  • Ensure employees’ time is accurately recorded by reviewing every timecard in Oracle and I3 or other applicable software
  • Resolve errors such as missed punches, meal break adjustments, and correct project code, etc. affecting employees
  • Undertake the review and record of time worked against the proper job task code when an employee works overtime within a different cost centre
  • Adjust total hours worked and any time off (leave) an employee has recorded in Oracle or applicable software
  • Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
  • Administers volume contingency action plans as deemed necessary and appropriate.
  • Runs and analyses reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
  • Facilitates real-time discussions with necessary stakeholders.
  • Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
  • Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.
  • Ensures that all reports originating from the department are accurate and reliable.
  • Helps with the integration and implementation of new call centre technologies.

Related persons

Randel EdebeI.T Technician at Shamikel Electronics limited
eugene gumbeAdministration, Business Development, Customer service
Rose MkokManagement, Customer service, Banking
Wacira GatheruScriptwriter at adalabsafrica.com