Workforce Management
Resource Planning Manager
Aug 2018 - Oct 2022 · 4 yrs 3 mos
- • Responsible for managing a direct and virtual team of workforce officers across dnata travel contact centers. Leading 8 RP officers and 12 Real Time Analysts.
• Forecast short, medium, and long-term contact volumes for dnata contact center businesses.
• Define, plan, and establish resource requirements across all accounts and functions to meet business KPIs.
• Implement best practices in workforce management and scheduling to deliver maximum productivity and consistency of outcomes
• Set performance objectives, review progress, and provide feedback to staff within the WFM function.
• Implement procedures to improve team productivity and performance.
• Effectively train, coach, and mentor your team to empower them to deliver.
Tools: Avaya, Verint, Workforce Optimization, Salesforce
Corporate Reports Team Leader
Team Leader - Corporate Reports
Dec 2016 - Jul 2018 · 1 yr 8 mos
- • Lead a team of 6 data analyst for Corporate Accounts
• Tracking, reporting and reconciling travel expenses for a multinational financial institution for 8 countries
• Analyze trends, causes and variances, create and distribute routine and ad-hoc reports.
• Working with the Business Managers to determine client reporting requirements - content, frequency, and delivery schedules
• Pro-actively designing and delivering new reports to clients that add value to their travel program
• Tools: GEMS (Global Expense Management System) data consolidation, DMS Data Management System
Data Analyst
Team Leader - Corporate Reports
Dec 2016 - Jul 2018 · 1 yr 8 mos
- • Lead a team of 6 data analyst for Corporate Accounts
• Tracking, reporting and reconciling travel expenses for a multinational financial institution for 8 countries
• Analyze trends, causes and variances, create and distribute routine and ad-hoc reports.
• Working with the Business Managers to determine client reporting requirements - content, frequency, and delivery schedules
• Pro-actively designing and delivering new reports to clients that add value to their travel program
• Tools: GEMS (Global Expense Management System) data consolidation, DMS Data Management System
