Experienced manager with proven track record of success in leading the resource planning function of a multi-channel and multi-site contact center. Large area of expertise, skilled in workforce management, contact center technology (contact routing and wfm), project management, process improvements and customer experience.
In depth knowledge of workforce management, routing strategies, databases and reporting. Proven experience of planning and deploying capacity plans for large scale contact centre of 1000+ seats in a multi-channel and multi-site environment. Design and implement strategic initiatives to optimize the forecasting, staffing and contact routing strategies. Sound business ...
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