Ojo Adeniyi

Attributes
Auditor (Position), Technical Expert
ISO 9001:2015 Lead Auditor, Industrial Chemist
+2348055573155
niyojj@yahoo.com
Bachelor of Technology in Pure and Applied Chemistry, Ladoke Akintola University of Technology, Ogbomosho, Nigeria
N/A
Experiences
Supervisor, Workforce Management (WFM)
• Lead a team of WFM specialists.
• Administration of WFM/Scheduling system (Teleopti) ensuring at all times that we are utilizing the system to the best of its capabilities.
• Setting and review of shrinkage targets along with any other WFM metrics that apply to the success of our WFM modelling.
• Staff schedules creation: Creating a schedule that best matches the workforce to the expected workload.
• Tracking and reporting on schedule adherence, staff absenteeism and attendance.
• Monitoring real time adherence performance of staff.
• Intraday management: Tracking actual daily queues performance against the forecasted.
• Coordinating the generation and reporting of Monthly
Performance (KPI) for all staff, functional units in the customer
care department to human resources department.
• Data analysis: Gather and analyse historical data for suitable decision making by management.
• Ensure the integrity of the data being produced, analysed and presented by the team members to the highest possible levels.
• Forecasting: Prediction of future workload/staffing required while isolating trends and seasonal patterns.
• Ensuring continuous improvement of analytical and reporting capabilities on staffing/forecasting.
• Create and maintain accurate headcount capacity plans that allow the business to make timely recruitment and staffing recommendations that maximise the ability to achieve service levels.
• Ensuring the timeliness of deliverables by the team members.
• Lead WFM calls/meetings with management regarding past and future performances.
• Responsible for skillset management of agents in agreement with call centre management.
• Responsible for highlighting and advising call centre management on critical technical operation decisions.
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