I previously worked for Cyber City Teleservices an IQOR company. My 11 years of extensive experience in the call center industry includes queue management, forecasting, capacity planning, project management and call handling both sales and customer service. As a work force specialist, my duties includes maximizing efficiency and profitability by creating forecast, providing hiring and training plan, analyzing and tracking key performance indicators, generating customized, accurate and timely reports that best meets client requirements, and increasing utilization by creating capacity plan. I possess strong knowledge on MS office applications (Word, Excel, Power Point and etc.) and work force tools such as CMS, CUIC (CISCO) and TeleOpti.
I am well organized and result driven with good communication and coordination skills. Working in a call center industry improved my interpersonal skills which allowed me to work with people from different social backgrounds and cultures. Also, handling a group of analyst and capacity planners allowed me to improve my skills both as a team leader and member.
I am hoping for a positive feedback and I look forward to hearing from you soon.
Leah May Ochada