Ammar Bakhsh

• Develop and implement workforce plans based on business goals and objectives.
• Monitor and analyze key performance indicators (KPIs) to identify trends and opportunities for improvement in workforce operations.
• Generated and analyzed reports to monitor employee engagement and attrition trends.
• Prepared and maintained reports, dashboards and monthly data.
• Manage employee schedules, ensuring adequate coverage for all shifts.

• Responsible for Achieve service level priority.
• Maintain & track real time call volume of inbound call traffic, distributes calls based on staff availability and manages staff schedules.
• Responsible for skills distribution between different accounts.
• Responsible for forecasting analysis based on historical data and Bank future plan additionally, by creating, validating, analyzing and maintaining various Call Center reacted reports
• Responsible for intraday analysis of calling demand, monitoring and adjusting staff resources to model for maximum efficiency and all assigned reporting functions.

• Monitoring all customer care queues and skills for the achievements of service level and adherence control, spot check for leaders and managers; Generate the yearly, monthly, weekly, daily, and hourly reports, hourly.
• Reporting the status of the queues by SMS to the managers based on hourly and daily ... etc.
• Intraday management and skills allocation to achieve the targeted departmental service levels and CITC service level
• On spot staff adherence tracking to ensure the planned resources are meeting the actual for in house teams.
• 24/7 Real time tracking for staff occupancy and utilization in order to meet the planned calls/transaction capacity for vendor/outsource teams.
• Data analysis and management decision support by reporting and analyzing the data in interval.

Monitoring all customer care queues and skills for the achievements of service level and adherence control, spot check for leaders and managers, daily and hourly reports, hourly SMS reports .. etc.

Monitoring all customer care queues and skills for the achievements of service level and adherence control, spot check for leaders and managers, daily and hourly reports, hourly SMS reports .. etc.

Handling calls and solving customers complains.

Handling calls and solving customers complains.