Subscribe to daily business and company news across 19 industries
×Jameelah January
Business unit leader - Real Time Management at Direct Axis.I lead a real time management team that manages any variance against plan, in the most optimal (commercially minded) manner.
- Connect (Jameelah January knows me)
- Colleague
- Weve done business together
- Weve worked together
- Met in person
- Interacted with online
- Classmate
- Friend
- Family
- Follow
Show profile Hide profile•Management of 10 real time administrators who supports the contact centre with a total of 750 consultants across various business divisions
•Responsible for Continuous Improvement within Contact Centre from a RTM perspective to ensure improved efficiencies
•Management of Morning and Afternoon production meetings to establish targets and advised on targets variances
•Analyzing the Contact Centre processes and recommending improved strategies.
•Providing management with information by compiling various reports; interpreting statistical data, detailing performance trends & progress in relation to business objectives
•Exposure & familiarity to the modeling of Capacity planning requirements for Contact Centers (Inbound, Outbound, fulfillment and back office areas) for the fiscal year with continuous updates & tracking in order to ensure that all areas remain within budget.
•Management of the contact center overtime submission process to HR for 750 consultants
•Management of the contact center late coming process and ensure that all instances of late coming on a consultant level is worked back
• Administration of setup and utilization of WFM software (invision) and ACD reporting
• Administration of communication to and from Operations and other support departments
• Collection and analysis and reporting of historical center performance statistics
• Collection and analysis and reporting of historical agent performance statistics
• Manage day to day forecast / staff plan
• Supply Human Resources monthly data for enterprise statistic reports
• Maintain a solidified relationship with the Training department to coordinate the multiskilling of consultant based on a shortage of skill set and business initiates.
• Own the contact center skill matrix, real time dashboard with all 750 consultants' skill and language competencies.
• Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements
•Responsible for maximizing efficiency and occupancy while meeting service objectives
•Oversee analysis and reporting of employee performance including schedule adherence
Dialer Manager
•Management of 8 Dialer administrators who supports the contact center with a total of 750 consultants across various business divisions
• Ensure maximum utilization of the dialer and multimedia ( Presence)
• Providing of campaign stats and setup
• Escalate deviations from dialer strategies
• Liaise with vendors for any system performance issues or enhancements
Direct Axis Work force planner: August 2009- July 2012
• Host of Daily production meeting -daily productivity targets are set for the business to achieve.
• Maintain relationship with marketing and all internal clients
• Generate shifts for 1-3 months in advance for 13 departments
• Forecasting expected volumes in areas that either consist of Inbound, outbound, Email(multimedia), leads work types
• Forecasting of Call Volumes based on Statistical information, as well as judgmental forecasting
• Ensuring efficient utilization of ACD system
• Scheduling- month on month shift review and analysis
• Scheduling - assigning shifts applicable to the forecast
• Gained insight to capacity planning
• Providing management with information by compiling various reports; interpreting statistical data, detailing performance trends & progress in relation to business objectives
• Analysis & Reporting on Marketing Campaigns & Various Products Categories based on response rates by way of Call Volume statistics & trends
• Analyzing the Contact Centre processes and recommending improved strategies.
•Management of 10 real time administrators who supports the contact centre with a total of 750 consultants across various business divisions
•Responsible for Continuous Improvement within Contact Centre from a RTM perspective to ensure improved efficiencies
•Management of Morning and Afternoon production meetings to establish targets and advised on targets variances
•Analyzing the Contact Centre processes and recommending improved strategies.
•Providing management with information by compiling various reports; interpreting statistical data, detailing performance trends & progress in relation to business objectives
•Exposure & familiarity to the modeling of Capacity planning requirements for Contact Centers (Inbound, Outbound, fulfillment and back office areas) for the fiscal year with continuous updates & tracking in order to ensure that all areas remain within budget.
•Management of the contact center overtime submission process to HR for 750 consultants
•Management of the contact center late coming process and ensure that all instances of late coming on a consultant level is worked back
• Administration of setup and utilization of WFM software (invision) and ACD reporting
• Administration of communication to and from Operations and other support departments
• Collection and analysis and reporting of historical center performance statistics
• Collection and analysis and reporting of historical agent performance statistics
• Manage day to day forecast / staff plan
• Supply Human Resources monthly data for enterprise statistic reports
• Maintain a solidified relationship with the Training department to coordinate the multiskilling of consultant based on a shortage of skill set and business initiates.
• Own the contact center skill matrix, real time dashboard with all 750 consultants' skill and language competencies.
• Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements
•Responsible for maximizing efficiency and occupancy while meeting service objectives
•Oversee analysis and reporting of employee performance including schedule adherence
Dialer Manager
•Management of 8 Dialer administrators who supports the contact center with a total of 750 consultants across various business divisions
• Ensure maximum utilization of the dialer and multimedia ( Presence)
• Providing of campaign stats and setup
• Escalate deviations from dialer strategies
• Liaise with vendors for any system performance issues or enhancements
Direct Axis Work force planner: August 2009- July 2012
• Host of Daily production meeting -daily productivity targets are set for the business to achieve.
• Maintain relationship with marketing and all internal clients
• Generate shifts for 1-3 months in advance for 13 departments
• Forecasting expected volumes in areas that either consist of Inbound, outbound, Email(multimedia), leads work types
• Forecasting of Call Volumes based on Statistical information, as well as judgmental forecasting
• Ensuring efficient utilization of ACD system
• Scheduling- month on month shift review and analysis
• Scheduling - assigning shifts applicable to the forecast
• Gained insight to capacity planning
• Providing management with information by compiling various reports; interpreting statistical data, detailing performance trends & progress in relation to business objectives
• Analysis & Reporting on Marketing Campaigns & Various Products Categories based on response rates by way of Call Volume statistics & trends
• Analyzing the Contact Centre processes and recommending improved strategies.
