Kubendran Govender

To submit detailed, workable and relevant client reporting. Staff planning and forecasting headcount requirements. Analysing reports and making recommendations of better operational efficiencies to the call centre and client. Make recommendations in order to maximize productivity performance and implement process improvement where shortfalls arise. Day to day intra-day support. Managing and achieving the clients SLAs. Translate overall company/client SLA into call centre operations. Incoming call forecasting and capacity scheduling. Monitor results of headcount growth in terms of cost, operational volume and efficiency. Analyse and recommended creative solutions that could increase attraction and retention of highly qualified call centre representative. To support the end to end scheduling process ensuring that intra-day staffing levels match customers demands. To liaise with key department to assess the effectiveness of the Resource Planning service and to make improvements in how that departments operates. To identify improvements to the planning & scheduling process and make recommendations for change