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porto alegre,
brazil
Ni saa 7:19 PM hapa
Alijiunga Januari 3, 2022
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Felipe L.
@FelipeLaier
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porto alegre,
brazil
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Kwa Bajeti
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Kwa wakati
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Kiwango cha Kuajiriwa Tena
Analista de WFM / RTA Lead
Wasiliana na Felipe L. kuhusu kazi yako
Ingia ili kujadili maelezo yoyote kwenye gumzo.
Kaguzi
Mabadiliko yamehifadhiwa
Hakuna maoni ya kuona hapa!
Uzoefu
Workforce management lead
Mei 2021 - Sasa
Responsibilities:
• Managing a team of 4 analysts for one of the biggest music streaming services in the world.
• Workforce management's POC between MSQ and client for real time analysis related subjects.
• Analyzing data and drivers in order to improve teams performance.
• Regularly meeting with client and a global team of analysts across different vendors to optimize capacity.
• Participating on OKRs development.
• Liaising internally operations & training teams to maximize productivity.
Workforce Management Analyst
Mac 2018 - Apr 2021 (3 years, 1 month)
• Creating volume forecast plans for the Global Operations;
• Developing capacity plan;
• Supporting the design and delivery of complex staffing models to monitor and report resource utilization and time and attendance;
• Generating and publishing reports to key stake holders;
• Reviewing and interpreting reports to understand impact of business rule changes on workload and scheduled hours;
Customer Care Lead
Jul 2015 - Jan 2018 (2 years, 6 months)
Customer Care Lead July (Nov 2016 / Jan 2018)
- Leading a team of 5 people.
- Managing Customer Care team’s workflow and assigning tasks
- Reviewing quality and client’s feedbacks
- Continued to operate agent's tasks on daily basis.
Customer Care Agent (July 2015 / Nov 2016)
- Answering queries about TinderPoint's services for the Brazilian market through phone calls and chat
- Handling over potential clients to sales team
Elimu
Bachelor of Arts (Honours) in Business
(4 years)
Wasiliana na Felipe L. kuhusu kazi yako
Ingia ili kujadili maelezo yoyote kwenye gumzo.
Udhibitisho
Ujuzi wa Juu
Angalia Wafanyakazi Huru sawia:
Pitia Onyesho Sawia
Mwaliko umetumwa kwa mafanikio
Asante! Tumekutumia kiungo cha kudai mkopo wako bila malipo kwa barua pepe.
Hitilafu fulani imetokea wakati wa kutuma barua pepe yako. Tafadhali jaribu tena.
Imeshindwa kunakili kwenye ubao wa kunakili, tafadhali jaribu tena baada ya kurekebisha ruhusa zako.
Imenakiliwa kwenye ubao wa kunakili.
Onyesho la kukagua linapakia
Ruhusa imetolewa kwa Uwekaji wa Kijiografia.
Muda wako wa kuingia umeisha na umetoka nje. Tafadhali ingia tena.