Ayodeji Babatunde

Nigeria Nigeria

Analyst Resource Planning and Reporting

Telecom / Mobile

• Ensure even achievement of service levels across board • Increase staffing levels or modify call routing to increase service levels • Monitor real-time ACD agent work state reports • Generate new forecast when current day forecast has high deviation from actual • Manage employee information changes • Administration of Intra-day schedule changes • Change skills and priorities of Agents to address calls in queue • Extract data from relevant applications and tools to provide insightful reports for the Call Center, Back Office and other unit within and outside Customer