Stevenston, North Ayrshire, United Kingdom
WFM Analyst at Manpower@IBM
Information Technology and Services
Education
St Andrews Academy
Experience
Manpower@IBM August 2008 - Present
Manpower@IBM October 2000 - August 2008
Skills
Customer Experience, SQL, •Driving centre to..., •Manage and drive..., Vendor Management, Teamwork, Troubleshooting, Business Intelligence, Data Analysis, Software Documentation, Requirements Gathering, Workforce Management, Team Management, Access, Process Improvement, Call Centers, Schedules, •Work instructions..., •Forecasting using WFM..., Performance Management, Analysis, BPO, CRM, Forecasting, •Manage overall FTE..., Quality Assurance, Sla, enable quality..., Requirements Analysis, Team Leadership, Operations Management, •Manage ID requests..., Business Analysis, Change Management, Cognos, •Lead country focal..., •Intraday Management..., Customer Satisfaction, •Providing operational..., Databases, Avaya, •Scheduling using WFM..., •Quality management..., Training, IEX Total View, Management, Business Process..., •Manage and drive..., Service Delivery, Analytics