RB Joseph Ada

• Operational Expertise: Managed intraday KPIs, conducted root-cause analyses, and implemented improvement plans to enhance efficiency.
  Invoicing & Financial Oversight: Handled client invoicing and accruals, ensuring accuracy and timely submissions to meet financial requirements.
  Technical Skills: Proficient in WFM tools, data analysis, and reporting to optimize performance and streamline operations.
  Training & Mentorship: Provided SME-level guidance and training for RTAs and new hires on WFM processes and tools.
  Stakeholder Engagement: Maintained strong relationships with management, clients, and teams, acting as a key escalation point for operational challenges.
  Process Optimization: Developed efficiency-driven reports, ensured compliance with audits, and supported scheduling and financial operations.

• Optimized staff scheduling across multiple shifts and locations using four advanced scheduling tools, enhancing operational efficiency and customer satisfaction.
  Analyzed key workforce metrics (quality, productivity, attendance, service levels) to support data-driven scheduling decisions.
  Ensured seamless communication of schedule updates, adjustments, and availability to teams and management through diverse communication platforms.
  Designed and maintained accurate, efficient scheduling systems aligned with program requirements and business goals.
  Collaborated cross-functionally to align workforce planning strategies with organizational objectives.
  -Delivered actionable feedback and recommendations to refine scheduling processes and policies based on data insights.

Monitored queue volumes and agent schedule adherence in real-time, ensuring seamless operations across diverse work types and markets.
Tracked contact volumes, activity code usage, and shrinkage to enhance SLA and KPI visibility and reporting for intraday performance.
Designed and optimized schedule shells, allocated programmed shrinkage, and maintained scheduling matrices to improve workforce efficiency.
Identified and addressed intraday challenges, providing actionable solutions to align staffing with interval-level expectations.

Monitored and analyzed real-time call center performance metrics to ensure operational efficiency and improve customer satisfaction.
Identified trends, bottlenecks, and improvement areas by analyzing call volume, wait times, and abandonment rates.
Adjusted staffing levels and call routing in real-time using data insights to optimize call center operations.
Communicated performance updates and strategic recommendations to call center managers and staff.
Prepared detailed reports for management, highlighting performance metrics and opportunities for improvement.
Contributed to developing and implementing innovative processes to enhance call center performance.

Communicated effectively with non-technical customers, translating complex concepts into easily understandable language.
Enhanced customer satisfaction by efficiently resolving technical issues and providing effective solutions.
Provided timely responses to customer inquiries, ensuring a high level of client satisfaction and retention.
Managed challenging customer situations with professionalism, demonstrating empathy while maintaining focus on finding solutions.
Collaborated with team members to develop comprehensive support strategies, enhancing overall service quality.
Analyzed issues to identify troubleshooting methods needed for quick remediation.
Streamlined the troubleshooting process for improved resolution times and increased customer satisfaction.