Operation Specialist

WOO Network

1.  Infoset (CRM tool)
2.  Support for Institutional Investors
3.  KPI preparation
4.  Participating in the establishment and management of operational processes
5.  Participating in the establishment and management of Customer Support processes
6.  Creation of quality metrics
7.  Forecasting, Capacity and shift planning
8.  Vendor management and coordination (Dinamik CRM and NetGSM, BirAPI, TechOps, Vakıfbank, Fibabank)
9.  Banking Ops.
10.  Establishment and Follow-up of Banking processes(refunds, transfers, deposits and withdrawals)
11.  Fiat on-ramp system management
12.  OTC (over the counter) operation designing and supporting
13.  Preparing the KPI of operation

Workforce Management Analyst

Teleperformance

1.  Teleopti (Forecasting and Capacity Planning)
2.  CCPulse – AloTech (Monitoring)
3.  Qlikview (Getting data)
4.  Proficiency in Earlang-C and other capacity management methods
5.  Preparation of weekly shift plans within the legal obligation and operational requirement.
6.  Planning and reporting required for the Call Center
7.  Providing reporting to operations management by working in coordination with managers
8.  Preparation of Meals and Breaks times of the connected operation with the WFM application.
9.  Instant monitor follow-up
10.  Taking quick actions in crises
11.  Taking action by analyzing deviation in planned and actual values
12.  Preparation of Monthly, Weekly and Daily Performance Reports of the Affiliated Operations.
13.  Preparation of monthly FC analysis on the basis of Skill and simulation of WFM application
14.  Determination of HC requirement according to FC. Coordinating with the HR unit on Missing or Excess HC.

Real Time Monitoring Specialist

• Teleperformance

1.  Data tracking via Ccpulse.
2.  Receiving data via Qlikview and sharing the received data with the administrator and operation
3.  E-Commerce and Airline project responsibility
4.  KPI tracking
5.  Determining break and meal periods
6.  Taking quick actions in crises
7.  Instant monitor follow-up

Bandırma Universty

Leadership and Global Entrepreneurship

Balıkesir Universty

Business