Sadia Amiri

Experience

• 

  Transcosmos Information Systems Ltd

  Jan 2019 - Jun 2024

  • Supervising the team, managing the agent's performance and requests. • Identify contemporaneous and prospective openings, interview suitably qualified applicants, and ultimately, extend job offers to the strongest candidates• Oversee and motivate customer service teams in order to improve business performance and help them achieve the targets.• Help in training staff, analysing inquiries and developing new strategies and procedures.• Setting and monitoring performance goals, conduct weekly performance reviews.• Deal with the escalations.• Responsible for reporting tasks including EOD, MTD, CPH etc.• Make sure the KPI's are met.• Managing schedules and workloads Show less • As a fossil workforce admin, supporting all WFM and administration related tasks within the fossil service.• Forecasting labour needs• Scheduling employees• Tracking time and attendance• Managing absences• Analysing data• Recruitment and hiring: This involves developing job descriptions, posting job openings, reviewing resumes, interviewing candidates, and selecting the best candidates for the job.• Supporting compliance, ensure that the organization is in compliance with labour laws, regulations, and other legal requirements.• Once new employees are hired, responsible for onboarding and training them to ensure they have the necessary skills and knowledge to perform their job duties.• Responsible for managing payroll and ensuring that employees are paid accurately and on time.• Responsible for managing employee relations issues such as grievances, conflicts, and disciplinary actions.• Develop and implement policies and procedures related to human resources and workforce management. Show less

  • Customer Service Team leader and hiring manager

    Sept 2022 - Jun 2024

  • Workforce administrator

    Mar 2022 - Sept 2022

  • Customer Service Representative

    Jan 2019 - Mar 2022
• 

  Covalen

  Apr 2024 - now

  WFM Real Time Planning Analyst

  Real-Time Monitoring: Continuously monitoring workforce performance to ensure service levels and KPIs are met, making intraday adjustments as needed.Intraday Reporting & Analysis: Generate and analyze intraday reports to track key metrics and identify opportunities for improvement.Support for Forecasting & Planning: Provide insights from real-time data to support long-term workforce planning and forecasting.Tool & System Management: Maintain workforce management systems for accuracy and provide support to colleagues.Payroll Coordination: Ensure accurate tracking of hours worked and coordinate with payroll and Finance team to ensure timely and correct payment for all employees. Show less