Sayed Rabby

Experience

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  Grameenphone Ltd

  Oct 2005 - Sept 2009

  Team Leader

   Handling critical issues escalated by the Contact Center Executives Lead, motivate, inspire and follow-up every CSE to ensure targeted KPI Maintain weekly Soft Skill Improvement session with every Customer Manager to ensure friendly and caring customer interaction all the time. Service trend analysis, prepare and present report to higher management. Evaluate performance of every team member, follow up and provide feedback for improvement on regular basis. Arrange weekly meeting with the Team to inform the latest updates, involve and take inputs Show less

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  DiGi Telecommunications

  Sept 2009 - Jun 2010

  Team Leader cum Quality Monitor

   To lead a team of Contact Center Consultants to attend and respond to all call in inquiries, correspondence and feedback from customers and colleagues with regards to complaints or compliments etc. To be a reference point for Contact Center Consultants and to initiate solutions to overcome the complaints received from customers by Contact Center Consultants to be resolved accurately, responsively and timely. To handle complaints from customers with unique or difficult problems this can not be satisfactorily resolved by the Contact Center Consultant. To motivate and provide counseling, coaching and feedback to consultants to ensure that they always live up their roles Contact Center Consultant To ensure action of rectification is taken to solve customer’s inquiries/complaints/problems. To ensure that all actions taken to handle customers’ enquiries ,problem and complaints are in compliance with the company’s standard Operating Procedures and policies, and to escalate any exceptions to the relevant higher authorities for further advise. To provide backup support for other customer care managers in their absence. To assume any other ad hoc duties assigned by Management, whenever required. Show less

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  Celcom Axiata Berhad

  Aug 2010 - Mar 2012

  Team Leader

   Acts as team leader, coaches and directs Customer Service Representatives (CSR) on a daily basis, oversees daily operation of the contact centre operating procedures and implements process improvements. Monitors discipline and work conduct of team members. Counsel team members in their areas of improvement to maximize their potentials. Handles escalation with effective resolution and pacifies customers profusely to meet call centre key performance goals. Assists and reports to Operations Manager all ongoing operational and day-to-day management of the contact centre, ensuring daily service levels, operational targets and quality targets are achieved. Ensures optimum productivity of Customer Service Representatives (CSR) and assist to establish strong contact centre teams through effective recruitment processes, consistent coaching and development. Communicates efficiently with customers on product/service/technical enquiries, customer complaints and problem resolution. Actively measure team members’ productivity and recommends for incentive, rewards and recognition programs to improve performance. Assists in the recruitment and selection of quality candidates as Customer Service Professional. Show less

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  VADS Berhad

  Apr 2012 - Jun 2015

  • Oversee the Workforce Management, Reporting and Analyticsa) Workforce Management and Capacity Planning Teamb) Reporting & Analytics Team• Oversees the day to day operations and deliverable of the organization to ensure customer satisfaction and operational goals and objectives are achieved.• Effectively achieves operational results while valuing all team members in the organization.• Promotes a culture that reflects the organization’s values, encourages continuous improvement, and rewards productivity and innovation.• Develop and maintain best practices and processes and procedures for operations.• Drive operational performance improvement through defined metrics.• Effectively communicate with business partners key stakeholders aware in support of the company’s values & deliverable • Develops and implements plans to improve internal and external client satisfaction in contribution to continuous business growth• Effectively researches, monitors, analyze and reports program performance• Maintains a positive, professional, respectful and caring attitude towards work• Communicates challenges clearly and collaborates with clients and business partners to ensure that issues will be resolved quickly• Offers clear and objective alternatives and work with the team to help implement solutions• Ensures regular updates between operations team and client servicing team to keep up on clients' needs and business developments• Propose and implement appropriate methods for schedules in a timely manner that ensures proper coverage and equity while maximizing efficiencies and minimizing OpEx (Operations Expenditures/Expenses)• Manage existing headcount by determining future capacity needs, recommending headcount adjustments and strategic placement of new hire classes Show less

  • Operations Support Manager

    Feb 2014 - Jun 2015

  • Work Force Management (WFM) Lead

    Apr 2012 - Feb 2014
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  PayPal

  Jun 2015 - now

  • Best in Class demand planning in optimizing servicing outcomes and business results• Provision of Best in Class volume forecasting & analytics models• Builds a deep expertise and intelligence on key volume demand drivers and value• Planning Timeframe up to a 12 months • In partnership with FP&A manages the annual HC budget planning process• Monthly budget consolidation & roll up – by ES Leader and across all ES• Monthly FP&A Submission• Provide strategic guidance and executional support to the BU (e.g., scenario planning and analysis) in terms of resource optimization, planning and SLA projections and all in consideration of budget parameters• Generates resourcing options based on the optimal servicing plan (3 months + up to 12 months)• Incorporates learning from real time management, scheduling and capacity planning to inform inputs and outputs of resource planning process• Provide resource planning SME inputs, as needed, into ES projects and initiatives, partnering with the Demand Planning Team in defining HC requirements • Partners with Operational Leaders and across the WFM wider organization to provide the right level of reporting, ongoing monitoring and insights to run their business effectively • Builds custom SL analysis and modelling such as trends & variability, root cause on volume drivers, etc• Monthly reporting and lookback on forecasting accuracy • WFM KPI reporting for ES level including look back and root causes • Manages Partner Billing & SBR Show less - Defining long term projections across multiple APAC markets, segments and functions, under-scored by robust baseline data, in addition to factoring in new and upcoming initiatives and intelligence that will impact HC requirements - Helping ensure responsibility for high quality baseline demand forecasts that are developed and maintained for Operations, leveraging statistical analysis and expertise with the best available cross-functional inputs and applying sound judgment based on knowledge of the business.- Defining short-term projections across multiple markets and segments for both phone and email based on SL targets, historical and current call volumes and patterns, and upcoming workload factors in order to forecast headcount to support- Developing and analysing reports with the objective of making recommendations for adjusting staffing levels to meeting departmental productivity and SL objectives - Navigates data and other various obstacles to deliver required forecasts and insights- Analysing and understanding Productivity, Shrinkage, Occupancy, Attrition and Staffing trends in partnership across the WFM teams- Assures proper delivery, consistency, and accuracy of forecast deliverables and outputs, gathering information from multiple sources as well as having a strong business acumen- Making judgment calls based on incomplete data, displaying a heightened level of accountability, demonstrating a sense of responsibility, confidentiality and professionalism- Building credibility, establishing rapport, and maintaining communication with stakeholders at multiple levels within a matrix based organization- Actively communicating with all relevant functions and such as OE as well as Operations to ensure that they are aware of all issues that may affect forecasting results Show less

  • Long Term Forecasting and Resource Planning Specialist

    May 2021 - now

  • Long Term Forecasting and Resource Planning Specialist

    Mar 2017 - May 2021

  • Forecasting Analyst APAC

    Jun 2015 - Feb 2017