Kelvin Zhang

Experience

• 

  GENPACT LLC

  Jul 2006 - May 2008

  WFM analyst

  Data analyst: Be responsible for gathering and analyzing current and historical data, making call volume forecasting based on historical data, making shift according to staff working capacity, adjusting shift based on volume trend and shift adherence; be responsible for daily and monthly report making, giving constructive suggestions to on-site SV and OM to meet KPI target required by customers; to improve forecasting accuracy based on forecasting analysis; be responsible for shrinkage reports and dashboard making; staff scheduled leave and unscheduled leave arrangement and some performance report making; be responsible for headcount calculation; be familiar to CRM and Avaya CMS and have strong sense of responsibility and teamwork awareness；good communication skill and effective interpersonal skill. Show less

• 

  Hewlett-Packard

  Jun 2008 - May 2011

  Global Capacity Planning(***** | Forecaster/Scheduler

  Forecaster/Scheduler in Global Capacity Planning team Be responsible for volume and staffing forecasting based on historical data by Aspect eWFM system, and making schedules based on the call volume forecasting by Aspect eWFM tool and database maintenance; give solution and advices to operation managers after data analysis to improve KPI ;join forecasting, scheduling , tracking and other capacity planning meeting to optimize the operation performance and maximize customers’ satisfaction Show less

• 

  Convergys

  May 2011 - Nov 2013

  Engaged in new business bid, coordinated with the management teams ofChina site to present our advantages and operation capacity. During the program transition, be responsible to communicate with client about volume forecast, FTE required, KPI performance and KPI improvement. Be responsible to control and improve the operation performance by workforce management including volume forecasting, scheduling and real time management with team members. Coordinated with operation to detect issues based on data analysis and find root cause to improve KPI’s performance, customers’ satisfaction and optimize the workforce as well. Engaged in reports making Be responsible for attendance and vacation management Show less

  • Operations Manager

    Jun 2013 - Nov 2013

  • BPO Operation WFM Planning Manager | ****/**

    May 2011 - May 2013
• 

  Siemens Digital Industries Software

  Feb 2014 - now

  Sr Marketing Manager of AP demand development
• 

  Siemens Industry Software

  Feb 2014 - now

  Senior Operation Manager of AP Demand Development Team

  Demand Generation Operation management including but not limited to• Generate sales opportunity (marketing qualified leads) for sales team• Drive team to achieve KPI target like suspect opportunity, Sales accepted opportunity conversion rate, closed won rate and etc• Define operators' training needs and leverage resources to meet it • Improve process, motivate staff, manage operation performance, • Improve KPI performance and customers’ satisfaction.