Helou
Vice President Sr Business & Data Manager @City National Bank
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WORK HISTORY
Vice President Sr Business & Data Manager @City National Bank
Los Angeles, CA, US
EDUCATION
California State University, Northridge
Bachelor of Science (BS)
SKILLS
ABOUT HELOU
Responsible for leading end to end Call Center Forecasting and Workforce Management Operations:1) Call Forecasting1a) Strategic monthly volume forecasting - For hiring decisions (12 to 36 months out)1b) Tactical daily and weekly forecasting - For scheduling call center agents2) Capacity & Staffing Plans2a) Building models that output FTE requirements by month to achieve Service Level objectives2b) Forecasting inputs such as AHT, Attrition, Occupancy and Shrinkage to incorporate in the model2c) Adding new hire recommendations to offset workload and attrition3) Scheduling Sales and Service Agents to achieve Service Level, ASA, Abandon Rate and Idle Rate4) Real Time monitoring of queues and agents to optimize the customer, associate and shareholder experience5) Payroll leakage monitoring and adjusting by ensuring timesheets match hours worked in the scheduling software and the log-in/routing application6) Call center metrics reporting
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