Yeabsira Baheru
Workforce Management Specialist @MGM Resorts International
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WORK HISTORY
Workforce Management Specialist @MGM Resorts International
MD, US
Work collaboratively to complete daily scheduling tasks, including managing leave requests and callouts-Serve as a subject matter expert on Workforce Management software and processes-Collaborate with department leaders to create scheduling solutions that reflect current business demands, account for exceptions, and support accurate staffing levels and efficiency strategies-Suggest scheduling changes and create new business models-Identify best practices to enhance staffing while adhering to current labor agreements, and ensure ethical and equitable scheduling processes-Determine the balance between optimal scheduling, service expectations, and compliance with current legal or legislative requirements-Track, monitor, and communicate all system issues and downtime-Manage Key Performance Indicators, including but not limited to Service Level, Occupancy, Abandon rates, ASA and AHT on a daily, weekly, and monthly basis
EDUCATION
SCHOOL OF TOMORROW
High School Diploma
Clark University
Bachelor's degree, International business management
ABOUT YEABSIRA BAHERU
Experienced Technical Support Professional with a demonstrated history of working in the outsourcing/offshoring industry. Skilled in High Performer, Customer Experience Management, Contact Center Operations, Contact Center Management, and Technology Solutions. Strong support professional graduated from School of tomorrow Ethiopia high school diploma with outstanding grades and Bachelors of International Business Management degree from Społeczna Akademia Nauk also with great distinction.
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