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January 2021 – November 2023 Workforce Manager (WFM) Duties and job responsibilities: • Maintains organization staff by establishing a recruiting, testing, and interviewing program; counseling managers on candidate selection; conducting and analyzing exit interviews recommending changes. • Overseeing the annual employee review process. • Arrange schedule and Rooster monitoring and salary document. • Developing and implementing HR policies and procedures. • Ensure line managers are up to date with changes to any policies. • Measure employee satisfaction and identify areas that require improvement. October 2015 – December 2020 Head of Department (HOD) Duties and job responsibilities: • Work closely with the team, motivating and coaching them hosting 1-2-1’s and team meetings. • Keeping up to date with business development and new product lines. • Reporting to the Customer Service Manager. • Manage day-to-day line activities, priorities and make risk/impact assessments within existing processes and procedures towards achieving SLAs. • Ensure training and development plans are maintained for all team members. • Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved. • Support the Operations Manager to highlight operational risks and areas for improvement. March 2014 – October 2015 Call Center Officer Duties and job responsibilities: • Provide professional support to customers. • Receive phone calls and consult with customer, solving problem for customer etc. • Inform clients by explaining procedures answering questions, providing information. • Strong phone and verbal communication skills along with active listening.
So how do we get clarity? Simply by asking ourselves lots of questions: What do I really want? What does success look like to me? How will this achievement change my life? How can I use this success to make a difference for others?
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