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$
USD
Nikos M
@nikos_m82
Contact Centre Workforce Management Consultant
Grèce
Allemand, Grec, Anglais
À propos de moi
Workforce management (WFM) consultant for contact centres. I build Erlang C staffing models, audit forecast accuracy and create shift schedule templates in Excel and Google Sheets, so your team hits service level without paying for overstaffing. Clear deliverables, plain-English explanations.
Compétences
Nikos M
hors ligne •
Voir mes services
Modélisation et analyse statistique
I will build an erlang c staffing model for your contact centre
Modélisation et analyse statistique
I will audit your contact centre forecast accuracy
Expérience professionnelle
IntouchCX
Temps plein • 3 yrs 4 mos
Operations Manager
Mar 2023 - Jan 2024 • 10 mos
Managed customer operations and service delivery. Focused on optimizing operating models, improving CSAT scores from 4.2 to 4.75, and leading CRM-enabled transformation programs involving Salesforce and Dynamics 365 integration.
Senior Team Lead
Aug 2021 - Feb 2023 • 1 yr 6 mos
Supervised multiple teams to ensure high-quality service delivery. Standardized processes across internal and outsourced teams while governing large-scale vendor setups to improve cost efficiency and service quality.
Team Lead
Aug 2020 - Aug 2021 • 1 yr
Led a team of customer service professionals in the Athens Metropolitan Area. Focused on performance management, coaching, and translating operational complexity into actionable performance frameworks for the team.
