Sarah Gosse

Creating contact forecasts and identifying headcount requirements. Planning schedules according to forecast for frontoffice, backoffice and outbound queues to achieve Service Levels. Managing all offline time, including planning trainings, meetings, absences etc. Allocating holiday allowances and managing all absence requests. Analyzing and reviewing KPIs and historicals to identify current trends to further improve performance.

Overseeing Workforce across four different sites planning schedules according to forecast, historical trends and external influences to ensure Service Levels can be achieved. Scheduling off -phone time and managing agents Holiday requests to ensure all over - and under capacity is managed appropriately to current call volumes. Holding a good working relationship with Trainers, Coaches, Operations, OSV partners and Management.

Managing the internal SAP upgrade UAT process which is including identifying internal processes that need to be tested. Writing the subsequent scripts and completing the actual tests.

Monitoring all incoming call lines for Apple internal and Outsourced Vendor centers to ensure meeting Service Level target. Monitoring agents adherence to schedules and reviewing daily performance to identify any possible challenges. Recording sick- and lateness, scheduling and managing offline time for frontline advisors. Controlling the Call Flow to ensure that call routing is correct. Being first point of contact for system-, network- or telephony- issues and assisting with basic troubleshooting.

Handling Service and Sales calls and providing excellent customer service while interacting with different departments to resolve customers issues accurately and quickly.