Bahadır Eren

• Responsible for Workforce Management (incl. Planning, Scheduling, Monitoring and BI & Reporting Teams) + Quality Assurance + Process Improvement + Customer Experience

• Manage a team of 23 members: Reporting & Business Intelligence, Planning (WFM) and Monitoring.
• Implement Qlikview reporting system in all operations (in less than 1 year )
• BEST WFM certification for the first time in Teleperformance Turkey.
• Automation of forecasting, capacity planning and scheduling by using Teleopti in all operations.

• Managing outbound activities by Data & Dialer functions
• Monitoring inbound & outbound operations with Real Time monitoring team
• Creating Dashboards for upper management and customers on Qlikview and SAP Business Objects

• Outbound campaign management by using Interactive Intelligence (ININ) application.
• Implementing necessary strategies and dialing configurations in order to maximize operational efficiency and other targets.
• Managing and controlling all scheduling, data import-export and planning activites.
• Gathering campaign data from SQL server to provide analyses, reports and data of internal and external customers.
• Support for budget preperation process and follow-up actions.

• Preparation of shift, service, training and meal plans of inbound and outbound calls, plan
• Fraud control
• Management of the Planning and Monitoring teams (7 members).
• Preparation and follow-up of the annual budget plan
• Designing corporate customer and operational reports through Qlikview application
• Interactive Intelligence (ININ) usage in outbound calls to providing maximum efficiency
• Management of the performance system, calculating monthly performance.

Ship building and sales for international offshore firms. Making of negotiations, follow-up of contracts.