Menu

Stephane JOUVELOT

RUEIL MALMAISON

Electionseuropéennes 2024

RETROUVEZ GRATUITEMENTLe résultat des européennes à Bordeaux ainsi que le résultat des européennes en Gironde.

En résumé

Mes compétences :
Workforce Management
Planification
Strategic Planning
Budgétisation
Forecasting
Scheduling

Entreprises

  • American Express Global Business Travel - Deputy Director - EMEA Workforce Scheduling

    RUEIL MALMAISON 2015 - maintenant

  • American Express - Deputy Director - EMEA WorkForce Planning [SLM France & Spain]

    RUEIL MALMAISON 2011 - 2015 = Report to the Director EMEA WorkForce Planning
    - Management of 6 Resource Planning Analysts
    - Scope: 12 contact Centre - 65 Teams - 750 FTE

  • British Consumer Association - Which? - Resource & Planning Operations Manager

    2009 - 2011 = Report to the Head of Customer Service
    - Management of 4 Resource Planning Analysts
    - Implementation of Avaya ACD - from Alcatel to Avaya (Nov/Dec 09)
    - Reshaping of Resource Planning Roles and Responsibilities
    - Implementation of Verint 360 WFM - from Q.Max to Verint (Feb 10)
    - Centralisation of the Telemarketing Forecast within Resource Planning

  • Air France KLM - Resource Planning, Telecom & MI Supervisor

    Paris 2005 - 2009 = Report to the Head of Operations
    - Creation & set up of the Resource Planning Department within Air France European Call Centre
    - Managed a team of 5 analysts (3 RPA, 1 MI & 1 ACD/Statistics).
    - Responsible for the forecast of the European Sales and Service Centre activity and defines the needs and allocation of resources.
    - Managed the ESSC telephone lines and ensures the efficiency of call routing and distribution, in a multi skilled & multi language environment.
    - Oversees the production and analysis of statistical reports and ensures they help drive the business forward in order to meet the yearly objectives and targets.
    - Creation of the staffing budget forecast & recruitment planning report
    - Project: synergies between Air France (ESSC) & KLM (Cygnific) Call Centres
    - New extended opening hours project & implementation
    - Help to set up & implement Air France European Call Centre IVR
    - Rosters & staffing optimisation for 4 Operational Departments (AF), with saving of 7 FTE
    - Responsible for the coordination and/or implementation of Projects relative to Tools and processes optimisation.

  • Air France - Management Support / Resource Planning Analyst

    Roissy CDG 2003 - 2005 = Report to the Project Manager
    - Implementation of eWFM tool to the European Call Centre
    - eWFM training and coaching to all Duty Managers and Supervisors
    - Support Senior Management in global resource planning
    - Worked with Duty Managers to optimise Call Distribution
    - Creation and management of new rosters
    - Analysed impacts on service delivery of flexible requests
    - Worked with the Project Leader on any relevant issues

  • Air France - ROC Agents

    Roissy CDG 2001 - 2003 - Help to organise and set up the ROC department [rosters & procedures]
    - Analyse flights irregularities, commercial impacts & provide solution of reports

  • Air France - Customer Service Agent (Flying Blue/Fréquence Plus)

    Roissy CDG 1999 - 2000 - Calls Handling
    - Bookings on Air France and its partners
    - Retention, complaints, servicing

Formations

Réseau

Annuaire des membres :