Fizuli Allazov
Baku
Summary
Dynamic workforce management expert with a proven track record at Azercell, specializing in data analysis and performance optimization. Adept at real-time monitoring and schedule optimization, I enhance operational efficiency while fostering collaboration and communication across teams. Committed to driving results and improving service quality through strategic planning and employee training.
Overview
21
21
years of professional experience
Work History
Expert | Workforce Management
Azercell
01.2013 - Current
- Workforce Planning:
- Develop and maintain accurate workforce forecasts based on historical data, trends, and business projections.
- Determine optimal staffing levels to meet service demands while controlling labor costs.
- Scheduling:
- Create employee schedules that align with forecasted workloads and business requirements.
- Manage shift assignments, rotations, and time-off requests to ensure coverage and fairness.
- Planning Vacations, Trainings, and other absenteeism
- Real-Time Monitoring:
- Continuously monitor and adjust schedules to respond to real-time changes in workload, staffing levels, and call volumes.
- Identify and address scheduling issues promptly, such as understaffing or overstaffing.
- Data Analysis:
- Analyze workforce performance metrics, such as attendance, adherence, and productivity, to identify trends and areas for improvement.
- Provide data-driven insights and recommendations to optimize workforce operations.
- Performance Management:
- Setting performance targets for service Level, efficiency, and quality metrics
- Implement performance management strategies to improve workforce efficiency and effectiveness.
- Communication:
- Collaborate with various departments, including HR, operations, and management, to ensure alignment with workforce plans and goals.
- Communicate schedule changes, expectations, and performance goals to employees.
Specialist | Service Quality Management
Azercell
01.2007 - 01.2013
- Analysis of Weekly Performance Appraisal reports.
- Preparation of monthly performance appraisal forms of the employees.
- Evaluation of Customer Appeals for appraisal. Providing immediate information to the relevant people if the problem is detected.
- Identify training needs to improve performance.
- Preparation of the necessary reports and regular submission to relevant people and management.
Customer Support Line Representative
Azercell
01.2005 - 01.2007
- Answer subscriber calls and inquiries, receive and record customer requests, complaints and carry out necessary operations in internal programs.
- Providing information to customers about services and products.
Education
Data Analytics ( PowerBI, SQL, Pyton)
Databyte Academy
01-2024
Certified Professional Manager -
COPC
01.2022
WFM for Call Centers in detail -
Apex Berg
Russia01.2021
Data Analytics -
Analyter
Russia01.2019
Data Analytics, Business Statistics -
QSS Analytics
01.2018
Workforce Management -
The Call Centre School
01.2017
Quality Management -
Apex Berg
Russia01.2016
Advanced WFM -
Ger Koole PhD
Netherlands01.2015
Workforce Management -
Apex Berg
Russia01.2014
Master's & bachelor's degree - International Economic Relations
Azerbaijan State University of Economics
01.2006
Skills
- Computer skills: MS Excel, Power BI, SQL, Pyton
- Workforce planning
- Data analysis
- Real-time monitoring
- Performance management
- Schedule optimization
- Customer service
- Communication skills
- Collaboration skills
- Multitasking Abilities
- Troubleshooting
- Problem solving
- Employee training
- Team management
- Analytical
- Planning
- Flexible and adaptable
- Calm under pressure
- Dependable and responsible
Languages
Languages: Good English | Fluent Russian | Native Azerbaijani
Timeline
Expert | Workforce Management
Azercell
01.2013 - Current
Specialist | Service Quality Management
Azercell
01.2007 - 01.2013
Customer Support Line Representative
Azercell
01.2005 - 01.2007
Data Analytics ( PowerBI, SQL, Pyton)
Databyte Academy
Certified Professional Manager -
COPC
WFM for Call Centers in detail -
Apex Berg
Data Analytics -
Analyter
Data Analytics, Business Statistics -
QSS Analytics
Workforce Management -
The Call Centre School
Quality Management -
Apex Berg
Advanced WFM -
Ger Koole PhD
Workforce Management -
Apex Berg
Master's & bachelor's degree - International Economic Relations
Azerbaijan State University of Economics
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