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Effie Moustaka

@effiemoustaka

WFM and real-time performance manager at OVO who supported 3,000 advisors moving to Genesys WFM.

I’m a PRINCE2® certified Project and Performance Manager with over 15 years of experience delivering operational excellence and leading high-performing teams across onshore and offshore multi-channel contact centres.

Most recently, as Energy Project Manager at Arun & Chichester Citizens Advice, I led the Tackling Fuel Poverty Together programme, improving reporting and processes, and building collaborative partnerships that maximised service impact.

After a planned career break, I completed the PRINCE2® certification and strengthened my project and programme management capabilities. Previously, as a WFM Real Time Performance Manager, I delivered live operational performance improvements and supported telephony and change management initiatives.

I’m passionate about empowering teams, fostering collaboration, and driving results, and I’m now seeking opportunities to combine my real-time performance expertise and project management skills to make a meaningful impact.

Experience

Work history, roles, and key accomplishments

Projects Manager

Arun & Chichester Citizens Advice

Nov 2023 - Apr 2025 (1 year 5 months)

Led the Tackling Fuel Poverty Together programme, reporting to the CEO and senior leadership. Built and managed a high-performing team of 30 to ensure consistent delivery of programme objectives.

Project Management PRINCE2 Team Leadership Stakeholder Management Monitoring Frameworks Reporting Cross team Collaboration Partnership Development Regulatory Compliance Diversity And Inclusion

Real-Time Performance Manager

OVO

Sep 2021 - Jun 2022 (9 months)

Delivered strategic leadership to a team of six real-time analysts, analysing volumes and trends to manage performance across onshore and offshore focus areas. Designed and implemented forecasted plans to improve service time and attain KPIs.

Real time performance Workforce Management Telephony Systems Forecasting KPI Management Team Leadership Training and Development Process Improvement Stakeholder Management Change Management

Senior Real-Time Analyst | Real-Time Deputy Manager

SSE/OVO

Nov 2018 - Aug 2021 (2 years 9 months)

Supervised and mentored a real-time team of nine analysts, monitoring performance against plans and reporting issues for swift resolution. Managed BCP efforts by collaborating with telephony resource managers to set up lines and agents for successful go-live.

Real time Monitoring Team Supervision Mentorship Performance Monitoring Business Continuity Planning Telephony Management Stakeholder Management

WFM Real-Time Performance Analyst

SSE/OVO

Jul 2017 - Oct 2018 (1 year 3 months)

Assessed and managed team performance in real-time based on telephony response, service time, and service levels. Served as point of contact for all sites and built strong communication with customers to improve outcomes.

Real time Analysis Telephony Systems Service Level Management Communication Skills Customer Service

GWFM Project Participant

SSE/OVO

Nov 2016 - Jun 2017 (7 months)

Configured WFM for the Portsmouth site by collecting and manipulating all data. Served as point of contact for updates or issues for all sites and reported progress to the project manager, ensuring completion of each task before deadlines.

Workforce Management Data Collection Data Manipulation Project Coordination Communication Skills Reporting