Hermes Xhelollari
@hermesxh
Customer strategy and workforce operations leader driving service excellence.
AlbaniaWhat I'm looking for
I am a customer strategy and workforce operations lead with a decade of international experience in customer assistance and workforce management. I specialize in forecasting, scheduling, SLA governance, and performance monitoring to align resources with business goals.
At Sisal – Flutter Entertainment I led international workforce planning across multiple countries and brands, developed detailed reports and dashboards to track KPIs, and coordinated cross-functional stakeholder communication to drive operational improvements.
I have a track record of process optimization, capacity planning, training support, and quality monitoring that improved service levels and ensured SLA compliance for large multilingual support teams.
Experience
Work history, roles, and key accomplishments
WFM Lead Specialist
Sisal – Flutter Entertainment
Jun 2024 - Present (1 year 3 months)
Lead international workforce planning for Flutter SEA brands, overseeing forecasting, scheduling, and real-time performance management to ensure SLA and KPI compliance across multilingual customer operations.
WFM Senior Specialist
Sisal – Flutter Entertainment
Jun 2021 - Jun 2024 (3 years)
Developed reports and dashboards to track KPIs, collaborated with account managers and HR to align scheduling and training, and optimized shift assignments and time tracking to improve adherence and SLA performance.
WFM Planner
5CA
Mar 2021 - Jun 2021 (3 months)
Created forecasts and schedules for global multilingual support teams, managed shrinkage and adherence tracking, and maintained performance reports to ensure SLA compliance.
WFM - T&A Specialist
Albacall Sha
Jun 2016 - Mar 2021 (4 years 9 months)
Oversaw scheduling, forecasting, and performance tracking for 800+ agents, supported quarterly budget planning, managed absence and leave processes, and contributed to SOPs and training materials.
Education
Degrees, certifications, and relevant coursework
Kristal University
Bachelor's Degree, International Relations
Completed a Bachelor's Degree in International Relations focused on diplomatic studies and policy analysis.
Lawpilots
Certificate, Data Protection
Completed a Data Protection for All Employees certificate covering foundational data privacy and compliance practices.
CSCoursera / The Business Analytics Specialization
Certificate (course), Customer Analytics
Completed Course 1 of 5 in the Customer Analytics specialization focused on foundational analytics techniques for customer insights.
Tech stack
Software and tools used professionally
Availability
Location
AlbaniaAuthorized to work in
Social media
Job categories
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