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Workforce Management Lead, AnalysT

SUMMARY:

Self - starter with strong leadership skills, expertise in data management, almost a decade of contact center industry experience and almost 5 years in Workforce Management capacity. I started to work in the call centre industry where I joined as a Customer Service Representative. I moved to the Operations Support Field and took my first stint as a Real Time Analyst and have been exposed to different fields of Workforce Management including, but not limited to, Scheduling, Business Analytics, Forecasting and Capacity Planning. I've also handled WFM capacity in different projects such as Customer Service, Sales, Banking and Technical Support.

WORK HISTORY:

Confidential

Workforce Management Lead Analyst

Responsibilities:

  • Drive strategic direction and manage overall success of forecasting, scheduling and intraday management resources and operational metrics of the account.
  • Work with key stakeholders to ensure WFM initiatives and priorities are aligned and delivered to meet contractual requirements.
  • Responsible for achieving forecasting, scheduling and operational metrics, results and goals.
  • Manage communication with Centers / Businesses.
  • Coordinates with Operations (Team Leads, Ops Managers) to ensure WFM best practice processes are in place and properly executed.
  • Ensure effective use of resources and identify opportunities for automated systems.
  • Act as escalation point to address and resolve WFM support matters.
  • Communicate and take ownership of the execution of WFM Plans, ensuring the team is meeting deliverables and deadlines.
  • Drive Workforce and Capacity Planning for back office functions of Banking Operations
  • Facilitate operations in arriving at optimal resource requirement based on incoming transactions flow
  • Build effective shift schedules and rosters considering people leave ps, their skill set etc. to enable that we meet or exceed Confidential SLAs
  • Benchmark all WFM inputs / assumptions, revisit periodically and drive effectiveness in WFM practices
  • Collaborate with business stakeholders and country operations to ensure that we proactively receive information on any market changes and also work as a team to ensure that any roadblocks for Confidential / Service improvements are addressed
  • Publish dashboards for WFM metrics on a daily basis, conduct daily/ weekly huddles and drive continual improvement working with Ops and Lean teams

Confidential

Senior Officer, Workforce Management

Responsibilities:

  • Responsible for scheduling phone representatives, identifying and communicating scheduling gaps and providing staffing solutions .
  • Maintains tools and software packages used for the scheduling and tracking of phone representatives .
  • Performs real-time monitoring of call routing and staffing levels, and notifies appropriate parties of any issues .
  • Partners with WFM Analysts and/or site management to provide staffing needs.
  • Suggests to leadership methods to update, simplify, and enhance processes, procedures, and technologies .
  • Develops, communicates, and trains others on scheduling processes and procedures, as assigned .
  • Facilitate operations in arriving at optimal resource requirement based on incoming transactions flow
  • Build effective shift schedules and rosters considering people leave ps, their skill set etc. to enable that we meet or exceed Confidential SLAs
  • Benchmark all WFM inputs / assumptions, revisit periodically and drive effectiveness in WFM practices
  • Collaborate with business stakeholders and country operations to ensure that we proactively receive information on any market changes and also work as a team to ensure that any roadblocks for Confidential / Service improvements are addressed
  • Publish dashboards for WFM metrics on a daily basis, conduct daily/ weekly huddles and drive continual improvement working with Ops and Lean teams

Confidential

Workforce Real Time Analyst

Responsibilities:

  • Act as a first point of contact for any escalations, outages, system issues or any other production impacting situations. Follow appropriate procedures.
  • Co-ordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment. Recommend procedural and operational guideline changes to improve communications and operational efficiency.
  • Prepare Intra-Day and End-of-Day Client and Internal reports while ensuring timeliness and accuracy of data.
  • Analyzing real-time call trends and make adjustments to staffing to ensure service levels as well as company’s financial goals (efficiencies) are met.
  • Making necessary adjustments in scheduling software to appropriately track the productivity of Call Center Agents.
  • Planning and scheduling off-phone events.
  • Maintaining confidentiality relative to organizational strategies, objectives, and practices.
  • Facilitate operations in arriving at optimal resource requirement based on incoming transactions flow
  • Benchmark all WFM inputs / assumptions, revisit periodically and drive effectiveness in WFM practices
  • Collaborate with business stakeholders and country operations to ensure that we proactively receive information on any market changes and also work as a team to ensure that any roadblocks for Confidential / Service improvements are addressed
  • Publish dashboards for WFM metrics on a daily basis, conduct daily/ weekly huddles and drive continual improvement working with Ops and Lean teams

Confidential

Customer Service Officer

Responsibilities:

  • Interacting with potential customers to get their requirements and identify their needs and ps Based on customer's requirements and needs, recommend the most suitable product or services available
  • Make phone calls & follow up with potential and existing customers Educate customers about our service Maintaining relationship with existing customers, working towards repeat orders & referrals
  • Maintaining customer databases and files as required to keep track of individual customer's ps

Confidential

Customer Service and Sales Officer

Responsibilities:

  • Interacting with potential customers to get their requirements and identify their needs and ps Based on customer's requirements and needs, recommend the most suitable product or services available
  • Make phone calls & follow up with potential and existing customers Educate customers about our service Maintaining relationship with existing customers, working towards repeat orders & referrals
  • Maintaining customer databases and files as required to keep track of individual customer's ps

Confidential

Customer Service Officer

Responsibilities:

  • Customer Service Representative for collections account that collects past due payments from customers and provide accurate and immediate response/solutions to transaction and service requests.

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