Moumita Bachoo

Experience

• 

  Convergys

  Feb 2009 - May 2015

  • Responsible for the planning and monitoring the efficient deployment of the workforce of large process and manage the process end to end to deliver to Service Level Agreement.• Prioritize workload, to deliver the highest possible standards of service with maximum efficiency thus monitoring and Reporting of Service levels on a day-to-day basis, Communicating schedule information and maintaining adherence of the same.• Identify opportunities to improve procedure/ process and initiate action to implement these (wherever appropriate) to deliver the highest possible level of customer service with the highest possible efficiency• Creating reports on various matrices, and sharing the same with the all concerned. Thus coordinating between various departments like Operations, Quality (Customer Satisfaction), and direct client itself for smoother functions and ensuring quality standards.• Monitor all call center parameters and ensure adherence to the same : Real-time adherence for the agents - Average Talk-time, Hold-procedures, Average Handling time of the call, Aux-Time, Ensuring optimal staffing at any given point in time, etc.• Train new hired team members on WFM environment and related tools like IEX, CMS Avaya, CRDB, Digital Solutions, Super view that helps in maintaining the Service level agreement of different projects.• Responsible for maintaining line requirement and occupancy levels in Operations for specific projects. Revising, Improvising on Customer Satisfaction schemes.• Creating reports that would summarize the performance of the operations floor. Analyzing the different trends by studying the call flow and finding ways to improve productivity. Show less As a TSP, I had to take care of New Hires for the Process where I need to Research and plan specialized training activities and classes including in-service training. Coordinate, schedule and conduct training activities. Recommend and assist in the implementation of goals and objectives; establish schedules and methods for providing training services; implement policies and procedures. Monitor program performance; recommend and implement modifications to systems and procedures. Monitor program compliance with laws, rules and regulations related to provision of training and related services. Develop survey instruments; conduct surveys of program participants to determine participant needs; interpret and record survey results; implement program changes in response to results. Perform related duties and responsibilities as required. Also, after the completion of process training assist the Nre Hires onboard. Show less

  • Associate, India Command Centre

    Apr 2012 - May 2015

  • Training Support Professional

    Feb 2009 - Apr 2012
• 

  Webhelp UK

  May 2015 - Dec 2017

  Human Resource Administrator: Releasing Offer letter, Appointment Letters, Confirmation letters & Appraisal letters Taking care of joining formalities of new employees.Providing Induction programs to new joiners.Solving problems on timesheet (Attendance) and maintenances of timesheets of the employees.Deal promptly and politely with queries raised preferably face to face but also by email, over the telephone by employees, managers and client.Handling grievance of the employees and develop relations.Co-ordinating with respective client Project Managers for employee related issues and solving them.Maintain time keeping, attendance, leave record of employees.Maintenance of daily & monthly report of internal employees.Preparing Statistical charts with the help of MS-Excel tool.Building internal database for management decision making.Processing new starters, leavers and agency workers on HR database and linked systems.Reports and Analysis, monthly and daily dashboard for improvement process.Attendance process,Attendance adjustment,Salary process,PANLetters and Exit proces. Show less Sr. Scheduling AnalystResponsible for creating, managing and simulating the program’s scheduling staff, activity and goals for around 1200 FTEsTo be updated with any upcoming training or migration batches and create their nesting and production schedules after analyzing the requirements thereafterTo create Intraday performance (Staffing or overs and under) and discuss that with the Operations and Client every week over conference meetings. To slide shifts, adjust breaks, introduce new patterns and raising OT, wherever necessary, to cover any negatives in staffing. Similarly, to adjust overages by aligning any pending trainings, approving extra PTOs etc.To manage daily PTO, LOA & schedule change requests while ensuring to limit that within the permissible quota per the Intraday Performance. Show less

  • Human Resource Administator

    Nov 2016 - Dec 2017

  • Sr. Scheduling Analyst

    May 2015 - Nov 2016
• 

  TIAA

  Jun 2018 - now

  Bringing in a consulting background and an ownership mentality to work effectively and quickly. Supporting the improvement, and development of self-service reporting tools/capabilities. Responsible for supporting the program or project management activities for Client Front with Reporting, Dashboard, MIS.Conducts weekly meetings with respective business units. Work closely with management and employees to improve work relationships, build morale, and increase productivity. To be updated with any upcoming training or migration batches and create their nesting and production schedules after analyzing the requirements thereafter. Provide guidance and input on business unit restructures, workforce planning and succession planning. Identifies training needs for business units and individual executive coaching needs.To create Review Action Plan report to showcase the performances on staffing requirements with the stakeholders and proposals. Work on Attrition/ Headcount report on monthly basis.To manage different tools for operations on daily basis wherein we monitor the logged incidents by consultants for efficient deployment of workforce.To handle and manage different shared mailbox with different individual requests. Responsible for preparing SOP (Standard Operating Procedures) for all the LOB’s and handled them effectively and with no errors. Working end to end as a system admin and providing access to all the new joiners and maintaining the same on Excel. Maintaining time sheet for everyone. Show less

  • Associate - Product Strategy and Governance

    Feb 2023 - now

  • Analyst- Product Strategy and Governance

    Oct 2020 - Feb 2023

  • Workforce Management Specialist

    Jun 2018 - Oct 2020