Yawar Maqbool

Experience

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  HGS - Hinduja Global Solutions

  Jan 2006 - Apr 2016

  Deputy Manager WFM

  Manage ramp and capacity plans for healthcare and telecom businessesProviding number of FTE’s required for RFP’s based on the information provided by the ClientHistorical volume and handle time analysis for forecasting and scheduling purposeManage long-term forecast / staff plan and lead monthly staff plan / budget meetingCreating shift templates and schedules in Aspect- EFWM and Blue Pumpkin based on forecasted calls, average handle time and shrinkagePerforms Workforce Management reporting, analysisRecommendations and administrative tasks related to staffing and scheduling functions.Monitors enterprise service levels via the Symposium, CMS and EWFM real time adherence applicationsIdentifies issues, develops, coordinates and implements mitigation strategies to re-balance resources to meet Enterprise Service LevelsReports to appropriate partiesExtracts data from EWFM and Symposium to produce reportsDesigned long term strategies and monitored immediate need for workforceMonitored change requests and hired individuals for shift needsAnalyzed process, identified training requirements and communicated findings to management teamCoordinated with operations and ensured proper handling of call spikesAssisted analyst and determined vacation allocation for all employeesMonitored off phone activities and managed resourcesManage day-to-day operations and deliverablesActively manage the staff, support, motivate and retain an outstanding WFM teamWork with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resourcesWork with training and operations to coordinate multi-skill training for existing agentsDirect communication to new hires on schedule processDirect proactive scheduling of discretionary activities such as training, meetings, overtime and under timePerform other duties and assignments as directed Escalate system level issues to the appropriate systems/IT support/vendor team Show less

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  HSBC

  Oct 2016 - now

  Lead Manager WFM