Sahil Kazi

Experience

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  Sitel Group

  Oct 2019 - Jun 2022

  Stakeholder and account management engagement to discuss past days performance and strategies for upcoming days.Co-ordinate staffing allocation and availability of call centre staff.Real time queue management and Hourly absenteeism ( Scheduled vs actual).Site monitoring to ensure optimal staffing levels.To facilitate real time discussion with stakeholders.Hourly Intraday reports and staffing data with detailed analysis of the KPIs if missed.To Process ad-hoc and daily exception request,update schedules and revert to escalated issues.Preparing Flash Report for 5 LOB's.Preparing Agent State summary.Preparing Monthly Outlook .Preparing root cause analysis to determine and quantity reasons for missed metrics.To keep a check on the weekly Shrinkage and send a detailed summary to the planning team.To keep check on Intraday staffing variance and send out recommendations.Aux management - To keep it as par with the planning number's.Outage management - keeping client updated with detailed outage notification and following the escalation matrix.Preparing net staffing metrix ( NSM ) with 7 days rolling staffing deviation to operations and Client's-Basis of NSM sending shift slides, Schedule trades and OT recommendations to Operations.Cost and revenue Optimization by directing real time VTO.Real time skill management based on availability and offered to forecast in present LOB'S.Schedule adherence and Conformance tracking and send defaulter's.Workforce Management tools - Totalview IEX | Avaya CMS | Nice Incontact l Calabrio Teleopti l Show less

  • Workforce Management Analyst

    Mar 2021 - Jun 2022

  • Customer Service Professional

    Oct 2019 - Mar 2021
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  Webhelp

  Jun 2022 - Mar 2024

  WFM Senior Analyst - Resource Planner
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  Arise

  Mar 2024 - now

  Capacity Planner - WFM