Mohihasan Kadri

Experience

• 

  Convergys India Services Pvt Ltd

  Sept 2005 - Jul 2008

  - Accurate input of call management, agent performance and profile data to various WFM systems.- Prepare statistical reports to meet internal and client requirements.- Monitors real time workforce management systems (i.e., IEX, CMS, etc.) to insure performance is within pre-set parameters. Notifies management of conditions requiring attention.- Administers scheduling process (requested time off process) at the direction of Workforce Management and Operations. - Trigger for initiating contingency plans for unusual volume or agent availability situations, coordinating with the regional NCC and various levels within operations. Recommends performance thresholds for various service level parameters that require action by either Workforce Management or Program Management.- Provides essential input to Operations staffing plans based on analysis of historical performance for key indicators (e.g. overhead, absence, handle times, etc.). Monitors program/agent performance real time on multiple systems to ensure performance is within pre-set parameters.- Manage the Tour/Preference, PTO and UTO process. Design and prepare reports to meet internal and client requirements. Interface with Operations Management to resolve conflicts between agent requests and/or needs of the business, making significant schedule changes when necessary.- Consult with NCC to determine status of systems issues, floor issues, program issues, current alerts, overall (all sites) status, and production affecting trouble ticket status. Database management of various workforce management systems, such as scheduling software and call management systems.- Works with supervisors to resolve schedule adherence issues, escalating to Operations Managers if necessary. On site point of contact for following up on trouble tickets to ensure all tickets are resolved. Supports the Workforce Management Organization (as needed). Show less Principal Duties and Responsibilities:- Core responsibility is the development of Team members and motivating them to achieve the laid down metrics of the Process. - Continuous focus and development to reduce the learning curve and gear team members to outperform themselves in all parameters. - Ensuring that the Team members are clear about their objectives and roles and driving them to perform consistently with minimum errors.- Analyzing the performance of the team members regularly and implementing corrective action plans to plug areas of opportunities.- Working in co-ordination with the Team Leaders and the Quality Evaluators to improve efficiency of team members.- Working with Customer Feedback and identifying areas of opportunities that will reduce customer dissatisfaction and help consolidate the position of out clients in the competitive market.- Working with the various departments within the organization to ensure that organizational efficiency is increased and the employees are content with their Job.Taking charge in the absence of Team leader. Show less

  • Assistant III WFM

    Jan 2008 - Jul 2008

  • Sr.Tech Support Officer

    Sept 2005 - Jan 2008
• 

  Tata Consultancy Services

  Aug 2008 - now

  Leading the Service Management Office team of 27 ITSM professionals both Onsite & Offshore that design ITSM Strategy, conduct current state assessment and analyzing documentation to assess existing ITIL process gaps.Created IT Service management strategy to properly align IT services with current and future needs of business and its customers.• Developed IT Strategy and Roadmap for ITIL Service Management Processes• Led teams that design ITSM Strategy, conduct current state assessment and analyzing documentation to assess existing ITIL process gaps.• Designed a business process support model based on Centre of Excellence (COE) to enhance collaboration between the business and IT resource and optimize time to market of IT Solutions• Ensured that the implemented processes effectively support the business requirement to provide services and deliver business value• Responsible for establishing and leading the Service Governance Council to ensure that effective communication between ITIL process owners, Service owners & vendors responsible for ensuring the appropriate rigor, process discipline, consistency and predictability is applied across entire organization• Provided strategic direction, leadership & project governance for a multi-million manufacturing portfolio which successfully supported 40k users across globe.• Strategically supervised the project execution teams to ensure the timely & cost-effective completion of projects.• Streamlined project management methodologies & communication within IT team which increased efficiency by 60%.• Initiated formal/informal coaching & mentorship to team members regarding project charter development, resource planning, project management best practices, and appropriate delivery of project outcomes.• Coordinate all project inputs with several functional/technical directors, managers, project core teams and project staff to formulate appropriate project tools, processes and methodologies Show less Highly accomplished Program & Project Management professional with extensive experience in program/project planning, execution & evaluation across manufacturing domain. An effective leader with proven ability to supervise and lead high-performance team to ensure success in achieving goals in extremely competitive business environment• Provided strategic direction, leadership & project governance for a multi-million manufacturing portfolio which successfully supported 40k users across globe.• Strategically supervised the project execution teams to ensure the timely & cost-effective completion of projects.• Streamlined project management methodologies & communication within IT team which increased efficiency by 60%.• Extended technical support to enterprise team by embedding processes & procedures with technical IT delivery team.• Analyzed the company’s existing processes & procedures to make strategic recommendations to enhance agency-wide information dissemination, communication flow and administrative support system delivery.• Initiated formal/informal coaching & mentorship to team members regarding project charter development, resource planning, project management best practices, and appropriate delivery of project outcomes.• Coordinate all project inputs with several functional/technical directors, managers, project core teams and project staff to formulate appropriate project tools, processes and methodologies.• Provide accurate reporting on project status throughout its lifecycle to sponsors, stakeholders, project teams encompassing budget estimation, scheduling and resource planning as a part of IT division. Show less To Manage overall project delivery as per customer/TCS expectations and plans. To ensure service delivery excellence, meet, improve and exceed Service Level Agreements.expertise in below areas of IT Service Delivery- Business Communication Management- Financial Management- Client Relationship- Risk Management- Quality Management- Operations Management- Transformation Management- Capacity Management- Vendor Management- Team Management- Personal Development Show less Principal Duties and Responsibilities:•Working as a Delivery Excellence Lead & Incident Management Lead.•Handling a team of 54+ Employees to provide customer support across PAN India for IT Service Operations•Completed three successful Infrastructure Transition projects as a Transition Manager.•Conduct training sessions in various areas of ITIL processes, Information Security and Project Management. •Working with the various departments within the organization to ensure that organizational efficiency is increased and the employees are content with their Job.•Analyzing the data, explore and suggest Process Improvement through various tools like PDCA, Six Sigma. •Working with elite group for Customer Centric Business Transformation methodology.•Ensuring Prompt communication to all users in case of any Planned change/outage, Major failure or breakdown. Also activating IVR during major outage•Representing ITSD in weekly CAB and analysis of risks from operations prospective.•Play an important role when any new technology is rolled out/introduced in the business, learn and understand them in quick time and guide team members accordingly.•Ensure all the customer complaints/issues are identified, documented and resolved correctly as per SLA.•To ensure implementation of processes for all services covered in the SOW with compliance & timely escalate non-compliance areas to Program management team.•SPOC for Business Continuity Management and accountable to ensure smooth incident handling (Emergency call) during disaster/major technical outage situation•Accountable to conduct technical training. Analyze technical skill set of each and every team member and train them in line with the business requirement.•Conduct and work as critical resource during BCP. Show less

  • Service Delivery Manager - Service Management Office (SMO)

    Feb 2021 - now

  • Program Manager Program Management Office

    Nov 2019 - Jan 2021

  • Service Delivery Manager

    Oct 2017 - Oct 2019

  • Service Excellence & Transformation Lead

    Aug 2008 - Sept 2017