Kaleemulla Khan

Experience

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  Aditya Birla Minacs

  Oct 2008 - Sept 2009

  Associate

  Technical Support for Mac Os Clients from US. Trouble shooting the Real Time Scenario, Escalation of reserved problem to Level –2 Engineer, Co-ordinating with the Clients for defining the 100% functionality of the Operating Systemand its functions

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  Aditya Birla Minacs

  Nov 2009 - Jun 2012

  Analyst (WORKFORCE MANAGEMENT)

  • Forecaster• Performing Short term and long term forecasting.• Analyzes daily call trends and adjust history when necessary.• Generates and ensures accuracy of forecast.• Calculating staffing requirements for the forecasted volumes.• Ensures service level goal are met.• Scheduling Activity.• Ensures accuracy and timeliness of schedules• Creating schedules to meet the weekly forecasted requirements.• Conduct new scheduling strategies using tools for optimal scheduling.• Creating schedule patterns and sending to the Ops for approval.• Providing Scheduling inputs to the forecaster.• Provide inputs to the Operations on Headcount in case of attrition.• Real time Analyst.• Monitors call routing and real time flow.• Conducts real-time analysis of all metrics for multiple Lines of Business - Forecast Variances, Service level targets, AHT target variances, Occupancy targets, Staffing requirements, etc.• Approves all real-time offline activities (training, meetings, coaching, etc…).• Identifies the reasons and makes recommendations relating to staffing deviations (Extended Hours/VTO, Schedule Adjustments,• Monitors real time activities related to staffing).• Reporting (Staffing Amendments, Stats, Daily Shrinkage numbers, Over/under updates, etc…).• Monitors agent adherence/compliance to schedule and escalates to the Higher ups for investigation.• Ensure all required data is tracked and trended on a continuous basis.• Re-allocates changes in staffing levels.• Manages special conditions within the framework of an Emergency Action Plan (i.e. Fire, Power failures, etc.).• Analyzes schedule efficiency measurements as well as key indicators such as service level, for continuous improvement.• Investigate all deviations on a daily basis. Show less

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  Microsoft

  Jul 2012 - May 2013

  Analyst

  • Critical Incident Management and Work Force- Management• Business Continuance Planning & Disaster Recovery• Real Time Call Center Performance Monitoring and Reporting• Process & Agent Variation Reporting• Data Integrity, Process & Tools Checks • Strategic projects as defined by manager• Cross group collaboration with global, regional and local operations, business and IT stakeholders. • Customer Partner Experience (CPE) impacting incident investigations.• Systemic issue detection and analysis.• Website, URL, Application and Tool availability monitoring.• Targeted communications Show less

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  Tata Consultancy Services

  May 2013 - now

  • Performing Short term and long term forecasting.• Analyzes daily call trends and adjust history when necessary.• Generates and ensures accuracy of forecast.• Calculating staffing requirements for the forecasted volumes.• Ensures accuracy and timeliness of schedules• Creating schedules to meet the weekly forecasted requirements.• Creating schedule patterns and sending to the Ops for approval.

  • Service Delivery Manager

    Jan 2021 - now

  • Assistant Manager Workforce Management

    May 2013 - Jan 2023