Experience

• 

  Mphasis bpo

  Jul 2010 - Nov 2012

  Wfm analyst

  Dealing with day to day reporting, Real time queue monitoring, creating new reports to improve & achieve process SLA’s. Sending performance reports to agents, UM’s, OM’s & PDH’s across locations (Pune & Bangalore). Data management & managing all call queuesResponsibilities: • Real Time Analysis• Managing service level• Analyzing data, observing the WFM process, and sharing appropriate feedback/ideas with the Business leaders for consistent improvement in each workforce process and performance. • To maintain the overtime data.• To provide team wise report for the improvement of team• To maintain the Process Level attendance Show less

• 

  Mphasis

  Aug 2010 - Nov 2012

  Wfm analyst

  • Real Time Analysis• Managing service level• Analyzing data, observing the WFM process, and sharing appropriate feedback/ideas with the Business leaders for consistent improvement in each workforce process and performance. • To maintain the overtime data.• To provide team wise report for the improvement of team• To maintain the Process Level attendance

• 

  Wns global services

  Nov 2012 - now

  A value driven and seasoned with over 7 years of experience in BPO Sector with expertise in People Management, Team Management, Quality Management and coordinating resources from inception to completion effectively to achieve targets within often stringent constraints. Ethical, loyal and maintain a high degree of confidentiality• Plan, implement, and manage business/projects• Data Analytics• Knowledge of VBA & Macros• MIS reporting in Access• Score card and Dashboard• WFM consulting• Planned and implemented strategies that stimulate an organization characterized by high-performing individuals • Demonstrated excellence in Relationship Management with the ability to mentor and motivate team.• Excellent temperament to Multi-task and coordinate various activities under high pressure and time constraints. Show less Responsibilities:• Responsible for MIS delivery. • Ensuring that operations are carried out in compliance with company processes and policies.• Publish & maintain process level Agent performance report.• Publish process Dashboard to internal & external client.• Set up MI for new process & handover to respective team.• Check Login deficiency to improve process productivity & delivery hours. • Shrinkage report to reduce time loss due to unproductive AUXs & absence • Maintain YTD CMS level data for all Process.• Billing for outbound calls.• Prepare process Incentive.• Maintain Head Count report• Client management from WFM & MIS end. Show less

  • Group Manager WFM/MIS

    Apr 2021 - now

  • Deputy Manager WFM/MIS

    Apr 2019 - Mar 2021

  • Assistant Manager WFM

    Apr 2017 - Mar 2019

  • Sr. Executive WFM / MIS

    Nov 2014 - Mar 2017

  • MIS Analyst

    Nov 2012 - Nov 2014