Aquib Syed

Experience

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  Wipro Limited

  Oct 2014 - Feb 2021

  Workforce Analyst

  • Data analysis and interpretation, and quality reporting to centralized workforce management. • Effectively participated in large operational initiatives as a workforce management subject matter expert • Ensured ongoing processes such as PTO management and Shift Bids are supported within established standards and deadlines • Monitor real-time call center activities to ensure service levels are met or exceeded.• Analyze key performance indicators (KPIs) such as call volume, AHT, and schedule adherence.• Generate and distribute real-time reports to management and stakeholders.• Make immediate staffing adjustments to optimize resource allocation.• Maintained employee records for new hires and exit information in systems in the Workforce Management Software Real-Time Activity • Assisted in the development of long-term staffing strategies to align with business goals.• Generated detailed reports and analyzed historical data to identify trends and make future staffing projections.• Conducted regular audits of employee timesheets and attendance records to ensure accuracy.• Collaborated with IT teams to enhance data analysis tools and software for WFM.• Participated in the training of staff on workforce management best practices and software usage.• Prepared and Kept track of SIA accounts, rectifying issues and escalating same to managers. • IEX, Avaya, and Pulse tools have been used to track efforts and fetch reports. • Worked across the Operations team to support Forecasting, scheduling, and Intra-day management as it relates to modeling, reporting, and overall support of strategic initiatives • Worked with the client executive and project teams to execute workforce optimization projects (including organizational design, talent management, development, recruitment, etc.) • Manage and maintain employee databases including Geneses and INV • customers • Collects daily unplanned exceptions (call-outs, lates) and administers those updates into the workforce Show less

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  Sitel Group

  Feb 2021 - Jul 2022

  Workforce Analyst

  • Created onboarding plan, scheduling, and coordinated training activities for new hires, analyzing of surveys for the learning support centers, and redesigned training contents. • Collaborate with Supervisors and Managers to identify and track planned and unplanned absences, as well as attendance and behavioral issues • Experience in Demand Forecasting Innovation, Real-time Inventory Tracking, Predictive Maintenance, Sustainable Packaging & Blockchain for Transparency• AI Powered Scheduling, Remote Work Solutions, Skill Development Platforms, Predictive Analytics for Employee Engagement & Collaborative Tools• Created daily/weekly/monthly reports and undertake intraday reporting and other MI operations • Worked on Microsoft Excel, \TBA, Powerbase for daily or monthly computations and reported it to higher-level management. • Worked on data analysis and reporting on G12, Genisys, and IEX when required. • Assisted Workforce management on planning, scheduling, analysis, and suggestions• Implemented and managed workforce management software to automate scheduling and reporting processes. • Identified and analyzed the data trends as they develop and communicate recommendations effectively to management in order to maintain KPIs• Monitored associate real-time schedule adherence. provided authorization for all unplanned activities and coordinated approved activities with Management • Send out hourly performance updates including interval and intraday SITI,s, % to forecast, ASA, and callouts • Skillset management as per requirement and queue defined for the organization level • Id management through mandora tool for password updating and resets. • Prepared root cause analysis of Intervals missed of Service level for a particular day • Ensured the SLA is meaningful to all parties and continually improves upon it. • Designed and published monthly SLA metrics. • Documented Service Management processes and procedures and ensure they are repeatable and effective Show less

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  VLink Inc

  Oct 2023 - Jan 2024

  Workforce Management Analyst

  Out of project currently on grace period H1b valid until 09/30/2026 post which extension for more 3 years. Parallelly EAD filled awaiting card eta (07/01/2024).