آفاق سكندر أنصاري, operations administrator

آفاق سكندر أنصاري

operations administrator

Qatar Airways

البلد
الهند
التعليم
بكالوريوس, Commerce
الخبرات
14 years, 10 أشهر

مشاركة سيرتي الذاتية

حظر المستخدم


الخبرة العملية

مجموع سنوات الخبرة :14 years, 10 أشهر

operations administrator في Qatar Airways
  • الهند - أحمد اباد
  • أشغل هذه الوظيفة منذ سبتمبر 2015

• Ensuring proper and effective utilization of manpower resources to maximize efficiency and achieve KPI’s
• Creating business intelligence to consult the contact centers on current and future impacts, patterns and trends.
• Configuration of Aspect Workforce Management System
• Long range and tactical forecasting volumes, AHT to create call patterns, months out to reforecasting intraday.
• Build schedules and rostering in activities such as leave, meetings, coaching sessions and training that optimise workforce efficiency
• On day of operations, ensuring correct staffing levels are maintained
• Maintain integrity of workforce management system by accurate and timely administration
• Coordinate unplanned activities
• Accurate management of FTE information.
• Provide recruitment and training recommendations
• Report on Key Resourcing Indicators and suggest areas for improvement
• Provide analysis and report on actual results and variances to forecast and plan data
• Workflow Management - Work closely with team managers to ensure the efficient use of workflows thus maximizing service levels.
• Currently Working on Aspect tool 7.5
• Sharing DSR - Daily Sales Report to Management
• Shrinkage Report
• Idle Time utilization
• AHT reports
• APR - Agent Performance Report
• RCA - Root Cause Analysis on Process Productivity
• Generating the FTE requirement as per the Workload for Voice & Non voice process
• Delivering the Service level reports for Non Voice departments
• Overtime requirement as per the incoming volume
• Analysing the priority desk emails for better customer service delivery
• Co coordinating with the Quality department for Up skilling of staffs per the process requirement
• Monitoring the KPIs and reporting it to the respective stake holders
• Performing the ROOT cause analysis if the Service level is not met and prepare the action plan
• Daily /Weekly/Monthly performance dash board
• Optimising cross-skills for voice as well as non-voice tasks, activation of staffing on demand measures by anticipating factors related to market and service
• Delivering an outstanding service to all interfacing departments, representing business needs and helping stakeholders achieve strategic goals aligned to Customer Contact Centre needs

Process Expert & Lean Facilitator في SNL Financial (India) Pvt. Ltd.
  • الهند - أحمد اباد
  • أغسطس 2009 إلى سبتمبر 2015

• Worked on improving areas, identified based on assessment of Process Improvement Models; assisting in rethinking & radically designing business processes for dramatic improvements in meeting process needs and other external strategic demands
• Managing identification of opportunities, analysis of data, conduction of tests, cost benefit analysis, implementation & post audits (internal & external)
• Formulating processes to ensure smooth establishment of product commercially & conducting regular audits for process compliance
• Developing production plans & schedules and arranging resources to attain organizational targets as per budgeted parameters
• Devising new process concepts for production optimization & yield improvement and preparing guidelines for the sequencing of manufacturing activities on the shop floor
• Mapping critical processes, conducting shadowing & data analysis and actively participating in workflow to ensure all processes for respective content group were properly documented and adhering to organizational best practices
• Coordinating with Content Team in identifying problems, understanding root causes, quantifying the value/impact of solutions and supporting the requirements engineering process for proposed solutions
• Supporting all aspects of process ownership & continuous process improvement for aligned content group, including new process roll-out and change management implementation
• Collecting and analysing Officers & Directors’ data for U.S. & International Companies
• Gathering compensation related information for Officers & Directors data for U.S. & International Companies

الخلفية التعليمية

بكالوريوس, Commerce
  • في Gujarat University
  • أبريل 2009

Specialties & Skills

Analysis
Process Control
Six Sigma
Lean Sigma
Process Flow

اللغات

الانجليزية
متمرّس
الهندية
اللغة الأم
الغوجاراتية
متوسط
الأوردو
اللغة الأم

التدريب و الشهادات

PRINCE2 Foundation Certificate (الشهادة)
PRINCE2 Practitioner Certificate (الشهادة)

الهوايات

  • Photography
  • Soccer Player