SENIOR MANAGER - IT RESOURCE MGT. & WFM - Forecasting
Sutherland Global Services
Total des années d'expérience :5 years, 2 Mois
Currently working as an DEPUTY MANAGER with the National Headquarters central workforce management department of RELIANCE JIO (sub department Resource planning and management ) dealing with the scheduling process as well as managing hiring plans for the requirement of workforce for the future cycle.
Implementing new processes and guidelines for the Reliance Contact Centres basis the CPC for the growing business based out in different circles across the whole India.
Managing business partners as well as managing teams of Workforce Schedulers/Planners, Worforce Coordinators & Real time analysts. Managing the Call flow and handling the call routing process thorugh Cisco and Real time management.
Planning the requirements as well as the shrinkages for the future weeks as well as holiday weeks to meet the business KPIs.
Working on different KPI modules such as SL based and call handling capacity modules.
Working on shift bids as well as pattern management system in IEX to setup the requirements for new upcoming businesses.
Have executed several ACD migrations from one HUB to the another HUB for cost cutting and implemented several HUB migrations successfully taking care of all resource definition parameters.
Allocating and distributing the work on the basis of skills and splits as well as Enterprise group, Contact type and Management Units.
Handling the workforce of Reliance JIO, AJIO, LYF. It comprises of Scheduling, Planning, Forecasting and Hiring recommendations.
Managing the service level forecasting as well as threshold, Coordinating with the ICC( India Command Centre) and Site leaders & Operation Managers to met the Occupancy as well as productivity, Generating schedules related reports and dispatching them to the sites. Dealing through Cisco, IEX, and E-gain.
Worked as an ASSISTANT MANAGER with the National Headquarters central workforce management department of RELIANCE JIO (sub department Resource planning and management ) dealing with the scheduling process as well as managing hiring plans for the requirement of workforce for the future cycle.
Implementing new processes and guidelines for the Reliance Contact Centres basis the CPC for the growing business based out in different circles across the whole India.
Managing business partners as well as managing teams of Workforce Schedulers, Worforce Coordinators & Real time analysts. Managing the Call flow and handling the call routing process thorugh Cisco and Real time management.
Planning the requirements as well as the shrinkages for the future weeks as well as holiday weeks to meet the business KPIs.
Working on different KPI modules such as SL based and call handling capacity modules.
Working on shift bids as well as pattern management system in IEX to setup the requirements for new upcoming businesses.
Have executed several ACD migrations from one HUB to the another HUB for cost cutting and implemented several HUB migrations successfully taking care of all resource definition parameters.
Allocating and distributing the work on the basis of skills and splits as well as Enterprise group, Contact type and Management Units.
Handling the workforce of Reliance JIO, AJIO, LYF. It comprises of Scheduling, Planning, Forecasting and Hiring recommendations.
Managing the service level forecasting as well as threshold, Coordinating with the ICC( India Command Centre) and Site leaders & Operation Managers to met the Occupancy as well as productivity, Generating schedules related reports and dispatching them to the sites. Dealing through Cisco, IEX, and E-gain
BUSINESS PLANS for 1 year.
•Completed YELLOW BELT training program from LEAN SIX SIGMA.
TECHNICAL EXPERTISE
with the National Headquarters central workforce management department of RELIANCE JIO (sub department Resource planning and management ) dealing with the scheduling process as well as managing hiring plans for the requirement of workforce for the future cycle.
Implementing new processes and guidelines for the Reliance Contact Centres basis the CPC for the growing business based out in different circles across the whole India.
Managing business partners as well as managing teams of Workforce Schedulers, Worforce Coordinators & Real time analysts. Managing the Call flow and handling the call routing process thorugh Cisco and Real time management.
Planning the requirements as well as the shrinkages for the future weeks as well as holiday weeks to meet the business KPIs.
Working on different KPI modules such as SL based and call handling capacity modules.
Working on shift bids as well as pattern management system in IEX to setup the requirements for new upcoming businesses.
Have executed several ACD migrations from one HUB to the another HUB for cost cutting and implemented several HUB migrations successfully taking care of all resource definition parameters.
Allocating and distributing the work on the basis of skills and splits as well as Enterprise group, Contact type and Management Units.
Handling the workforce of Reliance JIO, AJIO, LYF. It comprises of Scheduling, Planning, Forecasting and Hiring recommendations.
Managing the service level forecasting as well as threshold, Coordinating with the ICC( India Command Centre) and Site leaders & Operation Managers to met the Occupancy as well as productivity, Generating schedules related reports and dispatching them to the sites. Dealing through Cisco, IEX, and E-gain.
SITEL : Worked as a WORKFORCE SCHEDULER with the central workforce management department (sub department Resource planning and management ) dealing with the scheduling process as well as managing hiring plans for the requirement of workforce for the future cycle.
Planning the requirements as well as the shrinkages for the future weeks as well as holiday weeks to meet the business KPIs.
Working on different KPI modules such as SL based, ASA based and Answer percentage modules.
Working on shift bids as well as pattern management system in IEX to setup the requirements for new upcoming businesses.
Have executed several ACD migrations from one HUB to the another HUB for cost cutting and implemented several HUB migrations successfully taking care of all resource definition parameters.
Allocating and distributing the work on the basis of skills and splits as well as Enterprise group, Contact type and Management Units.
Handling the workforce of CITIZENS Bank, Royal Bank of Scotland, Sony, EuroPro and Olympus (USA and UK). It comprises of Scheduling, Planning, Forecasting and Hiring recommendations.
Meeting the service level forecasting as well as threshold, Coordinating with the ICC( India Command Centre) and Site leaders & Operation Managers to met the Occupancy as well as productivity, Generating schedules related reports and dispatching them to the site. Dealing through IEX, Avaya - CMS, Bluepumpkin and Genesys.
CONVERGYS : Worked as a COORDINATOR COMMAND CENTRE dealing with the scheduling process as well as managing Northern American sites for the inflow and outflow of the work. Allocating and distributing the work on the basis of skills and splits.
Handling the team of AT&T - Universal Device Support & Services section of Heathrow, Florida (USA). It comprises of Scheduling, RTA (Real Time Adherence monitoring).
Meeting the service level forecasting as well as threshold, Coordinating with the ICC( India Command Centre) and Site leaders & Operation Managers to met the Occupancy as well as productivity, Generating schedule related reports and dispatching them to the site. Dealing through IEX, Avaya, and CMS.
dealt with the Universal Device Support & Services section of ORANGE UK. It was comprised of network faults, handset faults, device support, broadband faults and contracts and credit reviews. Dealt through Citrix, Merlin
dealt with the Universal Device Support & Services section of British Telecommunications. It was comprised of network faults, optical fiber connections, pstn faults, remote device support, broadband faults and contracts and credit reviews. Dealt through Oneview
Masters in Business Administration - Operations Management
Kurukshetra University Swami Devi Dyal Institute of Engg. & Tech
XIIth
Central Board of Secondary Education Greenway Modern Sr. Sec. School