Specialist
Contact Center Company
Total years of experience :17 years, 8 Months
& Job Role
•Generating Long term, Midterm and short term forecasting for all Inbound Process.
•Preparing schedules for inbound and outbound process.
•Data Mining and Data Analysis on databases for Inbound and outbound data.
•Make effective operational decisions to ensure that service level is achieved consistently on all contracts in the most cost effective manner.
•Root Cause Analyze for inbound process like Service Level, Abandon analyzes and provides the feedback to Management and client.
•Advising the short term and long term call handling capacity and manpower requirements for the process, recommend hiring needs based on current attrition rates
•Allocating Outbound fresh and Backlog leads in Portal and Dialer.
•Preparing attendance for all FLA agents.
•Preparing Daily/Weekly/Monthly for all inbound and outbound performance reports.
•Responsible for computing seat requirements for the programs.
WFM Team
Responsibilities & Job Role
•Preparing Manpower and Capacity Planning.
•Monitoring Auto and manual case allocation in Que tool
•Daily inflow and closed volume to be uploaded inQue tool.
•Creating user profile, skills profile and modifiying skills in Que.
•Preparing Start of Day, Bi-houry and End of Day report.
Centralized WFM Team
Responsibilities & Job Role
•Developing the tool in Macro and Access based on requirements in business planning and Integrated Business Plan meeting.
•IBP - Integrated Business Plan Meeting (Conduct the IBP meeting on monthly
basis compare with Business Plan). Based on the IBP meeting provide the
valuable inputs to take right decision.
•Creating the Utilization and Efficiency report on weekly basis and highlight the
Low performer data to each and every program manager.
Centralized WFM Team
Responsibilities & Job Role
•Identifying and driving continuous improvement opportunities within WFM operations focusing on client operations optimization
•Responsible for Service Level and Utilization Management through WFM practices in Front and back office operations.
•Analyze contact center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation
•Ad-Hoc reports and analysis to highlight achievements and opportunities for the operations team
•Work on the RFP requirements for the prospect Clients
•Advise the pricing team on the achievable Agent Utilization, FTE Requirement and Seat Utilization
•Give appropriate responses to the client requirements indicated in the RFP on the WFM Part
•Explaining/demonstrating the WFM Processes to the visiting clients, prospects.
•Handling a Team of 5 members.
Centralized WFM Team
Responsibilities & Job Role
•Preparing Manpower planning for Transcation and FTE based process.
•Generating Long term and short term forecasting for all Inbound Process.
•Providing manpower flow to the management with a minimum of six months indent details
•Expert level knowledge in the generation of call forecasts using heuristic data
•Responsible for daily/monthly/weekly staffing, scheduling and roistering of agents to the shifts
•Make effective operational decisions to ensure that service level is achieved consistently on all contracts in the most cost effective manner.
•Generating the work rules based on the process requirement to improve the process efficiency.
•Preparing Daily/Weekly/Monthly Agent utilization and Occupancy Report.
•Preparing Daily/Weekly Schedule Adherence Report.
•Root Cause Analyze for Program performance like Service Level, Abandon analyzes and provides the feedback to Program Manager.
•Preparing Agent wise and Team leader wise Shirnkage report .
COPS Global WFM Team
Responsibilities & Job Role
•COPS Global Work Force Management is responsible for carrying out WFM tasks across various geographies centralized in Chennai
•Resource Planning, Short termForecasting, Long term forecasting & Scheduling for Major Client of Sutherland, Operating across various geographies
•Responsible for SLAs and WFM Metrics of Individual LOBs (Line of Businesses)
•Productivity, shrinkage and abandon analysis and advising the program to sustain SLAs.
•Part of various projects focused on productivity improvement. Continuous monitoring and reporting of the productivity metrics on a weekly basis to the Service Delivery Heads.
•Participate in weekly/monthly, forecast/capacity planning & review calls with client on performance and detailing the WFM strategy to improve the performance.
•Responsible for computing seat requirements for the programs.
•Preparing daily/weekly/monthly agent performance reports to managers on calls/utilization/productivity/CSAT.
•Preparing weekly/monthly client reports.
•Acting as Supervisor for 5 members of team.
Achievements
•Standardization of schedules across programs
•Implementing the standardization of Shift generation for cost effective transportation
•Automation of work force management
•Best out Standing Performance Award in Sutherland from McAfee Process.