Lead Manager -WFM
Mobisoft telesolutions
Total years of experience :19 years, 11 Months
• Responsible for delivering end-to-end WFM services for Back office (Email,
Chats, Social media Chats).
• To Generate Forecast based on historical volumes, taking in to account build
capacity planner and prepare Schedules..
• Managing attritions inputs and recommending lead time to hire with HR, Leves
and headcount management
• Help streamline MIS reporting
• KPI Dash boards preparation and Successfully launched new tool ( Zendesk)
• Implementing WFM know how in new process across departments Via Process
discovery
• Recommend FTE demand/supply based on volume forecasted at skill level and
building capacity planner.
• Connecting with Business heads on process improvements via process reengi-
neering on tools and techniques.
• Liaising with manager on improving overall process efficiency (Occupancy,
Shrinkage)
• Help build better visualization of agent dashboard to check performance and
drill on lower performers.
• Creating WFM awareness via Training sessions/meeting and FAQ setups
• Handled HSBC India Contact centre (Responsible for Planning, Scheduling,
Reporting & IVR Maintenance)
• Leading weekly governance call with Business head with regards to perfor-
mance, Challenges and hiring updates.
• Managing 3 Real time analyst for SLA management/Schedule adherence and
break optimization.
• Managed Cross department reporting as part of support (KYC renewal data
base and SLA's)
• have been a part of financial reporting team ( i.e . handling revenue collection,
sales efficiency and opportunities)
• Providing WFM services like, Forecasting, Scheduling for banking process.
• Conducting meeting with manager on discussing SLA performance, occupancy,
and shrinkage
• Publishing Daily SLA reports and Agent performance dash boards.
• Handled a team of 3 real time analyst for intraday checks.
• Liaised with finance team on FTE allocation, project billing and reconciliation
of the PO’s.
• SLA Governance and intraday management for 300 head count capacity.
• Taking immediate actions in cased on outages and updating message on IVR
• Representing WFM on global contact center for daily briefing.
• Reporting of daily performance of Service level and other Key KPI’s of contact
center.
• In charge of Scheduling /shift bidding for North American clients.
EDUCATION M.SC (Science),