Senior Capacity and Schedule Management Officer
Mphasis Pvt Ltd
Total years of experience :8 years, 7 Months
• The role allows me to execute process administration internally, responsible for business continuity process Management of clients externally, in which, Agents call taking Schedules, breaks, week -offs, OT’s data, Roasters, Attendance, Leaves, Agents call taken data (AHT, ACW, Average Hold time, Advise Units, Sales Revenue Units, Agents LEI Scores, Incentives structure by their earned scores, Total calls taken, Total short calls &Total talk time), Management of Absenteeism and Fore-Casting & Replacing the Absenteeism in the form Cover UP’s & OT. Fore-Casting Future risk of Absenteeism due to National Holidays, Special Family Events in the form of Leaves, Abrupt events, Incidents and Pre-Planning to meet required Schedules. Responsible for Tech issues while on calls with Citrix’s & Gate Way, TD E-Source, ARO, Lotus Notes, TD Thrive, C3 and S3 Applications by fixing immediately. Responsible for Agents transportation, Manage Decent transport validation.
• Job role includes managing of Management teams (QA’s, Unit Managers-UM’s, Operation Managers-OM’s) Attendance, Roasters & Leaves as per the team week Attendance, Schedules of their Job roles like Communication meetings, Client Meetings, Coaching Slots, Feedback Slots for agents by QA’s, I am Responsible for all the reports of Schedules & Forecast Management and above mentioned responsibilities requested by UM’s, OM’s, AVP & VP internally, also responsible for the reports requested by the TD Trust- Easily Line Top Management of Operations externally, for the day, week, month, quarter & half yearly are determined and managed by me and my team. Also responsible for the process Technical issues internally in line with Mphasis Tech Team and external Technical issues by attending daily, weekly and monthly Tech calls with Top Management team of Clients Operations along with daily Ping chat.
As my carrier prompted me to the next level of study after my PUC/Intermediate of college, I had applied for the Diploma in Philosophy and Psychology. The studies include Anicient Indian Philosophy, Modern Philosy and Western Philosophy. I am the topper of the college in Psychology as I scored 79 out of 100.