Vikash Kumar

MIS executive at AEGIS Pvt Ltd

• India - Delhi
• My current job since June 2009

KEY RESPOSIBILITIES

o Responsible for publishing all process key metrics reports as following :
• Agent productivity report
• 0Average ACT time
• Average hold time
• Average avail time
• Daily attendance report
• Daily call flow and the SLA adherence
• Daily shrinkage and attritions
• Daily/Weekly volume projection and capacity needed
• Number of calls abandoned
• Daily defaulter report
o Daily and monthly billing basis the SLA adherence /Revenue projection basis the trend o Real time key insights sharing with operations team during high flow call day to ensure expected SLA adherence o Actively participated in all the ad-hoc activities from data management standpoint