Aug 2016 – May 2020 · 3 yrs 9 mos · Gurgaon, India

• From Aug 2019 to April 2020, I held the position of Process Discovery Executive for a UK-based client.
• Managing migration of processes from donor location in UK to WNS.
• Creating & maintaining various documents such as Detailed Process Maps (DPMs), daily report outs, Quality Service Delivery (QSD) & error parameter documents, Risk documents, & metric guides
• Facilitating Knowledge Transfer sessions and conducting training batches at WNS. I was also responsible for managing the performance of the trainees during this process.
• Leading a team of 8 members & overseeing their quality & performance, leave management
• Establishing & maintaining a project issue log to track & resolve issues in timely manner.
• Providing coaching and development to team members, resolving conflicts, identifying team goals, and evaluating team progress. I actively sought & listened to their feedback.
• From August 2016 to Aug 2019, my role was Assistant Manager Scheduling, :
• Analyzing volume distribution, Average Handling Time (AHT) trends, shrinkage considerations, Short-Term Forecasts (STF), and alignment with available transport shifts and labor laws. I
• Collaborating with operations leaders & capacity planners to establish schedules that align with manufacturing plans & achieve company objectives in terms of customer service and resource utilization.
• Analyzing scenarios to balance demand and supply, optimize inventory, & minimize the impact of demand volatility.
• Analyzing client forecasts to provide appropriate staffing to meet contractual goals & real-time requirements from both an operational & client perspective. This involved making recommendations & planning ahead to accommodate unexpected changes in staffing needs.
• Ensuring efficient scheduling of staff by analyzing forecasted volume and available resources to achieve service level targets
• Providing real-time feedback to organizational leadership on trends and interfacing with clients on reporting, tracking updates, outages, and issues

Oct 2014 – Jul 2016 · 1 yr 9 mos · Hyderabad, Andhra Pradesh, India

• Performing Workforce Management reporting, analysis, recommendations, and administrative tasks related to staffing and scheduling functions. Record / Report SL as per SoW on a Daily / MTD level. Analyize the reasons for loss in SL & provide proactive measures to mitigate such future risks
• Monitoring enterprise service levels via IEX, Genesys and Blue Pumpkin real time adherence applications. Intraday SL reporting highlighting achievements of past intervals & projections for future intervals at bi-hourly basis. Identifying issues, developing, coordinating and implementing mitigation strategies to re-balance resources to meet Enterprise Service Levels.
• Compiling, entering data, and interpreting departmental statistical data. Extracting data from IEX , Genesys and BP to produce ad hoc reports or other required output documents and reviews said documents for content and accuracy.
• Administering vacation time for agents and updates all timekeeping in the Kronos system.
• Updation of information in the IEX,BP and Genesys scheduling system, performing analysis to determine impact to available resources for the day, strategizing solutions to meet goals, and communicate the situation and actions taken information to key stakeholders.
• ID management , Add, Modify & Delete IDs as required, Mark / Paint availability of associates as per shift preferences of the associates in co-ordination with ops.

Apr 2012 – Sep 2014 · 2 yrs 5 mos

• Responsible for the management of general staff operation and adherence to company’s metrics within the scope of Command centre environment ensuring that the organization’s goal of cost cutting, service levels are met on a consistent basis
• Manage work through various tools and platforms to analyze cal volume and trends to implement appropriate program support strategies
• Build, monitor and maintain all outbound strategies to meet the needs of each business unit.
• Chair weekly meetings with unit Operations Managers to review outbound performance and recommend improvements, to strategies and shift alignments.
• Primary responsibility of WFM-(Driving, scheduling, and forecasting accuracy, RTA and Exception management, people management and process improvement
• Reporting of performance metrics to senior management: down time reports, adherence, daily performance log, queue management for various processes.
• Train and develop a team of Real Time Analysts on the Avaya PDS system.
• Establish and manage clear development objectives a team of Real Time Analysts to ensure that all operational targets are met.
• Provide support and escalations to the CIS Technical team in identifying capturing data and completing trouble tickets. Coordinating with technical teams for resolution of high severity problems
• Conducting various forums like Pre-shift huddle and New Hire Orientation meetings effectively and efficiently.
• Real time monitoring of Service levels through Avaya CMS supervisor and ensuring that the targets are met
• Working on Microsoft excel to make several reports and maintaining data for each department.
• Raise awareness to RTA issues that are impacting service level and aging.
• Plan and manage calling campaigns to increase right party contact percentages while optimizing all available resources
• Provide initial, and ongoing, training for representatives, supervisors, and managers related to dialer a

Apr 2010 – Feb 2012 · 1 yr 10 mos · Leeds, West Yorkshire, United Kingdom

• Meeting and exceeding -highly attainable targets, and offering customers the better options products that benefits them.
• Building rapport over the phone, and then boosting your income by spotting opportunities to up-sell and cross-sell, making referrals to product specialists wherever appropriate.
• Strong inter-personal and sales skills with customers, able and keen to generate natural conversations, ask engaging questions and listen well.
• Efficient and accurate in following sales processes and completing related administration.
• Professional and credible by managing my team in the absence of the team manger.
• Highly focused on success / exceeding expectations
• Keeping a check/analysing on the accounts for risk and fraud purposes
• Dealing with methods of service improvements in the department
• Handing complaints in an excellent efficient and professional manner and dealing with them at first point of contact and taking ownership of every call.

Jan 2010 – Mar 2010 · 2 mos · London, United Kingdom

• To conduct focused interviews either in person or by telephone to explore the client's situation and issues that need resolving.
• To make a judgment about the next course of action and where appropriate, provide quality assured self help or assisted information.
• To maintain accurate records of all advice and casework and maintain effective administrative and monitoring procedures to company Audit standards in conjunction with the admin team.
• To contribute to the project monitoring by providing statistical information on the number of clients and nature of cases and provide regular reports to the management team.

Sep 2009 – Jan 2010 · 4 mos · LEEDS UK

• Selecting subject matter based on research requirement and the objective;
• Developing the technical skills of writing and maintaining originality;
• Using literary skills to develop legal concepts and contemporary issues and make them understandable to a larger audience.
• Working to tight deadlines, especially for target driven research initiatives; Verifying the factual content of written work;
• Submitting material for publication in the required and expected format;
• Rewriting and adapting material (and sometimes the work of others) for alternative formats,
• Exercising self-discipline and time management to organize writing in conjunction with developing corporate law, trade law and other legal aspects.
• Encouraging and acting upon critical feedback in the most appropriate manner;
• Being prepared to rewrite and revise work (often several times) following feedback;
• Finding, pursuing and maintaining knowledge of publication opportunities;
• Attending courses and participating in workshops to improve and build upon writing skills;