Sep 2017 – Aug 2019 · 1 yr 11 mos

• Analysis of call trending and performance enhancement around various Key matrices of programs.
• Implement and transition new projects. Possess skills on developing and coaching team members.
• Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressure environment.
• Utilize expert knowledge of the inner-workings between all platforms in order to manage call volume and labor within various programs.
• Analysis of call trending and performance enhancement around various key metrics of programs.
• Working on Client Forecast and internal trending AHT to get the Interval level requirement on trends.
• Planning for special days such as Holidays when the volume and staffing pattern can be unique.
• Manage and drive the overall key KPI’s of the program while coordinating with the RTA team.
• Capacity planning for future requirements, planning for any changes.
• Creating new classes to meet the future requirements.

Feb 2016 – Sep 2017 · 1 yr 7 mos

• Building staff plans for call center and ensure highly profitable hiring and positioning of staff throughout the year.
• Ensuring highly efficient shift timings for multiple LOBs meeting the client needs and operational requirements.
• Analyze the call trend, determining workload at an interval level and calibrating staff to support those requirements.
• Comprehensive knowledge of IEX and utilizing it to generate requirements to cater for various billing models like per minute, per call, line adherence etc
• Project Implementation - Recommending HOO, Startup Headcount, Coverage and eventual/gradual build up plans/ramp plans to efficiently increase the capability of the site to handle higher share of the volume.
• Worked with teams and partners across multiple Geos which includes scheduling for AT&T and DTV programs in Philippines, USA, Canada, India and Costa Rica.

Oct 2013 – Feb 2016 · 2 yrs 4 mos

•  Worked as a Command Center Officer in the organization and handled big programs and ensuring key matrices are met at the site level.
•  Keep the Client and the Operations updated about the program’s performance on a daily basis and suggesting ways to improve it
•  Keeping track of agents out of adherence through RTA – IEX, in other words maintaining the adherence of the program.
•  Providing support to the CIS Technical team in identifying, capturing data and troubleshooting systems, telephony, or network problems.
•  Taking the initiative of imparting training of tools, and process information to the new members of the team.
•  Attend meetings with operations and client, discussing the project performance and deciding the strategies.
•  Attend daily/weekly/monthly capacity planning calls, performance orientation and suggest F&S team to implement the changes in schedules.
•  Reporting includes Variance Reports, Client Reports, End of Day Reports, Performance Reports, Outage Reports and Escalations as and when required.
•  Offering Single Point of Contact or in other words providing a bridge between Operations and Clients.
•  Work on driving changes and providing thought to the leadership by building customer relationship in achieving the company goals.
•  Preparing Root Cause Analysis (RCA) on service metrics.

Feb 2012 – Oct 2013 · 1 yr 8 mos

• Monitor real time queue, agents on Long Calls, ACW and Hold.
• Making real time schedule changes.
• Monitoring and reporting site specific performance.
• Preparing site specific Overs and Under report, to help cover staffing deficit

Oct 2011 – Jan 2012 · 3 mos

• Key Role was to introduce new hired agents to the process (Orange) and help other agents improve their process knowledge
• Take session to help agents improve process knowledge.
• Provide feedback to all agents to help improve CSAT scores.
• Acting Team Leader in the absence of team leads, ensure monthly team objectives are met.

Nov 2010 – Sep 2011 · 10 mos

• Engage with client/customers to help troubleshoot their network issues.
• Follow program related guidelines to meet CSAT scores.