Sourab Kamra

Business Analyst

Delhi, India15 yrs 4 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Proven expertise in customer service strategy development.
Strong background in workforce management and real-time operations.
Effective team management and performance reporting skills.

Stackforce AI infers this person is a BPO and Workforce Management expert with strong analytical skills.

Contact

Skills

Core Skills

Customer ServiceWorkforce Management

Other Skills

Customer AnalysisCompetitive AnalysisCollaborator AnalysisIndustry AnalysisPerformance ReportingReal-time ManagementSchedulingTeam ManagementManagementLeadershipCustomer SatisfactionBPOBusiness AnalysisEmployee EngagementEmployee Relations

Experience

15 yrs 4 mos

Total Experience

2 yrs 6 mos

Average Tenure

3 yrs 5 mos

Current Experience

American express

Business Analyst

Dec 2022 – Present · 3 yrs 5 mos · Gurugram, Haryana, India · On-site

Amazon

Workforce Management Analyst

Jul 2021 – Nov 2022 · 1 yr 4 mos · Hyderabad, Telangana, India · Hybrid

Airbnb

Workforce Management Analyst

Aug 2018 – Jul 2021 · 2 yrs 11 mos · Gurugram, Haryana, India

Convergys

2 roles

Associate Command Center (WFM)

Promoted

Mar 2015 – Aug 2018 · 3 yrs 5 mos

 Made fact-based decisions on Customer Services strategy for Orange UK as Sr. CCO (Customer Care Officer) to develop the after sales satisfaction of the product as a brand while designing effective & cost-efficient implementation programs based on Customer Analysis, Competitive Analysis, Collaborator Analysis & Industry/ Company Analysis.
 As based on the performance in Customer services for Orange UK moved to the Pilot Batch in customer services as Sr. CCO (Customer Care Officer) Specialist for EE4G UK.
 Successfully Cleared the IJP (Internal Job Promotion) Promoted as Associate Command Center (B1 Band) Managing AT&T Mobility Program. Taking care of the real time changes to the agent’s skilling and other required changes depending upon the situation.
 Managing multiple Lob’s (Real-time & Reporting).
 Sending performance reports to Site leaders and Client (AT&T).
 Assisting in testing new skill types.
 Providing instructions to VCC to manage performance of individual or collective agents.
 Scheduling breaks, trainings & Team Meetings.
 Generating reports to depict LOB’s opportunity areas.
 Hosting Performance calls with LOB’s Team leaders and client.
 Skilling agents in particular lob’s to manage call volume.