Lead Workforce Management (Lead WFM/MIS) - Lumina Datamatics limited
(2024-02)
Currently serving as a Global Command Center Lead WFM-RTA for Walmart US.
- Utilizing tools such as Nice InContact, Power BI, Citrix, CMS/Avaya, Nice IEX, and Oracle to extract data and create reports based on client contact center requirements.
- Overseeing and coordinating with the client's vendor contact centers worldwide. Monitoring daily operations at all sites to ensure service levels, staffing, incident management, and other essential tasks are met across all activities.
- Supporting vendors in achieving their campaign targets on a daily, weekly, and monthly basis.
- Managing any issues at vendor sites or client tools by raising tickets and facilitating communication between the IT and operations teams to resolve outages. We also join the resolution bridge to provide updates to stakeholders.
- Engaging with clients daily to discuss business performance, upcoming changes, and requirements.
- Documenting incidents and monitoring their impact on business operations.
Workforce Management (WFM/MIS) - Teleperformance private limited
(2021-10 - 2024-02)
Working as WFM-RTA in Teleperformance.
- Working with the tools like CMS/Avaya, Power Bi, Variant and SAP to pull the data and to make the dashboard as per the client contact center requirement.
- Leading 4 sites daily and maintaining the service level, occupancy, shrinkage and sharing reports on every interval to all sites for all the activities.
- Helping the team mate to reach their daily target on their campaign.
- If there is scenario at any site we raise a ticket and create a bridge between I.T and operation team to get the solution for the outage and we also join the bridge to share the update with stakeholders.
- We create Bill to pay report it indicates whether a specific project is in profit or in loss.
- Forecast planning like short term, long term
- Capacity planning for the contact center, hiring plan, seat protection, service level projection, floor plan.
Information Retrieval Officer - JUSTDIAL Private Limited
(2017-04 - 2018-01)
Worked as information and research officer.
- Providing the exact information to client as per the need.
- Convincing client for the situation based solution.
- Maintaining daily excel report with pivot table and pie chart.
- Maintaining monthly feedback from client after giving the information.
- Working extra mile daily to ensure maximum closure.
- Work with CMS/Avaya for client conversation.
Project Manager - India Infoline Private Limited
(2019-06 - 2019-09)
Internship - Managing the portfolio of client.
- Managing multiple activities to support staff team and payroll team for company growth and to maintain a sales level.
- Understanding the client requirement to make the portfolio.
- Generating revenue by making Portfolio's and helping team mate to attract client for portfolio.
- Maintaining daily tracker to get the work done on time.
- Maintaining soft follow up with client to generate portfolio and to make a cross selling.
- Maintaining daily report on pivot table and Pie chart to share with higher authority to show the growth of company.
- Monitoring the team mate work and help them to grow individually for creating portfolio with cross selling.
