Iqbal Hussain

Results-driven Workforce Management professional with 5+ years of experience in the BPO industry (Retail & E-Commerce domain), specialising in Real-Time Adherence (RTA/RTM), MIS Reporting, Capacity Planning, and Seating Plan Management. Proven ability to optimise agent utilisation, control shrinkage, and consistently deliver SLA/KPI targets across inbound, outbound, chat, and blended contact centre environments. Experienced in a POC/Associate Team Leader capacity, driving process improvement initiatives and maintaining operational efficiency.

Proficient in Hawkeye, Sentinel, Advanced Excel, and Google Sheets.

Associate Team Leader (ATL) – WFM / Operations - Tech Mahindra Limited - Retail & E-Commerce BPO | Delhi NCR

Served as primary Point of Contact (POC) for the WFM team, coordinating real-time floor activities and escalations to ensure seamless service delivery.

• Monitored agent adherence and attendance in real time using Hawkeye and Sentinel, taking corrective actions to maintain optimal staffing across inbound, outbound, and chat/email queues.
• Tracked and published hourly/daily SLA and KPI dashboards, enabling leadership to make data-driven decisions on staffing adjustments.
• Controlled shrinkage by maintaining proactive leave management, tracking unplanned absenteeism, and coordinating buffer planning with team leads.
• Managed seating plan allocation across the floor to ensure efficient space utilisation and business continuity during ramp-ups and transitions.
• Identified process gaps and drove improvement initiatives that reduced AHT variance and improved overall schedule adherence.

MIS Executive – Workforce Management - Tech Mahindra Limited - Retail & E-Commerce BPO | Delhi NCR

• Designed and maintained advanced MIS dashboards in MS Excel and Google Sheets tracking occupancy, utilisation, shrinkage, AHT, and service levels across blended processes.
• Automated recurring daily/weekly reports using Excel formulas (VLOOKUP, PIVOT tables, conditional formatting), significantly reducing manual effort and turnaround time.
• Prepared and distributed capacity planning reports to operations and planning teams to support headcount decisions and business forecasting.
• Maintained historical data repositories for trend analysis, attrition tracking, and monthly performance reviews shared with senior leadership.

RTA / WFM Associate – Real-Time Analyst - Tech Mahindra Limited - Retail & E-Commerce BPO | Delhi NCR

• Performed real-time monitoring of agent states, AUX codes, and queue metrics using Hawkeye and Sentinel to ensure adherence to published schedules.
• Identified and escalated non-adherence instances to floor supervisors, achieving consistent schedule adherence targets across blended (voice + non-voice) processes.
• Managed intra-day reforecasting and skilling adjustments during volume spikes to protect service level goals across inbound, outbound, and chat/email queues.
• Coordinated break/lunch schedules across teams to maintain required staffing levels throughout the day, minimising service level breaches.
• Maintained real-time logs and end-of-day RTA reports tracking adherence scores, exceptions, and headcount variance.
• Supported WFM team with floor walk activities, seating audits, and shift roster validations.

Master of Commerce - M.Com - IGNOU – Indira Gandhi National Open University

Bachelor of Commerce - B.Com - University of Delhi

Class XII - CBSE (2016)

Class X - CBSE (2014)