Jk Jamal

I am working as a Assistant Manager Dialer

Dialer AM (WFM) - HRH Next Services Ltd.

(2023-10)

• Handling Team of Dialer & RTQM
• Real-time queue monitoring and campaign management
• Forecasting and scheduling
• SLA adherence and RNP target achievement
• Collaboration with IT and vendor teams
• Daily, Weekly, Monthly reporting and issue resolution

Operations Analyst (WFM) - Quadrillion Finance Pvt. Ltd.

(2022-09 - 2023-09)

• Capacity planning
• Scheduling and campaign monitoring
• Ameyo dialer ID management and gateway handling
• Report generation and issue resolution

Assistant Manager (WFM) - Teleperformance Global Services India Pvt. Ltd.

(2019-02 - 2022-09)

• Capacity planning and resource allocation
• Scheduling and campaign monitoring
• Real-time analysis (RTA) and issue resolution
• Data management and report generation (Daily, Weekly, Monthly)

Verifier - Teleperformance Global Services India Pvt. Ltd.

(2019-02 - 2022-09)

Credit Card Process (Axis Bank), on-call verification

Acting Team Leader - Vertex Customer Management India Pvt. Ltd.

(2016-11 - 2019-01)

Led team operations for 1 year

Subject Matter Expert (SME) - Vertex Customer Management India Pvt. Ltd.

(2016-11 - 2019-01)

MNP prepaid team, handled escalated calls

Business Associate - Vertex Customer Management India Pvt. Ltd.

(2016-11 - 2019-01)

Retention team, Vodafone Process

B.Sc - Computer Science - Govt Degree College Uravakonda (2014)

M.P.C - Nalanda Junior College (2011)

S.S.C - Jyothi English Medium High School (2009)