Mamidi Kaveri

Results-driven Workforce Management (WFM) Real-Time Analyst with 3 years and 9 months of professional experience, including over 2 years of specialized experience in Workforce Management (RTA). Skilled in real-time operations management, SLA monitoring, queue management, agent adherence tracking, workforce optimization, intraday performance analysis, and reporting. Demonstrated ability to proactively identify and mitigate service-level risks through continuous real-time monitoring, data-driven decision-making, and effective collaboration with Operations and Team Leaders.

Proven track record of improving operational efficiency and maintaining performance targets in fast-paced customer service environments. Supported and driven real-time operational performance at VXI Global Solutions, leveraging workforce analytics and operational insights to ensure optimal service delivery. Previously served as a Technical Support SME at Foundever, where strong customer service, problem-solving, mentoring, and stakeholder management skills were developed and refined.

Real-Time Analyst - VXI Global Solutions India Pvt. Ltd.

(2024-03 - 2026-07)

• Monitored real-time queues and staffing levels across multiple Lines of Business (LOBs), proactively shifting resources to maintain consistent SLA compliance.
• Tracked agent adherence and schedule compliance, partnering with Team Leaders to resolve deviations and optimize productivity.
• Generated intraday performance reports to flag staffing gaps and operational risks, enabling leadership to mitigate impacts before service delivery was affected.
• Managed real-time performance and reporting utilizing NICE IEX and CCS platforms to drive data-driven decision-making.
• Collaborated cross-functionally with Workforce Planning and Operations teams to execute intraday schedule adjustments and capacity planning.
• Analyzed volume and shrinkage trends, recommending real-time staffing adjustments to safeguard SLAs during peak intervals.
• Escalated operational risks, including system outages and unplanned absenteeism, to leadership alongside actionable mitigation strategies.

Technical Support SME - Foundever

(2022-10 - 2024-03)

• Served as the primary Subject Matter Expert (SME), resolving complex technical escalations that frontline agents could not resolve.
• Provided real-time floor support and troubleshooting, reducing Average Handle Time (AHT) and minimizing unnecessary ticket escalations.
• Mentored and coached new hires and existing agents on technical diagnostics, communication, and best practices to improve team performance.
• Conducted call calibrations and quality reviews with Team Leaders to identify knowledge gaps and implement targeted coaching plans.
• Analyzed escalation trends to identify root causes, driving process improvements that enhanced Customer Satisfaction (CSAT) and First Call Resolution (FCR).
• Collaborated with Quality, Training, and cross-functional teams to improve process documentation, knowledge base articles, and operational efficiency.
• Acted as the liaison between the Hyderabad and US teams, ensuring seamless communication, project coordination, SLA compliance, and timely delivery of operational objectives.

Bachelor of Computer Application - BCA - MNR Degree College (2022)

Mathematics, Economics & Commerce - MNR Junior College (2017)