Mohd Shahbaz

Have 12+ years of Experience in MIS, WFM and Report automation role handled various processes

● Expertise in forecasting, Capacity planning, MIS and Business Intelligence

● Hands-on experience in Verint (Impact 360), Cube Software, Cisco, Enhancier, Manual and Predictive Dialer, Basis Knowledge of PowerBI and SQL

WORK EXPERIENCE: -

Currently working with Fusion BPO service India Pvt ltd as a ManagerWFM from Nov 2022 to till date.

JOB PROFILE: -

• Manages and is responsible for the successful achievement of service levels for assigned programs while minimizing costs
• Directs WFM activities to meet client and organization work objectives and serves as a liaison with clients, program management, and functional areas to coordinate activities andnegotiate schedules,
• Review work queues for areas of risk of missing SLA’s or performance metrics. Provide access to work to front line staff as needed
• Leadership role includes coaching team to optimal performance, providing meaningful information to internal customers/management to meet business goals and contributes to strategic initiative execution and helps manage change related to customer service
• Helps oversee effective and efficient resource utilization particularly around the call center ensuring right balance of resource to work at hand. Ability to trend actual performance to plan and helps flag opportunities to improve service when needed
• Ensures LOB scheduling and forecasting functions are delivered and optimized to ensure the FTE plan is achieved and proactively makes recommendations to senior leadership for improvement in scheduling operations, hiring practices and employee experience
• Reviews and validates analysis and reporting produced by team for established standards
• Leads the delivery of WFM process optimization, implementation of WFM best practices and reporting, analysis and database management

I worked with Conneqt business solutions as a DM WFM MIS from July 2021 to Nov’2022.

JOB PROFILE: -

• Manages and is responsible for the successful achievement of service levels for assigned programs while minimizing costs.
• Directs WFM activities to meet client and organization work objectives and serves as a liaison with clients, program management, and functional areas to coordinate activities and negotiate schedules,
• Review work queues for areas of risk of missing SLA’s or performance metrics. Provide access to work for front line staff as needed.
• Leadership role includes coaching team to optimal performance, providing meaningful information to internal customers/management to meet business goals and contributes to strategic initiative execution and helps manage change related to customer service.
• Helps oversee effective and efficient resource utilization particularly around the call center ensuring right balance of resource to work at hand. Ability to trend actual performance to plan and helps flag opportunities to improve service when needed.
• Ensures LOB scheduling and forecasting functions are delivered and optimized to ensure the FTE plan is achieved and proactively makes recommendations to senior leadership for improvement in scheduling operations, hiring practices and employee experience.
• Reviews and validates analysis and reporting produced by team for established standards.
• Leads the delivery of WFM process optimization, implementation of WFM best practices and reporting, analysis and database management.

Accountable for achieving designated SL, Abandon Rate goals at a weekly, daily and intraday level for all LOBs.

I worked with Jindal Intellicom limited as an AM WFM MIS from July 2019 to July 2020 and Oct’20 to 7 Jun’21.

JOB PROFILE: -

• LOB wise capacity planning, hiring & Billing.
• LOB CSAT and conversion report
• Center wise KPI and R & P report
• Doing several analysis with the client to meet service level target.
• Empowering team to help them get to the next level
• Adhering to scheduling quality & timelines
• Weekly capacity planning, hiring & Billing
• Ramp plan analysis and providing key inputs to management about process improvement
• Adhering reports timelines and analyzing to highlight opportunity areas to the upper management
• Create report through VBA as per requirement

⮚ I had worked with BainXL Services India Pvt. Ltd as an AM WFM MIS from Feb 2017 to June 2019.​

JOB PROFILE: -

● LOB wise capacity planning, hiring & Billing.

● Doing several analysis with the client to meet service level target.

● Empowering team to help them get to the next level

● Adhering to scheduling quality & timelines

● Weekly capacity planning, hiring & Billing

● Adhering reports timelines and analyzing to highlight opportunity areas to the upper management

● Airline’s wise fare analysis.

● Sales dashboard prepared for upper management for future planning.

⮚ I had worked with NIIT Technologies as a MIS Analyst from Feb 2016 to Feb 2017.

​

JOB PROFILE:-

• Generating schedules as per the client’s requirement.
• Sending blank schedules to the TMs to assign advisors to their respective shifts.
• Assigning, publishing and optimizing schedules.
• Copying schedules to the upcoming weeks until requirement is changed.
• Doing several analysis with the client to meet service level target.
• Ramp plan analysis and providing key inputs to management about process improvement.

⮚ I worked with Fareportal Pvt Ltd as a Senior WFM Analyst from August 2015 to January 2016.

​

JOB PROFILE: -

● Managing long term and mid-term forecasting analysis for demand requirement of monthly for future.

● Managing short term forecasting analysis for scheduling requirement of weekly.

● Managing Capacity planning weekly, monthly and quarterly.

● Analyzes call volume, call patterns, productivity, attrition rates and Seat allocation.

● Create schedules and forecast via Verint 360 Workforce Management software

● Monitor call volume via Cisco ACD software, SLA ASA, and occupancy provide reporting to the business on performance on an hourly, daily, and weekly basis monitors inbound traffic and ensures efficient distribution based on staff availability.

● Process wise outliers’ analysis

● Utilized Cisco ACD software and Variant 360 Workforce Management software

⮚ I worked with Bird Information Systems as a MIS Senior Team Leader from April 2014 to July’15.

​

JOB PROFILE: -

● Managing forecasting analysis which looks after by Client site.

● Maintaining MIS reports on MTD Basic in excel matric & reporting that to manager and client.

● Reporting productive & Non Productive utilization of agent’s report on MTD basic.

● Reporting weekly/monthly customer feedback report in excel matric.

● Providing regular feedback along with my team Leader to the tea members about their quality and productivity.

● Maintain all data according to COPC.

● Maintain COPC tool Table_F.

● Managing long & short-term forecasting analysis for demand requirement of monthly for future.

● Utilized cube ACD software and predictive dialer for outbound call

⮚ I worked with Bharti Infratel Limited as a NOC Operator (MIS Executive) in Network Operation Center on Adecco’s payroll from June 2011 to April 2014.

JOB PROFILE:

● Daily releasing operations support report for Pan India.

● Energy report to all circles.

● Monitoring site alarms – Pan India are connected & operational through OSS of Nokia and Ericsson for alarm.

● Coordinate with the various vendors like Acme Tele power, Exicom and Pace Power etc for the sites communication status.

● Coordinate with the circle staff for the new hardware installation on every tower.

EDUCATIONAL QUALIFICAION

● B. Com Passed from M.J.P. Rohilkhand University