Rishav Mishra

To be involved in work where I can enhance my knowledge from my theoretical and practical learning gives my best to the organization in its growth.

WFM-Real Time Analyst at Foundever Pvt. Ltd. (2021-10 – Present)

• Analyse and manage Call Volume in Real Time to ensure Service Levels are met on a daily, weekly and monthly basis
• Analyse call volume patterns in Real Time to optimize work shifts, breaks and lunches
• Identify call volume trends and averages on a monthly and quarterly/seasonal basis
• Create daily/weekly/monthly reports and undertake intraday reporting
• Working with numbers, data analysis and reporting
• Shrinkage, Attrition & Leave Tracker maintenance
• Good Knowledge of eWFM Aspect, Genesys, IEX-Nice, SAP Business Object, Incontact, CUIC, 24/7, CC-Pulse and Pulse tools
• Informing all the concerned authorities about the current situation on the floor like SLA, Shrinkage, AHT and ISSUES etc.
• Taking care of VTO, PTO, LOA in real time

Real Time Process Analyst at inGnius Systems (Pvt) Ltd (2018-09 – 2021-10)

• Analyse and manage Call Volume in Real Time to ensure Service Levels are met on a daily, weekly and monthly basis
• Analyse call volume patterns in Real Time to optimize work shifts, breaks and lunches
• Identify call volume trends and averages on a monthly and quarterly/seasonal basis
• Create daily/weekly/monthly reports and undertake intraday reporting & other MI operations
• Shrinkage, Attrition & Leave Tracker maintenance
• Good Knowledge of eWFM Aspect, Genesys, CC-Pulse and Pulse tools
• Informing all the concerned authorities about the current situation on the floor like SLA, Shrinkage, ACHT and ISSUES etc

B.Tech in Information Technology – ABES Engineering College Ghaziabad

Senior Secondary School Examination (2014)

Higher Secondary School Examination (2011)