Rohit Devre

Analytical and data-driven Workforce Management professional with over 4 years of dedicated experience as a Real Time Analyst in high-volume corporate environments, backed by a strong foundation in customer service. Possess exceptional real-time monitoring skills and proven expertise in intraday performance analysis, SLA management, and queue management. Adept at utilizing advanced WFM tools to collaborate with operations leadership, optimize staffing levels, mitigate service delivery risks, and drive operational efficiency.

Real Time Analyst - TaskUs - Maharashtra, India

(2025-02)

• Monitor real-time queues, service levels (SLAs), and abandonment rates across multiple channels, executing immediate corrective actions to optimize performance.
• Utilize Genesys, Amazon Connect, and NICE IEX to analyze intraday staffing variances against requirements, managing schedule adherence, shrinkage, and real-time agent states.
• Partner closely with Operations Team Leaders and Campaign Managers to communicate call volume trends, system outages, or staffing shortages.
• Generate accurate daily and intraday performance reports, providing actionable insights to mitigate delivery risks.

Real Time Analyst - Capita India Pvt Ltd - Mumbai, Maharashtra, India

(2022-03 - 2025-01)

• Managed real-time service delivery and agent utilization for complex business campaigns, ensuring consistent achievement of KPIs.
• Conducted root cause analysis for SLA deviations and implemented real-time strategies (e.g., skill routing adjustments, break optimization) to recover performance.
• Tracked and reported real-time shrinkage, including absenteeism and unplanned offline activities, to maintain optimal floor capacity.
• Maintained detailed logs of intraday incidents, system downtimes, and volume anomalies for weekly leadership reviews.

Customer Service Executive - Capita India Pvt Ltd - Mumbai, Maharashtra, India

(2019-08 - 2022-03)

• Delivered high-quality customer support, consistently meeting or exceeding individual targets for CSAT, First Contact Resolution (FCR), and Average Handling Time (AHT).
• Promoted to Real Time Analyst role due to a strong understanding of contact center metrics, operational workflows, and consistent performance excellence.

Customer Service Executive - Hexaware BPS - Navi Mumbai, Maharashtra, India

(2018-02 - 2019-06)

• Handled inbound/outbound customer queries, resolving complex issues with high accuracy and maintaining professional service standards.
• Adhered strictly to schedule timelines, metrics, and quality compliance standards.

Higher Secondary Certificate - HSC - Maharashtra State Board (2011)