Vikas Kamboj

MIS Executive with 4 years of experience in SLA-driven BPO Quality operations, transitioning into Workforce Management. Hands-on background supporting volume forecasting and capacity planning, real-time hourly performance reporting, shrinkage and attrition tracking, and weekly roster/audit distribution planning across 16-17 LOBs.

Strong Advanced

Excel and MIS reporting skills, with a consistent record of accurate, deadline-driven reporting that supports operational decisions and WBR discussions. Currently building structured WFM domain knowledge — forecasting methodology, Erlang C, AHT, SLA, shrinkage and occupancy — to support a full transition into WFM Executive / Real-Time Analyst roles.

MIS Executive at Mittsure Technology (2026-01 – Present)

• Prepare and maintain daily, weekly, and monthly Sales MIS reports for management review.
• Analyze sales performance, target achievement, and productivity trends using Advanced Excel.
• Manage and validate CRM data, ensuring accuracy and completeness of customer and sales records.
• Track and publish RM visit reports, monitoring field activity and visit compliance.
• Coordinate with sales teams to resolve data discrepancies and ensure timely report delivery.
• Prepared ad hoc MIS reports and supported additional operational tasks, providing timely data and insights for management decision-making.

MIS Executive at Bill Gosling Outsourcing (2021-09 – 2026-01)

• Supported monthly volume forecasting and capacity planning by preparing Daily Audit Count (DAC) reports and allocating audit volume across 16-17 LOBs based on planner capacity; submitted projections and coordinated with clients to finalize planners and workload expectations.
• Delivered hourly progress reports giving real-time visibility into operational performance; monitored agent-wise coverage and sample completion, proactively raising alerts for zero-volume, missing data, and coverage gaps.
• Prepared and distributed weekly roster plans and audit distribution reports to internal teams and clients, supporting workforce scheduling and coverage planning.
• Published daily and weekly shrinkage and attrition reports for management review, and tracked productivity metrics — including downtime and skip data — to support attendance and performance reporting.
• Designed and published daily, weekly, and monthly MIS and SLA reports across 16-17 LOBs, maintaining high data accuracy and SLA adherence.
• Performed data collation, cleaning, validation, and reconciliation from multiple online and offline sources daily, including duplicate checks and variance analysis, coordinating corrections directly with clients.
• Presented variance analysis, coverage risks, and corrective action plans in Weekly Business Review (WBR) meetings with stakeholders.
• Prepared billing-support MIS and revenue alerts on a recurring monthly cadence (15th, 20th, 25th, month-end) with supporting analysis.
• Coordinated certification audits end-to-end — sample assignment, tracker maintenance, result publishing, and rebuttal updates — maintaining full audit readiness.
• Logged and tracked service desk tickets to resolve system/operational issues and minimize business disruption; handled ad-hoc reporting per business requirements.

Technical Support Executive at Teleperformance (2018-05 – 2019-03)

• Resolved customer software and hardware issues via calls, chat, and email within defined SLA timelines, following structured troubleshooting steps and SOPs.
• Logged and tracked support cases in ticketing systems with complete documentation, escalating complex issues to higher-level teams with accurate case details.
• Maintained detailed resolution documentation that supported knowledge-base accuracy and audit readiness.

B.Sc. in Math – Jaipur National University