KOUSHIK BISWAS

**/* **** ***** **** Road,Post:- Authpur,

Dist:-24 PGS (N),PIN:-743128.

Mob Nom:- 905*******

Email: - accdis@r.postjobfree.com, accdis@r.postjobfree.com

Objectives: - A successful workforce management environment requires a strong

workforce management team lead by a knowledgeable aggressive manager.

Experience

01-04-2013 to Present .Team Manager, WFM / MIS, IKF Technologies Ltd.

• Heading the department of WFM / MIS followed with Team leads.

• Forecast, Scheduling, Reporting Analyst, Intraday Analyst

• Collection and analysis and reporting of historical center performance statistics

• Manage long-term forecast / staff plan and lead monthly staff plan / budget meeting

• Work with Human Resources, Recruiting, and Training to coordinate the hiring and training

of new employee resources

• Oversee intraday management of scheduling procedures, analysis of real time workload

requirements, and call routing to manage performance to service level requirements

• Responsible for maximizing efficiency and occupancy while meeting service objectives

2-11-2010 to 01-04-2013. Senior Team Leader. WFM / MIS, SPANCO.

• Heading the department of WFM / MIS followed with two Senior MIS Executives and five

MIS Executives.

• Forecast, Scheduling, Reporting Analyst, Intraday Analyst

• Collection and analysis and reporting of historical center performance statistics

• Manage long-term forecast / staff plan and lead monthly staff plan / budget meeting

• Work with Human Resources, Recruiting, and Training to coordinate the hiring and training

of new employee resources

• Oversee intraday management of scheduling procedures, analysis of real time workload

requirements, and call routing to manage performance to service level requirements

• Responsible for maximizing efficiency and occupancy while meeting service objectives

18-7-2008 to 2-11-2010. Process Leader, Operation, FIRST SOURCE.

• Deliver the required volume of effective coaching.

• Deliver client service level agreements and KPIs.

• Manage and motivate the quality performance of a team.

• Maximize productivity.

• Report and distribute management information highlighting areas for improvement and

those of concern and opportunity.

• Recommend and implement operational process and platforms improvement.

• Appraise and develop staff.

• Work towards and implement best practice.

18-5-2005 to 18-7-2008. AEGIS.

• Team Leader

• Floor support

• MIS as Support.

• SME Operation

• Senior Customer Care Executive

• Customer Care Executive

• Customer Care Executive ( Part Time)

Education

• 10+2+3 Shridhar University (BA) year 2013.

• 10+2, Authpur High School W.B.H.S.E (Science) year 2002.

• 10+, Authpur High School W.B.S.E year 2000

Technical Skills

General skills in Computer:

• Proficient in MS Word, MS Excel, MS PowerPoint

• Excess, Macro

Honors and Awards

• 1 Time best Tram Lead (FIRST SOURCE )

• Best TTQ certified (FIRST SOURCE )

• 2 Times best Team Lead (AEGIS)

• 5 Times best Team Executive (AEGIS)

• Best Sports man in school life.

Hobby

• Playing Foot Ball.

• Trekking.

DATE Koushik Biswas

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