Workforce Manager Designer

Mahaboob Basha B

Sanjeeva Reddy Nagar, Hyderabad-500038

Cell: +91-970*******

Email: adm32z@r.postjobfree.com

CAREER OBJECTIVE

To work in a challenging and growth oriented organization which helps me to work in a world class developing environment and provides me scope to enhance my skills.

Functional Skills:

Configuring, Forecasting, and Scheduling with Workforce Manager focuses on the concepts and skills needed to use Genesys Workforce Manager (WFM) to forecast workload and workforce, schedule agents, and monitor adherence to forecasts and schedules.

Hands on experience on Genesys and AVAYA Designer Reports. Analyze ACD, AHT, and Occupancy Reports from AVAYA CMS& CC Pulse Knowledge of Various Factors affecting the Call Volume, AHT, Occupancy and Service Levels.

Knowledge of Work Force Management Applications& IEX tools.

Monitor activity throughout site (agent status, calls in queue) and manages to trends and exceptions, logs exceptions and provides information to local management as needed and also communicate to Senior Management as and when needed.

Good Command over MS Excel, MS Word and MS PowerPoint.

Working Experience Details:

Working as a Sr Associate Command Center in Tech Mahindra Pvt Ltd for Work Force Management/MIS in Hyderabad

Duration: March, 2017-Present

Environment: AVAYA CMS, IEX, Genesys and MS Office Tools.

Roles & Responsibilities:

Monitor intraday performance of call volume and staffing levels across multiple locations, to ensure ongoing service performance is maintained, identifying and responding to periods which require remediation tactics (e. g. adjusting schedules, canceling offline activates, posting extra hours) .

Monitor, record, and escalate real-time schedule adherence impacts; including tardiness, absenteeism, and other schedule deviations.

Coordinate with outsourced service providers daily, to ensure staffing performance is meeting or exceeding acceptable standards.

Adjust routing schemes and realign resources to optimize coverage and service based on skill set and priority, across multiple sites.

Recognize and initiate escalation process for systems outages and submit problem tickets to the help desk, and initiate appropriate tactics to ensure service levels are maintained.

Maintain and track accurate records of PTO accruals, attendance, and time off usage via Workforce Management system.

Provide feedback, analysis and reporting of relevant trends, such as: call performance stats, call arrival patterns, staff productivity, attrition rates and resource allocation.

Communicate with remote centers and staffing agency to input all callout data into IEX in a timely fashion to ensure intraday in IEX is kept up to date for analysts and management team.

Execute reporting packages for agents, teams, and programs to provide analysis of areas of opportunity, AHT, ACW, QA, Schedule Adherence, SVL stats for previous day, WTD, and MTD.

Constantly monitoring & analyzing MTD performance for the programs and providing suggestions to operations for improvement on timely basis to achieve the monthly goals. Performed a series of in-depth and analytical, administrative and research duties related to the program.

Worked as an Associate Command Center in Convergys India Services Pvt Ltd for Work Force Management in Hyderabad

From Feb-2016 to March-2017.

Environment: AVAYA CMS, IEX, Genesys and MS Office Tools.

Responsibilities:

Conduct real-time monitoring of queues and skill sets, regardless of the location, and identifying intra-day trends. Maintain a special emphasis on looking for possible downtime and telephony issues.

Work with NOC, PBX, Operations, and Remote Centers to manage and resolve downtime and telephony issues.

Make adjustment to call allocations driven by the real-time trends.

Conduct real-time monitoring of agents through the IEX real-time adherence view to ensure schedule adherence and notify support personnel on the floor to resolve adherence issues.

Handle agents' pending time-off requests, schedule swaps, trades, etc. and the daily exception management of IEX.

During low call volume, work with a senior member of the Command Center to offer voluntary time off, force agents to leave early, or allocate resources to alternative tasks.

Communicate with remote centers and staffing agency to input all callout data into IEX in a timely fashion to ensure intraday in IEX is kept up to date for analysts and management team.

Execute reporting packages for agents, teams, and programs to provide analysis of areas of opportunity, AHT, ACW, QA, Schedule Adherence, SVL stats for previous day, WTD, and MTD.

Send out hourly performance updates including interval and intraday SVLs, % to forecast, ASA, and callouts.

Leading a team of 10 agents and monitoring the intraday activities of the team to ensure smooth functioning in the programs.

Maintaining good team hygiene along with keeping the team motivated to work efficiently

Constantly monitoring & analyzing MTD performance for the programs and providing suggestions to operations for improvement on timely basis to achieve the monthly goals. Performed a series of in-depth and analytical, administrative and research duties related to the program.

Coached and trained high performing team members to attain the next level in their hierarchy.

Worked closely on team building and ensured to create a fun at work environment.

Trained newly hired employees on both WFM knowledge as well as program specific tasks.

Worked as a Sr Associate in UNITED HEALTH GROUP in Hyderabad From Nov-2012 to Feb-2016.

Duration: Nov 2012 – Feb-2016

Roles & Responsibilities:

Review previous day’s results, adjust histories for special days, and call distributions.

Review historical data and work with management and recruiting to develop staffing plan.

Use workforce management software, call volume history, and overflow data to determine staffing levels and optimal shifts, work window to handle workload requirements.

Optimize scheduled breaks and lunches as resource requirements change, determine need for extra hours and/or liberal leave, assess availability for offline functions and approve/deny as required

Monitor schedule adherence, update real-time schedules change in IEX, monitor and report agent statuses.

Communicate and report KPIs to management and provide real time status updates to Supervisors.

Provide shift reports to management with service level and abandon rate explanations for any day where KPIs are missed.

Update and maintain agent database in TotalView such as, processing: new agents, terminations, shift trades, time off requests, offline time, and schedule bids.

Review and respond to schedule inquiries from management and agents

Track and report absenteeism, schedule deviation and forecast adjustments percentages as they relate to schedule overhead.

Provide workforce and performance reports to management.

Create any ad hoc reporting as needed to present to Mgmt. or Client

Communicate and track workforce management issues to management, as required.

Creation and maintenance of reports as required for performance and financial reporting.

Special departmental assignments and/or projects as assigned.

ACHIEVEMENTS

Awarded “Star of the Month” twice for the excellence performance for the month September 2013 and May 2014. And Rock Star for the month of September 2016.

Got many appreciation mails from onshore clients.

Got “Sustaining Award” on consistently given 100% quality for the third quarter.

EDUCATION QUALIFICATION

M.B.A (Finance & Marketing) from Osmania University

B.Sc.(Bio-Chem) from S.K.University

12th Standard (C.B.S.E)from JawaharNavodayaVidyalaya, Kurnool

10th Standard (C.B.S.E) from JawaharNavodayaVidyalaya, Kurnool

Date:

Place:

(Mahaboob Basha. B)

Contact this candidate