WFM Analyst at Mhasis Pvt Ltd
Aug-2016 to May-2020
• The role allows me to execute process administration internally, responsible for business continuity process Management of clients externally, in which, Agents call taking Schedules, breaks, week –offs, OT’s data, Roasters, Attendance, Leaves, Agents call taken data (AHT, ACW, Average Hold time, Advise Units, Sales Revenue Units, Agents LEI Scores, Incentives structure by their earned scores, Total calls taken, Total short calls &Total talk time), Management of Absenteeism and Fore-Casting & Replacing the Absenteeism in the form Cover UP’s & OT. Fore-Casting Future risk of Absenteeism due to National Holidays, Special Family Events in the form of Leaves, Abrupt events, Incidents and Pre-Planning to meet required Schedules. Responsible for Tech issues with Citrix’s & Gate Way, TD E-Resource, ARO, Lotus Notes, TD Thrive, C3 and S3 Applications by fixing immediately, while agents on calls. Responsible for Agents transportation, Manage Decent transport validation.