IEX, Avaya CMS
Balachandren Sivasubramanian
Lead Workforce Analyst
Chennai,Tamil Nadu
Summary
Versatile, goal-oriented Senior Analyst with 5+ years of experience in a customer centric environment working towards mitigating high severity incidents, managing stakeholders, and driving strategic projects to provide best customer experience. Seeking a leadership position to bring forth the experience acquired over the years to contribute to the firm's growth and at the same time enhance my own skills. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
6
6
years of professional experience
6
6
years of post-secondary education
Work History
Senior Workforce Analyst
Tech Mahindra - Telstra
Chennai, Tamil Nadu
04.2021 - Current
- Delivered targeted advise on issues such as applicable employment regulations, compensation strategies and internal systems to help companies update antiquated or ineffective approaches.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Participated in team-building activities to enhance working relationships.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Maintained energy and enthusiasm in fast-paced environment.
- Managed real-time inbound call traffic across multiple contact center locations.
- Managed overtime, shift swaps, breaks and PTO requests.
- Provided training on dashboard and package development to team members and management.
Senior Workforce Analyst
PhonePe - Global Command Center
Bangalore, Karnataka
11.2020 - 04.2021
- Collaborating with Internal Tech teams to resolve network issues impacting agent and customer experience
- Stakeholder engagement during high severity incidents and leading the situation by bringing all the resolving teams together to work on the resolution
- Mitigating capacity risks by managing dependencies across multiple Operating Units (OUs)
- Mentoring new hires to understand and carry out the components of a continuous improvement program
- Collaborating with the capacity planning, CS Operations teams and effectively working on creating skills, new sites, click to contact IDs, Email queues and transfer destinations over the GACD (Global Automated Call Distributor)
- Approving time-offs (paid/un-paid, voluntary) based on real time occupancy, SLs, and incoming volumes
- Keeping the stakeholders updated on any occurrence of issues impacting customers, SLs, or brand
- Data Analysis and sharing reports to stakeholders.
Real Time Analyst
Sutherland Global Services
Chennai, Tamil Nadu
10.2017 - 11.2020
- Monitoring real-time skills, backlogs, incoming volumes, occupancy, shrinkage etc
- To meet the Service Level (SL) target of the skills across all OUs such as .com, .in, .eu) and businesses (Consumer, Digital &SDS)
- Pulling real time mitigation levers such as back-up activation to ensure adequate staffing, making changes to thresholds, creation & activation of IVRs, posting customer and agent facing emergency messaging, dive deep on concurrent issues and ensuring timely action to safeguard the SLs
- Real time schedule adherence and communicating real time update to sites and leadership
- Effective communication with Client partner sites, assist with the real-time issues faced by them, keeping a tab on the shrinkage at sites, analyzing the factors leading to under-delivery
- Scheduling non-productive time for activities, meetings, training etc
- For all the skills always ensuring trivial impact on customer service
- Working closely with cross functional teams to run the operation smoothly
Subject Matter Expert – Acting Team Lead
Sutherland Global Services
12.2016 - 10.2017
- Supporting new hires with the process, tools involved, navigation
- Managing a team of 5-10associates
- Helping the team to get in line with Amazon standards
- Planning quality and performance improvement for the team
- Preparing them to contribute independently to production
- Involved in refresher sessions, 1on1s, coordinating with training, HR, and operation teams.
Customer Service Associate
Sutherland Global Services
Chennai, Tamil Nadu
07.2016 - 12.2016
- Customer Support over all communication medium as E-mails, Chats &Phones
- Supported national and global customers to resolve pre- and post-sale queries
- Coordinating with fulfillment centers, carriers, and manufacturers to resolve customer's queries
- Warranting exceptional responsiveness to all customer's queries
- Escalating feedback on customer complaints regarding service delay/failure
- Identifying defects and working on fix to improvise the workflows
Education
B.E - Mechanical Engineering
New Prince Shri Bhavani College of Engineering And Technology
Chennai 09.2012 - 05.2016
Standard 12th -
Pole Star Higher Secondary School
Chennai 03.2011 - 04.2012
Standard 10th -
Prince Matriculation Higher Secondary School
Chennai 06.2009 - 03.2010
Skills
Time Management & Strategic Planning
Decision Making & Ownership
Teamwork and Collaboration
Data Management & Analysis
Client/Vendor Relations & Vendor Management
Strong Verbal communication & Narrative Writing
Accomplishments
- Recognized as the Best RTA – Workforce Analyst in Global event of 2019
- Rewarded with Trophy & Entitled with the name of Mr. Regular in Sutherland Organization
Software
MS Office Tools
Personal Traits
- Adaptable to all situations
- Good Team Player
- Willingness to learn.
- People Management
Projects
Master mapping for Skill Monitoring:
- This project was to create and improve the data efficiency of master mapping Data (Skill Level information such as Priority threshold, Hours of Operation, Sites handling the contacts, SL Target)
- The web-based tool was designed to capture all the details for Customer Service skills (Consumer, D2 and SDS, Selling Partner Support Hierarchies)
Timeline
Senior Workforce Analyst
Tech Mahindra - Telstra
04.2021 - Current
Senior Workforce Analyst
PhonePe - Global Command Center
11.2020 - 04.2021
Real Time Analyst
Sutherland Global Services
10.2017 - 11.2020
Subject Matter Expert – Acting Team Lead
Sutherland Global Services
12.2016 - 10.2017
Customer Service Associate
Sutherland Global Services
07.2016 - 12.2016
B.E - Mechanical Engineering
New Prince Shri Bhavani College of Engineering And Technology
09.2012 - 05.2016
Standard 12th -
Pole Star Higher Secondary School
03.2011 - 04.2012
Standard 10th -
Prince Matriculation Higher Secondary School
06.2009 - 03.2010