Hi, I’m
Abhishek Behl
Work Force Management
Mohali
Summary
Experienced Workforce Management Specialist with 5+ years of expertise in real-time analytics, operational reporting, Scheduling & Forecasting, and process optimization. Skilled in Excel,Power BI and workforce planning, with a track record of enhancing efficiency and achieving business objectives.
Overview
6
years of professional experience
2018
years of post-secondary education
3
Certificates
3
Languages
Work History
Teleperformance
Scheduling Analyst
06.2023 - Current
Job overview
- Conducted regular schedule reviews to identify variances, anticipate issues, and recommend corrective actions when necessary.
- Maximized employee satisfaction by considering individual preferences when developing weekly shift rotations and time off requests within operational guidelines.
- Developed and optimized forecasting models to predict call/chat volumes, achieving 95% forecasting accuracy.
- Designed and implemented agent schedules for 500 employees, reducing understaffing and overstaffing by 120%.
- Analyzed historical data trends to forecast and distribute chat volume across weekly and monthly periods for multiple vendors.
- Optimized chat volume distribution by adjusting weekly and monthly forecasts in response to historical trends, seasonality, holidays, events etc.
Teleperformance
MIS Executive
03.2021 - 06.2023
Job overview
- Reduced shrinkage by 10% by routinely tracking and highlighting absenteeism trends.
- Delivered hourly and performance reports, improving decision-making processes.
- Ensured MIS reporting adhered to global standards and terminology.
- Enhanced reporting quality by incorporating graphs, charts, and data visualizations into KPI reports, making complex data more accessible and actionable for stakeholders.
- Collaborated with business leaders to design customized visual reports that aligned with organizational goals.
Kochar Tech
WFM Analyst
01.2020 - 01.2021
Job overview
- Developed and automated weekly and monthly call center performance reports, saving 5 hours/week.
- Identified process gaps, leading to a approx10% improvement in call center operational efficiency.
- Presented detailed KPI reports to senior management for strategic planning.
- Ensured the accuracy and integrity of all KPI reports by cross-checking data sources, validating metrics, and implementing consistent reporting processes.
Kochar Tech
Financial Advisor
08.2018 - 12.2019
Job overview
- Provided tailored financial advice to clients, resulting in a 20% increase in client portfolio value.
- Streamlined lending and investment processes on P2P platforms, enhancing client satisfaction.
- Memorized product knowledge to handle client queries efficiently, achieving a 95% resolution rate.
Education
SL Bawa DAV College
Bachelor's of Commerce
SL Bawa DAV College
Higher Secondary
BVN Sainik High School
Matriculation
Skills
Data Analysis and Visualization (Power BI, Excel)
Accomplishments
- Used Microsoft Excel to develop a file to track late and early login and logouts for Agents to ensure SLA's are met.
- Achieved 100% by completing task of preparing MIS reports as per global standards with accuracy and efficiency.
Certification
Analyzing and Visualizing Data with Microsoft Power BI, Great Learning, 2023
Timeline
Scheduling Analyst
Teleperformance
06.2023 - Current
MIS Executive
Teleperformance
03.2021 - 06.2023
WFM Analyst
Kochar Tech
01.2020 - 01.2021
Financial Advisor
Kochar Tech
08.2018 - 12.2019
SL Bawa DAV College
Higher Secondary
01.2015
BVN Sainik High School
Matriculation
01.2013
SL Bawa DAV College
Bachelor's of Commerce
01.2018
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Hindi
Punjabi
Hobbies
- Reading Books.
- Learn new tools.
- Playing Chess.
- Online Learning.
- Listening Music.
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