Abhishek Shubham

1. Real-Time Monitoring: Monitor real-time adherence of agents to their schedules and handle deviations from schedules promptly.
2. Alert Management: Receive and manage alerts related to schedule adherence and take necessary actions to maintain service levels.
3. Schedule Adjustments: Make real-time adjustments to schedules as necessary, such as reallocating resources, adjusting breaks, or reassigning tasks to ensure optimal coverage.
4. Data Analysis: Analyze real-time and historical data to identify trends, patterns, and areas for improvement in adherence and operational efficiency.
5. Communication: Maintain communication with team leaders, supervisors, and agents to provide updates on adherence performance and address any issues or concerns.
6. Problem Resolution: Proactively identify and resolve issues that may impact schedule adherence or operational efficiency, such as technical issues, staffing shortages, or system failures.
7. Reporting: Generate and distribute real-time and daily reports on adherence metrics, performance indicators, and any significant incidents or trends.
8. Training and Support: Provide training and support to agents and supervisors on adherence policies, procedures, and tools to improve compliance and performance.
9. Continuous Improvement: Identify opportunities for process improvement and optimization in scheduling, adherence monitoring, and overall workforce management practices.
10. Collaboration: Work closely with other departments such as HR, Operations, and IT to ensure alignment of workforce management processes with organizational goals and objectives.

• Manage capacity planning, forecasting and RTA for 3k employee-based process Manage Risk & Compliance reviews across Accenture delivery centers globally, lead for SoX compliance review of access management and SoD(segregation of duty) process Lead a team of Deputy Mangers and Team Leads

• Responsible for user access management of 3K users Lead for SoX compliance review of access management and SoD(Segregation of duty) process Lead a team of 8 Quality Assurance: Handling Quality associates for voice & non voice domain across all four towers (HR, FnA, IT, Logistic & Transport and Procurement) Handling multiple clients across various geographies by cultivating strong and durable client relationships Responsible for developing individual goals & objectives for direct reports Working with leadership to develop and implement quality strategic plans and initiatives Quality Mobilization, Expert in baseline process to derive benchmark Building quality framework and driving SLA targets such as customer satisfaction and first call resolution Provide guidance and recommendations through RCA to drive service delivery Govern a team of 200 auditors Lead & Tool deployment specialist Responsible for knowledge navigator deployment across BPO/IO/IDC users from demo, UAT, implementation and sign-off Aid with building of taxonomy & Provisioning Set up users on Training Site and define roles Run UAT test on enhancements Provide admin support to internal/external client post implementation

• Quality Team Leader: Handling Quality associates for voice & non voice domain Responsible for developing individual goals & objectives for direct reports Worked with leadership to develop and implement quality strategic plans and initiatives Quality Mobilization Provided guidance and recommendations through RCA to drive customer service delivery Expertise in coaching and feedback Analytics & Reporting Managing reporting Analytics using advance Excel, R Trained on base analytic and advanced Analytics AKN(Share point 2010) – Global administrator Responsible for AKN deployment across all locations and deals Send details about the process including link to Onboarding Workbook & timelines Help with taxonomy & Provisioning Set up users on Training Site and define roles Test site once provisioned to ensure it is functioning properly Support team, when/if necessary (directing them to submit tickets to AMT Support, or doing it for them, when needed) Global Productive Hub(GPH) Reporting for active deals(35+) across globe Preparing tracker for deals deployed/in progress/on hold (Recon file) Handling queries for deals actively using GPH/ACMS Identifying & reporting errors and providing inputs to TGP for BPO team

• Responsibilities: Handling voice process Responsible for Performance Management, Coaching, Personal & Professional development of the team Responsible for achieving Customer Satisfaction & Revenue goals within the customer support organization to ensure maximum profitability to the business Responsible for developing individual goals & objectives for direct reports Worked with leadership to develop and implement strategic plans and initiatives Provided guidance and recommendations that drive results to improve business processes and customer service delivery Have expertise in coaching and feedback
• Spoc for various RnR activities conducted on the floor.

• Responsibilities: Handled non voice process claims process Maintaining retention MI data for the entire team and floor Handled a successful pilot process on retention (Retaining investment bonds customer) – Received recognition from the clients Analyzing retention data to deal with many abstract issues and later sending report/deck to the client on a monthly basis

• Responsibilities: Handled the inbound calls from all circles by applying soft dimension of customer services
• Conducted training sessions
• Reporting through CMS.

• Responsibilities: Taught certified IT subjects to the students
• Set up question papers for mock exams
• Conducted practical exams
• Conducted train the trainers programs.

• Responsibilities: Taught certified IT subjects to the students
• Set up question papers for mock exams.