Ahamad Sharief
Secunderabad,Telangana
Summary
Experienced Lead - WFM/Analytics with over 11 years of experience in Credit Card,Scheduling,Forecasting,Capacity Planning, People Management,Stake Holder Management,Space Management. Excellent reputation for resolving problems,saving cost and contribution in growth of the Organization.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Lead - WFM/Analytics
IKS Health
Hyderabad, Telangana
05.2016 - Current
- Created a Business Capacity Planning Module in 2019 for 1800 headcount.
- Transitioned complete business site to another site.
- Manage capacity planning and agent scheduling processes across the enterprise.
- Develop performance reports for system stakeholders in order to assure tracking of departmental key performance indicators.
- Assures operations have implemented tracking mechanisms for all metrics.
- Discuss and handle daily calls with stakeholders on Resource management and Bench management.
- Manage attendance and Time on System through Prohance and ensure deliverables are met my Delivery Leads.
- Manage the complete RTA team.
- Was Project Manager for WFM tool transition(Elastix to TCN).
Scheduling and Forecasting Analyst
ADP
Hyderabad, TELANGANA
11.2011 - 05.2016
- Forecast Daily Call Volume. To process and send ad hoc reports. Ensure Schedules are generated on a regular basis that coincided with the forecast.
- Sending Intra-day, Daily, Weekly reports to business leaders. Using CMS and Genesys.
Phone Banking Officer
ICICI Bank
Hyderabad, Telangana
11.2008 - 09.2011
- Handling Inbound Customer queries(Credit Card) and to ensure FCR.
- To make skill changes in CMS as per the business requirement.
Education
MBA - undefined
HR - Osmania University
BSC - undefined
Osmania University
Skills
undefined
Accomplishments
- Best Performer of the Quarter - IKS Health
- IKS Warrior(During Pandemic) - IKS Health
- Star Performer - ADP
Certification
Data Science Pro Degree - Imarticus(Affiliated Genpact)
Timeline
Data Science Pro Degree - Imarticus(Affiliated Genpact)
12-2017
Lead - WFM/Analytics
IKS Health
05.2016 - Current
Scheduling and Forecasting Analyst
ADP
11.2011 - 05.2016
Phone Banking Officer
ICICI Bank
11.2008 - 09.2011
BSC - undefined
Osmania University
MBA - undefined
HR - Osmania University
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