AJAY SINGH THAKUR
Ichhawar
Summary
To drive business excellence through real-time workforce intelligence, ensuring seamless delivery operations, reduced inefficiencies, and empowered agent performance. I aim to continuously grow in the workforce management domain while contributing to organizational growth.
Strategic and performance-driven Senior Real-Time Analyst with over 8 years of BPO industry experience, specializing in real-time operations, workforce management, and data-driven performance insights. Proven expertise in using WFM tools like NICE IEX, CMS, Amazon Connect, and Power BI to manage live operations, reduce shrinkage, and improve SLA adherence. Strong problem solver with a hands-on approach to queue management, schedule optimization, and service continuity, ensuring smooth delivery and consistent customer satisfaction.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Real-Time Analyst
Full Potential Solutions
Pune
11.2022 - Current
- Monitored real-time queues and adherence across campaigns with 150+ agents.
- Handled escalations, routing strategy, and schedule shifts in high-volume scenarios.
- Generated automated dashboards and reports using Excel & Google Sheets.
- Ensured service level achievement, adherence control, and shrinkage reporting.
- Supported forecast variance tracking, team staffing recommendations, and load distribution.
Global Command Center – Real-Time Analyst
Teleperformance
Gurugram
04.2022 - 10.2022
- Managed real-time operations and vendor BPO performance on behalf of the client.
- Monitored multiple partner sites for SLA compliance, staffing, and real-time adherence.
- Provided centralized command center updates to client stakeholders on intraday delivery status.
- Adjusted routing and schedules to optimize performance across geographies.
Global Command Center – Real-Time Analyst
Etech Global Services
Gandhinagar
06.2019 - 04.2022
- Oversaw real-time performance and staffing metrics across vendor BPOs.
- Acted as the command point for multiple global delivery locations.
- Worked with client-side WFM teams to report escalations, outages, and staffing imbalances.
- Developed RTM dashboards to track vendor adherence and shrinkage trends.
Customer Relationship Officer
Kickass Adventures Pvt. Ltd.
Indore
01.2018 - 05.2019
- Company Overview: (Mystery Rooms – Live Escape Gaming)
- Managed front-desk customer service and guided participants through the live adventure escape games.
- Explained game rules, monitored sessions, and ensured seamless customer experience during Mystery Rooms events.
- Supervised on-site staff, coordinated shift scheduling, and resolved on-ground issues.
- Played a key role in managing crowd flow, corporate bookings, and client satisfaction for team-building events.
- Helped promote and maintain a high-quality experience for groups including friends, families, and corporate teams.
- (Mystery Rooms – Live Escape Gaming)
Technical Support Associate → Promoted to Real-Time Analyst
Teleperformance
Indore
08.2016 - 01.2018
- Started in tech support assisting users with modems, routers, and ISP troubleshooting.
- Promoted to RTA role managing real-time adherence, login/logout, and RT alerts.
- Created performance reports and collaborated with floor managers during escalation scenarios.
Education
Bachelor of Engineering (B.E.) - Information Technology
Chameli Devi Group of Institutions
Indore01.2016
Higher Secondary (HSC) - Mathematics
Bright Star Public HSC School
Dewas01.2012
Skills
- Real-Time Monitoring
- Queue Management
- Adherence Control
- Shrinkage Control
- SLA Tracking
- AHT Tracking
- Occupancy Tracking
- Conformance Tracking
- Schedule Adjustments
- Skill Switches
- Intraday Management
- Forecast Variance Management
- Call Routing Adjustments
- Escalation Handling
- Workload Distribution
- Agent Availability Management
- RTM Dashboard Creation
- Report Automation
- MS Excel (Advanced)
- Google Sheets
- Power BI
- RTM Tools
- NICE IEX
- CMS
- VCC
- Amazon Connect
- Attendance Monitoring
- Login Monitoring
- Logout Monitoring
- Scorecard Stats
- Variance Analysis
- WFM Collaboration
- Performance Alerts
- Operational Coordination
- Crisis Management
Certification
- Workforce Management Jump Certification – Teleperformance
- Internship – Tata International Ltd., Dewas
Languages
- English, Professional Fluency
- Hindi, Native Fluency
Hobbies and Interests
- Watching political news
- Reading history
- Process improvement case studies
Wfm Rtm Tools Expertise
NICE IEX, CMS, VCC, Amazon Connect, Salesforce, Zendesk, Power BI, MS Excel, Google Sheets, Jira.
Personal Information
- Father's Name: Mr. Kripal Singh Thakur
- Date of Birth: 08/12/94
- Gender: Male
- Marital Status: Married
Languages
English
Upper Intermediate
B2
Timeline
Senior Real-Time Analyst
Full Potential Solutions
11.2022 - Current
Global Command Center – Real-Time Analyst
Teleperformance
04.2022 - 10.2022
Global Command Center – Real-Time Analyst
Etech Global Services
06.2019 - 04.2022
Customer Relationship Officer
Kickass Adventures Pvt. Ltd.
01.2018 - 05.2019
Technical Support Associate → Promoted to Real-Time Analyst
Teleperformance
08.2016 - 01.2018
Bachelor of Engineering (B.E.) - Information Technology
Chameli Devi Group of Institutions
Higher Secondary (HSC) - Mathematics
Bright Star Public HSC School
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