Akash Agaj
Deputy Manger WFM/MIS
Panvel
Summary
Experienced professional with over a decade of expertise in Customer Service, Operations, Sales, Operation Management, and WFM Analytics. Skilled in managing Inbound, Outbound, Email, and Chat LOB to meet SLAs. Proficient in People Management and Data Mining. Proven success as a Workforce Management (WFM) and MIS Deputy Manager, optimizing workforce performance through strategic development, data analysis, and report creation. Highly adept at creating and maintaining MIS systems to track and analyze workforce performance for organizational needs.
Overview
16
16
years of professional experience
2004
2004
years of post-secondary education
3
3
Languages
Work History
DEPUTY. MANAGER
Conneqt Business Solutions Limited
08.2016 - Current
- Managing Pan India Business Analytics Team with 25+ Top BFSI & Collection Clients.
- Taking care of Transitions Businesses & ensuring compliance in terms of Compliance & Performance Tracking Invoice, Revenue Compliance & Cost Inputs on regular basis.
- Responsible for the end-to-end management of day-to-day operational functions for the process/team.
- Reporting to the Clients & Sr. Management on a regular basis via weekly/monthly review calls & meetings.
- Proactively provide planning for procedure and/or structure and make recommendations for continuous improvement, including long term planning, scheduling, and bidding strategies and staffing strategies to ensure maximum effectiveness and efficiency.
- Diagnose barriers impending sales force ability to execute strategies by ensuring the appropriate resource, planning, and support capabilities are in place to enable the Contact Centre to deliver a first class, highly effective client experience.
- Analysis on various reports to find out exact root cause of failure of less conversion and to generate more LEADS.
- Analyzing performance Trend, productivity, growth to ensure improvement in the areas of opportunity.
- With proven experience a & attitude to learn, have the proficiency to interface between customer and business, translate as well as implement customer requirements into appropriate business solutions/models.
- Preparing & ensuring compliance on the Capacity Planning, Forecasting & Scheduling.
- Initiating Invoices & taking follow-ups with the clients till Payment receives.
- Empowering team-members by encouraging them to take initiatives, by assessing capabilities, helping growth aspirations through additional responsibilities, trainings, Internal Job Postings.
MIS COORDINATOR ( NETWORK TEAM)
Ericsson Pvt .Ltd
09.2015 - 08.2016
- The MIS Coordinator is responsible for the management and maintenance of the organization’s information systems.
- This includes overseeing the development, implementation, and maintenance of the organization’s computer systems, networks, and databases.
- The MIS Coordinator is also responsible for ensuring that the organization’s information systems are secure and compliant with applicable laws and regulations.
- The MIS Coordinator must have strong technical skills, as well as excellent communication and problem-solving skills.
- They must be able to work independently and as part of a team, and must be able to manage multiple projects simultaneously.
OPS TEAM LEADER
TATA BUSINESS SUPPORT SERVICES (TBSS)
05.2011 - 08.2015
- Lead and manage a team of professionals to ensure successful completion of projects and tasks.
- Develop and implement strategies to improve team performance and productivity.
- Monitor team progress and provide feedback to ensure goals are met.
- Identify areas of improvement and develop plans to address them.
- Establish and maintain effective communication with team members, stakeholders, and other departments.
- Ensure compliance with company policies and procedures.
- Provide guidance and support to team members to ensure their success.
- Monitor team performance and provide feedback to ensure goals are met.
- Develop and implement strategies to improve team morale and motivation.
- Analyze data and reports to identify trends and areas of improvement.
CUSTOMER CARE EXECUTIVE
TATA BUSINESS SUPPORT SERVICES (TBSS)
06.2009 - 04.2011
- Provide excellent customer service to customers by responding to inquiries, resolving complaints, and providing information.
- Maintain customer records and update customer information in the database.
- Monitor customer feedback and provide feedback to management.
- Develop and maintain relationships with customers to ensure customer satisfaction.
- Identify customer needs and provide solutions to meet those needs.
- Analyze customer data to identify trends and develop.
Education
HIGH SCHOOL DIPLOMA -
A J Mandir
ASSOCIATE OF ARTS - undefined
KMC College
BACHELOR OF ARTS - undefined
Skills
Call center operations
Call center metrics analysis
Effective organization
Project execution management
Technical knowledge
Skilled in MS Office tools
Expense tracking
Cost analysis
Service excellence
Operational management
Sales proficiency
Efficiency management
Workforce management analytics
Timeline
DEPUTY. MANAGER
Conneqt Business Solutions Limited
08.2016 - Current
MIS COORDINATOR ( NETWORK TEAM)
Ericsson Pvt .Ltd
09.2015 - 08.2016
OPS TEAM LEADER
TATA BUSINESS SUPPORT SERVICES (TBSS)
05.2011 - 08.2015
CUSTOMER CARE EXECUTIVE
TATA BUSINESS SUPPORT SERVICES (TBSS)
06.2009 - 04.2011
ASSOCIATE OF ARTS - undefined
KMC College
BACHELOR OF ARTS - undefined
HIGH SCHOOL DIPLOMA -
A J Mandir