Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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Aminul Islam

Aminul Islam

Real-time Analyst, Workforce Management
Kolkata

Summary

Dynamic individual with hands-on experience with real-time workforce management, ensuring optimal productivity and adherence to schedules. Utilizes data analysis and strategic planning to drive operational efficiency with strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals. Track record of effective communication and collaboration to support team success.

Overview

9
9
years of professional experience
8
8
years of post-secondary education
3
3
Languages

Work History

Workforce Real Time Analyst

Concentrix
11.2024 - Current
  • Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
  • Managed real-time inbound call traffic across multiple contact center locations.
  • Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
  • Prepared and maintained reports, dashboards and monthly packages.
  • Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
  • Mitigated risks associated with high call volume periods, developing contingency plans for unexpected events or spikes in demand.
  • Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.

Sr. Advisor (Operations)

Concentrix
10.2016 - 11.2024
  • Grow Certification: WFM Concentrix learning & development.

Trainee

Concentrix
09.2019 - 02.2020
  • Forecasting workforce requirements to meet SLA.
  • Scheduling weekly and monthly plans.
  • Publish reports on hourly basis and E.O.D. observations.
  • Real time monitoring and make skill changes accordingly.
  • Supported departmental tasks to increase understanding of industry processes.
  • Established lasting relationships with peers, leadership and customers using strong communication and interpersonal skills.

Education

B. Tech - Electrical Engineering

Techno India College of Technology (TIG)
Kolkata
01.2012 - 01.2015

Diploma - Electrical Engineering

Murshidabad Institute of Technology
01.2010 - 01.2012

12th Std. - undefined

KandiRaj High School
01.2008 - 01.2010

10th Std. - undefined

Purandarpur High School
01.2006 - 01.2007

Skills

Workforce management

Service level agreements

Staffing adjustments

Queue management

Intraday management

Workforce software

Microsoft Excel

Managing schedules

Business intelligence

Workforce management tools

Decision-making

Analytical skills

Multitasking Abilities

Teamwork and collaboration

Problem-solving

Self motivation

Personal Information

  • Hobbies: Bike riding, Cooking, Listening Music, Multiplayer online games, Indoor Games
  • Current CTC: 3.5 Lakhs
  • Expected Salary: 6 Lakhs
  • Blood Group: B+
  • Date of Birth: 04/05/92
  • Gender: Male
  • Nationality: Indian
  • Marital Status: Married
  • Religion: Muslim

Timeline

Workforce Real Time Analyst

Concentrix
11.2024 - Current

Trainee

Concentrix
09.2019 - 02.2020

Sr. Advisor (Operations)

Concentrix
10.2016 - 11.2024

B. Tech - Electrical Engineering

Techno India College of Technology (TIG)
01.2012 - 01.2015

Diploma - Electrical Engineering

Murshidabad Institute of Technology
01.2010 - 01.2012

12th Std. - undefined

KandiRaj High School
01.2008 - 01.2010

10th Std. - undefined

Purandarpur High School
01.2006 - 01.2007

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Aminul IslamReal-time Analyst, Workforce Management