Amit Bisht
Dehradun
Summary
Dynamic Senior WFM Business Analyst with extensive experience at IEnergizer Pvt., excelling in capacity planning and SLA management. Proven ability to optimize operational efficiency and resolve complex issues. Skilled in Avaya and real-time analytics, while fostering strong client relationships and enhancing team performance through effective communication and training. Detail-oriented business analyst with several years of experience conducting analysis and research to come up with solutions to common business problems. Polished in formulating business improvement strategies and overseeing new technology and system implementation. Commercially-aware professional with in-depth knowledge of computing systems and project management techniques. Creative Business Analyst with broad-based background in highly competitive and dynamic organizations. Recognized as decisive leader and excellent team player. Committed to forming strong, productive teams.
Overview
14
14
years of professional experience
Work History
Senior WFM Business Analyst
IEnergizer Pvt.
11.2023 - Current
- Directly working with Client (US) ONE PAY one of the debit Card.
- Currently handling 4 sites ( CNX Manila, IE BLR, IE NOIDA, ALORICA BLR
- Capacity planning for all the sites.
- Volume distribution across all the other BPOs.
- Creating scheduling for all the sites by manual and Calabrio tool.
- Monitor sites to support SLAs.
- Taking review of all the sites weekly and absenteeism site wise.
- Weekly review with all the sites about their performance.
- Root cause analysis of SLA deviations, action plan development and resolution.
- Resolve escalated issues and requests from site management.
- Monitor real-time agent Total View schedule adherence.
- Monitor site adherence and Attendance.
- Key daily exceptions requests and update schedules.
- Optimize breaks the day of or day before the actual schedule.
- Schedule ADHOC intra-day training requests and update schedules.
- Produce and analyze daily efficiency reports.
- Attend centralized and/or site management meeting, as required.
- Changing and updating skills of agents.
- Coordination with Operations and client to manage the main KPIs for the site e.g. answer percentage, SLA, occupancy, productivity etc.
- Taking care of Accessibility and staffing for the intraday and monthly parameters.
- Keeping a real time check on the long calls, long holds, long ACWs and long breaks.
- Reporting – Preparing reports like End of Day Performance, Staffing Projections, etc.
- Analysis – Basis of end of day report, analyzing the cause of missing on the key matrices.
- Preparation of Daily Productivity and Quality Reports.
- Good Knowledge of Avaya, CMS, IEX, Genesys and E-WFM, Calabrio Tools.
Senior Real Time Analyst (CWMF)
Sitel India Private Limited
09.2021 - 11.2023
- Monitor sites to support SLAs.
- Root cause analysis of SLA deviations, action plan development and resolution.
- Resolve escalated issues and requests from site management.
- Monitor real-time agent Total View schedule adherence.
- Monitor site adherence and Attendance.
- Key daily exceptions requests and update schedules.
- Optimize breaks the day of or day before the actual schedule.
- Schedule ADHOC intra-day training requests and update schedules.
- Produce and analyze daily efficiency reports.
- Attend centralized and/or site management meeting, as required.
- Changing and updating skills of agents.
- Coordination with Operations and client to manage the main KPIs for the site e.g. answer percentage, SLA, occupancy, productivity etc.
- Taking care of Accessibility and staffing for the intraday and monthly parameters.
- Keeping a real time check on the long calls, long holds, long ACWs and long breaks.
- Reporting – Preparing reports like End of Day Performance, Staffing Projections, etc.
- Analysis – Basis of end of day report, analyzing the cause of missing on the key matrices.
- Preparation of Daily Productivity and Quality Reports.
- Good Knowledge of Avaya, CMS, IEX, Genesys and E-WFM Tools.
- Preparation of Monthly / Quarterly / Yearly Dashboards.
- Perform analysis based on key performance indicators.
- Client Reports & Management Reports.
Business Analyst
Clicktocommision
06.2018 - 07.2021
- Develop a strategy that the team will use to reach its goal.
- Provide any training that team members need.
- Communicate clear instructions to team members.
- Listen to team members' feedback.
- Monitor team members' participation to ensure the training they are being provided is being put into use, and also to see if any additional training is needed.
- Manage the flow of day-to-day operations.
- Create Reports to update the company on the team’s progress.
- Distribute reports to the appropriate personnel.
- Resolve escalated issues and requests from site management.
- Monitor real-time agent Total View schedule adherence.
- Monitor site adherence and Attendance.
- Key daily exceptions requests and update schedules.
- Optimize breaks the day of or day before the actual schedule.
- Schedule ADHOC intra-day training requests and update schedules.
- Produce and analyze daily efficiency reports.
- Attend centralized and/or site management meeting, as required.
- Changing and updating skills of agents.
- Coordination with Operations and client to manage the main KPIs for the site.
- Reporting – Preparing reports like End of Day Performance, Staffing Projections, etc.
- Analysis – Basis of end of day report, analyzing the cause of missing on the key matrices.
Lead WFM RTA
Concentrix Daksh Services India Pvt.Ltd.
12.2013 - 09.2016
- Monitor sites to support SLAs.
- Root cause analysis of SLA deviations, action plan development and resolution.
- Resolve escalated issues and requests from site management.
- Monitor real-time agent Total View schedule adherence.
- Monitor site adherence and Attendance.
- Key daily exceptions requests and update schedules.
- Optimize breaks the day of or day before the actual schedule.
- Schedule ADHOC intra-day training requests and update schedules.
- Produce and analyze daily efficiency reports.
- Attend centralized and/or site management meeting, as required.
- Changing and updating skills of agents.
- Coordination with Operations and client to manage the main KPIs for the site e.g. answer percentage, SLA, occupancy, productivity etc.
- Taking care of Accessibility and staffing for the intraday and monthly parameters.
- Keeping a real time check on the long calls, long holds, long ACWs and long breaks.
- Reporting – Preparing reports like End of Day Performance, Staffing Projections, etc.
- Analysis – Basis of end of day report, analyzing the cause of missing on the key matrices.
- Preparation of Daily Productivity and Quality Reports.
- Good Knowledge of Avaya, CMS, IEX, Genesys and E-WFM Tools.
- Preparation of Monthly / Quarterly / Yearly Dashboards.
- Perform analysis based on key performance indicators.
- Client Reports & Management Reports.
Sr. Technical Support Executive
Sutherland Global Services Ltd.
03.2012 - 11.2013
- Responsible to provide technical support assistance to US customers over the phone/remote access.
- Responsible to troubleshoot the technical issues related to Desktop, Laptops & Printers.
- Processing customer requests in a timely and accurate manner.
- Providing and maintaining quality customer service.
- Effectively deal with irate and upset customers.
- Meet commitments made to the customers.
- Building and managing strong relationships with customers.
- Responsible for internet wire and wireless troubleshooting.
- Responsible to meet daily sales target.
Education
E-Commerce - Web-designing
Era Compuweb Pvt.Ltd.
Kolagarh Road, Dehradun01.2004
P.D.C.A - Software Designing
D.A.A.S
Dehradun01.2003
B.Sc - Science
D.A.V College
Dehradun01.2002
12th - Science
GIC College
Dehradun01.1999
10th - Science
GIC College
Dehradun01.1997
Skills
- Internet knowledge and networking
- Performance reporting
- Root cause analysis
- Client relationship management
- KPI monitoring
- Data analysis
- Process optimization
- Effective communication
- Capacity planning
- Scheduling tools
- SLA management
- Web design
- Troubleshooting and desktop support
- Windows operating systems
- Clear communication
- Analytical thinking
- Web-based reporting tools
- Strategic planning
- Revenue development
- Project management
- Business process improvement
- Staff management
- KPI tracking
- Forecasting and planning
- Requirements gathering
- Data mining
- Operational reporting
- Competitive analysis
Disclaimer
I hereby declare that the above-mentioned information is correct up to the best of my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.
Key It Skills
- Proficient in Internet Knowledge and web designing.
- Proficient in troubleshooting desktop, windows, third party applications and hardware related problems.
- Good knowledge of networking and Windows Operating system (xp, vista, win7, win8, Windows 10) Troubleshooting.
Personal Information
- Father's Name: Mr. K.S. Bisht
- Date of Birth: 12/13/82
- Gender: Male
- Marital Status: Married
Timeline
Senior WFM Business Analyst
IEnergizer Pvt.
11.2023 - Current
Senior Real Time Analyst (CWMF)
Sitel India Private Limited
09.2021 - 11.2023
Business Analyst
Clicktocommision
06.2018 - 07.2021
Lead WFM RTA
Concentrix Daksh Services India Pvt.Ltd.
12.2013 - 09.2016
Sr. Technical Support Executive
Sutherland Global Services Ltd.
03.2012 - 11.2013
E-Commerce - Web-designing
Era Compuweb Pvt.Ltd.
P.D.C.A - Software Designing
D.A.A.S
B.Sc - Science
D.A.V College
12th - Science
GIC College
10th - Science
GIC College