Amit Kumar Singh
Ahmedabad
Summary
Experienced WFM Real Time Analyst with a proven track record at TTEC India, adept at forecasting contact volumes, managing intraday service performance metrics, and developing strategies to achieve service level targets. Demonstrated expertise in real-time technologies, data interpretation, and analytical thinking. Previous role as Chat Associate -II for eBay UK involved resolving customer issues efficiently and maintaining high responsiveness. Strong continuous improvement mindset and time management skills. Career goal includes leveraging analytical skills to drive operational excellence in dynamic environments.
Overview
2
2
years of professional experience
Work History
WFM Real Time Analyst
TTEC India
Ahmedabad
09.2023 - Current
- Collaborated with management to forecast contact volumes and required staffing needs.
- Managed intraday reporting on service performance metrics, highlighting areas for improvement.
- Conducted post-event analysis to assess the impact of decisions on service levels.
- Participated in cross-functional meetings to discuss strategies for peak period management.
- Streamlined communication channels for faster response to real-time operational issues.
- Developed and implemented strategies for achieving service level targets consistently.
Education
Bachelor of Engineering - Electronics Engineering
Rajiv Gandhi Technical University
Bhopal, MP01.2012
Skills
- Continuous improvement mindset
- Trend identification
- Data interpretation
- Analytical thinking
- Time management
- Knowledge of real-time technologies
Tools
Amazon Connect, WFM tools Verint ,ServiceNow.
RiseUp with ServiceNow Alumni
Strong interest in transitioning to ServiceNow roles, including ITSM, Operations, and Platform Support Familiar with concepts such as incident lifecycle, SLA management, workflow automation, and operational dashboards Known for structured problem-solving, ownership mindset, and continuous learning.
Project
TruSync Connect — NGO Service Management Application (ServiceNow) Built a centralized ServiceNow application to manage NGO visitors and beneficiaries by automating service requests, approvals, task assignment, and notifications across departments. Implemented custom tables, workflows, service catalog record producers, knowledge articles, dashboards, image gallery, and a role-secured Service Portal to support both office-based and field operations.
Timeline
WFM Real Time Analyst
TTEC India
09.2023 - Current
Bachelor of Engineering - Electronics Engineering
Rajiv Gandhi Technical University