Summary
Overview
Work History
Education
Skills
Languages
Personal Information
Certification
Timeline
Generic

Arjun Bhardwaj

Summary

Results-driven Workforce Management Team Leader Develops strategies, provides training, sets goals, and obtains team feedback.

Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders. Recognized for innovative problem-solving and a commitment to continuous improvement.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Team Leader - Workforce Management

IGT Solutions
07.2022 - Current
  • Lead and manage the WFM team, providing guidance, support, and direction to ensure optimal performance and professional growth.
  • Oversee real-time monitoring of workforce performance and adherence to schedules, making adjustments as needed to maintain service levels.
  • Develop and manage staff schedules to ensure adequate coverage while balancing operational requirements and employee preferences.
  • Conduct short-term and long-term forecasting of workload and staffing needs using historical data and predictive analytics.
  • Assess and plan for capacity needs to meet business demands, including headcount and resource allocation.
  • Track, analyze, and report on key performance indicators (KPIs) such as Average Handle Time (AHT), occupancy, shrinkage, and adherence.
  • Generate and deliver regular reports on operational performance to stakeholders, providing insights and recommendations for improvement.
  • Ensure compliance with company policies, industry standards, and regulatory requirements by conducting regular audits and implementing corrective actions.
  • Utilize WFM tools such as CMS, Cisco Global Softphone, Aceyus, and Looker Console to optimize workforce management processes.
  • Develop and implement strategic initiatives to improve workforce efficiency, service levels, and overall operational performance.
  • Foster a positive work environment that encourages teamwork, collaboration, and high levels of employee engagement and satisfaction.

Lead Associate - Workforce Management

IGT Solutions
03.2018 - 07.2022
  • Continuously monitor real-time adherence and intraday performance to ensure optimal staffing levels and operational efficiency, making adjustments as necessary to maintain service levels.
  • Adjust schedules and staffing in response to real-time changes in call volume, employee availability, and other operational factors.
  • Assist in the preparation of short-term and long-term forecasts for workload and staffing requirements based on historical data and trends.
  • Utilize WFM tools such as CMS, Cisco Global Softphone, Aceyus, and Looker Console to monitor and manage workforce performance.
  • Generate and analyze reports on key performance indicators (KPIs) such as Average Handle Time (AHT), occupancy, shrinkage, and adherence, Process Pay-out – Monthly incentives and OT pay-out report.
  • Maintain accurate and up-to-date records of employee schedules, attendance, and performance metrics.
  • Collaborate with other departments and stakeholders to align WFM activities with overall business objectives.
  • Maintain detailed documentation of WFM processes, procedures, and policies to ensure consistency and accuracy.

Process Associate - Voice

United Airlines-IGT Solutions
07.2015 - 03.2018
  • Provide exceptional customer service by assisting clients with their travel inquiries, bookings, and reservations.
  • Address and resolve customer complaints and issues related to travel bookings, cancellations, refunds, and changes in a timely and professional manner.
  • Meet and exceed performance targets and KPIs related to customer satisfaction, response time, and booking accuracy.
  • Build and maintain strong relationships with customers to encourage repeat business and loyalty.
  • Work closely with other team members and departments to ensure seamless service delivery and resolve any issues.

Education

BBA -

IP University
2014

Intermediate -

CBSE
2011

Skills

  • Real-Time Adherence (RTA): Monitoring and ensuring adherence to schedules in real-time to optimize workforce performance
  • Intraday Management: Adjusting staffing levels and schedules throughout the day to meet service level targets
  • Forecasting: Predicting future workload and staffing needs using historical data and time series forecasting methods
  • Scheduling: Creating and managing efficient schedules that meet operational requirements and employee preferences
  • Capacity Planning: Assessing and planning for the capacity needed to meet business demands, including headcount and resource allocation
  • Performance Analysis: Analyzing performance metrics to identify trends, inefficiencies, and areas for improvement
  • Reporting: Generating detailed reports on key metrics such as Average Handle Time (AHT), shrinkage, and login hours to track and improve performance
  • Risk Management: Identifying and mitigating risks related to staffing, compliance, and operational disruptions
  • Compliance: Ensuring adherence to company policies, industry standards, and regulatory requirements, including conducting internal audits
  • Tool Proficiency: Expertise in WFM tools such as CMS, Cisco Global Softphone, Aceyus, and Looker Console
  • Communication: Strong interpersonal and communication skills to coordinate with operations teams, clients, and other stakeholders
  • Project Management: Setting up and managing projects to improve WFM processes and implement new initiatives
  • Customer Support Management: Proven abilities in managing customer support operations to ensure high levels of service quality
  • Strategic Planning: Developing and executing strategies to optimize workforce efficiency and achieve business goals

Languages

English & Hindi

Personal Information

Date of Birth: 12/15/92

Certification

  • Certified Real-Time Analyst Champion.
  • Best Quality Winner.
  • Attendance Award.

Timeline

Team Leader - Workforce Management

IGT Solutions
07.2022 - Current

Lead Associate - Workforce Management

IGT Solutions
03.2018 - 07.2022

Process Associate - Voice

United Airlines-IGT Solutions
07.2015 - 03.2018

BBA -

IP University

Intermediate -

CBSE

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Arjun Bhardwaj