Summary
Overview
Work History
Education
Skills
Additional Information
Affiliations
Certification
Timeline
Generic
Ashish Verma

Ashish Verma

New Delhi

Summary

CUSTOMER SERVICE PROFESSIONAL Objective To be part of a growing organization, open to new streams of thoughts. Where I can perform to the best of my abilities by applying trend-breaking and modern techniques of work to bring out the best in myself and the people around me.

Overview

17
17
years of professional experience
7
7
years of post-secondary education
1
1
Certification
1
1
Language

Work History

Manager - WFM

Teleperformance
Haryana
01.2023 - Current
  • Developed and maintained relationships with customers and suppliers through account development.
  • Onboarded new employees with training and new hire documentation.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Controlled costs to keep business operating within budget and increase profits.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.

Manager

Taskus PVT LTD
New Delhi
04.2022 - 01.2023
  • Responsible for managing/generating long term forecasts/staff plan and lead monthly staff plan/budget meeting; work with human resources, recruiting and training to coordinate hiring and training of new employees.
  • Responsible for regularly updating short term forecasts, reviewing them against promotional activity, changes to business and external factors to anticipate manpower requirements to meet customer service standards.
  • Analysis of constantly changing needs of business for workload coverage and to meet business segmentation requirements and designing scheduling strategies and parameters to meet the needs.
  • Work towards productivity improvements by designing resource and scheduling strategies to meet business requirements.
  • Lead weekly staffing review meetings with management and intraday analysts detailing previous and current week's performance and forecasted performance for remainder of the month.
  • Setup new business/LOB/programs in IEX, coordinate with implementation team for new business setup.
  • Accomplished multiple tasks within established timeframes.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Developed detailed plans based on broad guidance and direction.

Manager/Deputy Manager/ Assistant Manager

Teleperformance CRM, Service Pvt Ltd
01.2015 - 04.2022
  • Responsible for overseeing the workforce planning across 5 Contact Centers in US
  • Responsibilities:
  • Oversee and provide direction to workforce analysts for each of the 2 Centre’s.
  • Analyze the volume on a daily/weekly/monthly basis; generate the 18 months long range forecast and the 6 months by weekly forecast for all the LOB’s in IEX for each of the 2 service sites.
  • Plan the capacity requirements on the basis of the 18 months and the 6 months forecast.
  • Conduct the Forecast review’s on a monthly basis with the accounts stakeholder’s for both the center’s which involves discussing the long range and medium range forecast.
  • On the basis of the monthly discussion the forecast is locked 2 months in advance which gives the ample time to the accounts team to meet the required capacity.
  • Ensure the schedules generated by the workforce analyst in the team for the each center meet the service objectives and make the best use of resources.
  • Working on adhoc analysis for the center’s to optimize the staffing considering the current trend of the volume, generating results with the combination of part timer’s and full timers.
  • Recruit, Hire, Train and, manage the central work force analyst in the team to optimize the performance.
  • Ensure the Onsite WFM team does not deviate from the timelines and the shared services model for the actionable they are responsible for on a daily basis.
  • Ensure a smooth delivery of the below reports by the work force analyst in the team: 1.) Reports on workload trends and resource requirements on intraday basis.2.) Daily performance reports to monitor the accounts performance.3.) Recommending Voluntary time off’s on intraday basis.4.) Root cause analysis of SLA deviation., Achievements
  • Being awarded with weekly R&R on multiple occasions
  • Awarded with M- Ace for October 2011
  • Mentored new hires in the team
  • Given sessions to improve NPS (Net Promoting Score)
  • Got promoted to WFM Analyst in August, 2013
  • Got promoted to Sr
  • Scheduling Analyst in May, 2016
  • Got promoted to Assistant Manager in Oct, 2017
  • Got promoted to Deputy Manager in Oct, 2019
  • Got promoted to Deputy Manager in Oct, 2021.

WFM Analyst

Convergys India Services
Gurgaon
01.2010 - 01.2015
  • Monitoring of queues at a real time basis and ensure delivery of SLAs
  • Monitoring planned staffing VS requirement
  • Focus on RTA (Real time adherence) to make sure that all agents are productive and following their schedules
  • Real time monitoring reporting calls volumes/AHT/staffing levels
  • Scheduling and Executing breaks/team meetings and other planned aux without impacting SLs
  • Rescheduling of break’s and Lunch’s for the intervals understaffed
  • Escalating non adherence or disciplinary issues to higher management
  • Extracting and publishing real-time reports based on client and internal customer requisites
  • Log the details of every interval which includes (Staffing, SL%, AB%, calls offered, calls handled vs
  • Calls forecasted)
  • Enhancing and modifying existing reports based on operational requirement.

Assistant Manager

DCC, Delhicall Centre
New Delhi
08.2006 - 12.2010
  • Communicating with clients prior to their course and recording all correspondence
  • Compiling client Information Packs
  • Developing and implementing ideas for the marketing and sales of our courses and possibly our contract phone
  • Supporting the Sales Manager and the Operational Manager in all aspects of their work.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Managed senior-level personnel working in marketing and sales capacities.

Education

Bachelor Of Arts - Architectural History

Arni University
Himachal
04.2012 - 04.2015

Diploma - Electrical, Electronics And Communications Engineering

Pusa Polytechnic
New Delhi
04.2003 - 04.2006

Higher Secondary - All Subjects

CBSE
Kathmandu
03.2000 - 04.2001

Skills

    Strategic planning

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Additional Information

  • Professional and Educational Qualifications , Six sigma white belt training Diploma in Electronics and Telecommunication from Pusa Polytechnic. Graduation - Bachelor of Arts from ARNI University Higher secondary from Kendriya Vidyalya

Affiliations

  • Institute of Electrical and Electronics Engineers

Certification

CM - Certified Manager Certification

Timeline

Manager - WFM

Teleperformance
01.2023 - Current

Manager

Taskus PVT LTD
04.2022 - 01.2023

CM - Certified Manager Certification

04-2022

Manager/Deputy Manager/ Assistant Manager

Teleperformance CRM, Service Pvt Ltd
01.2015 - 04.2022

Bachelor Of Arts - Architectural History

Arni University
04.2012 - 04.2015

WFM Analyst

Convergys India Services
01.2010 - 01.2015

Assistant Manager

DCC, Delhicall Centre
08.2006 - 12.2010

Diploma - Electrical, Electronics And Communications Engineering

Pusa Polytechnic
04.2003 - 04.2006

Higher Secondary - All Subjects

CBSE
03.2000 - 04.2001

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Ashish Verma