Avtar Singh Sohal

Resourceful and meticulous Workforce Manager with 13+ years of results-oriented experience in business intelligence and reporting by overseeing forecasting, projections, budgeting, volume and penalties, RFP processes and operations. Professional with demonstrated success in designing, developing and implementing optimized solutions. Team-driven leader that can direct site performance turnaround, reduce attrition and drive customer satisfaction across multi-channel, multi-level phases. Seeking to leverage robust background in leadership for rewarding management role with an outstanding organization.

• Listening to Music
• Travelling
• Net Surfing

Diploma in Computer Application, MS – Office (Excel, Word & PowerPoint), Internet, Blue Pumpkin & IEX, Avaya CMS, Storm (Web-Based), Business Object & Power BI

• Sitel India Private Limited, 04/01/13, Present, Manager - WFM, Effectively managing & handling entire WFM team for Mumbai Accounts., Managing Clients from different countries - India, United States, United Kingdom & Philippines., Leading, mentoring & monitoring the performance of team members to ensure efficiency and meeting of individual & group targets., Creating and sustaining a dynamic environment that promotes development opportunities and motivates high performance amongst Team members., Drove continuous improvement across all contact center locations, through improved collaboration and identified growth opportunities., Conduct appraisals; give constructive feedback to improve performance., Maintained a close working relationship with all departmental leadership in developing staffing strategies., Co-ordination with Clients and different stakeholders for Service Level Delivery of all their respective programs., Regular calibration of the reports with the clients ensured there is no leakage in the revenue., Ensure that there is effective communication between WFM teams across centers for meeting and exceeding service delivery., Interview, shortlist and deploy candidates according to the qualifications and organizational requirement., Collaborated with Leadership teams across remote sites on regular basis to share information, present trends, and recommend solutions., Generating Invoice for the clients, maintaining and highlighting the variance data and creating Monthly Management Review Dashboards., Designed, implemented and managed an efficient workforce scheduling process that met the needs of agent and senior operational leaders., Responsible for daily, weekly, and monthly reporting of work input and output volumes across individual staff members and workgroups as well as identifying areas for improvement., Resolve escalated issues and requests from site management, Preparing & presenting various weekly/monthly MIS reports pertaining to process and productivity., Handling Kronos management for PAN India being a Kronos Admin SPOC Fr. e.g. Historical edits & Kronos mapping with Id’s.
• Tata Consultancy Services, 09/18/12, 03/28/13, Process Associate, Arranging all the docs of POC (Proof Of Claim) filing for a borrower who is active in bankruptcy, Verifying the details of the borrower with the other applications, Redacting personal information of the borrower from the documents, Direct point of contact for the clients for certain documents, Checking various documents and comparing if all details are proper and correct, Ensure 100% quality and accuracy is maintained on files
• Altisource Business Private Limited, 09/12/11, 09/14/12, Associate-Settlement Support REO (Real Estate Owned), Approving & digitally Signing HUD’s (Housing & Urban Development) of different states, Verifying the amounts with the supporting documents, Comparing the GFE (Good Faith Estimate) with HUD, Signing different documents of different states related to HUD, Getting some documents signed by the Asset Managers, Taking approvals from the higher management for the Lien Payoff, Tax Payoff & Municipal Payoff, Assisting the Closing office members on Calls with various issues of HUD, Direct point of contact for PT3 companies for executing HUD’s, Assigning HUD’s to different team members for executions, Maintaining daily MIS for HUD’s assigned to team members, Reviewing Deeds of different types (Warranty Deed/General Warranty Deed, Special Warranty Deed/Limited, Warranty Deed, Quitclaim Deed, Bargain Deed, Sale Deed & Deed of Trust), Verifying the deed with the seller vesting through Seller Matrix and Portfolio reports, Further verifying the deed with the Foreclosure deed, Creating Cover Sheet for each Deed, Editing deed if its incorrect, Direct point of contact for higher management for reviewing of Deed, Sending POA (Power Of Attorney) to the Closing office and to the Transaction Coordinators
• Firstsource Solutions Private Limited, 08/24/09, 03/10/11, Senior Customer Service Associate, Customer Service, Replying to the customers query via emails and letters, Dealing with customer’s complaints, Handling escalations query via letters, Out calling customer daily adhering to process of calling 30% customers, Budding new Joinees in team on product & process updates, OJT - Floor walking - giving support to new Joinees, Assist team members on floor in absence of team leader, MIS - Preparing daily productivity reports
• Firstsource Solutions Private Limited, 11/10/08, 03/25/09, Customer Service Associate, Customer Service, Receiving inbound calls, Answering queries and providing information as per defined standards, Solving issues of the Customers related to Airtel DTH, Providing Troubleshooting steps if the device do not work, Handling installation all over India for Airtel DTH, Communicating with the dealers of Airtel DTH all over India
• Music Station, 09/11/06, 09/13/08, Sales Coordinator, Customer Service, Handling the administration work, Co-ordination with the staff on administrative matters, Handling Sales and Purchases, Handling overall correspondence, Independently Carrying out the responsibility of stock verification

• Date of Birth: 11/16/88
• Nationality: Indian
• Marital Status: Married

• English
• Hindi
• Marathi
• Punjabi