Deepak Sehgal

Managing and leading annual budgeting/capacity and HC planning exercise and ensure that actual scheduling is consistent with the plan.

• Contribution to long term business strategy through creation of advanced capacity/headcount and financial business models.
• Participating and providing insights to business leaders on key service delivery matrices.
• Contribution to the success of the business through functional thought leadership and resource optimization initiatives.
• Monitoring the health of the business, track key metrics, analyze trends and provide analytical support to the team and stakeholders.
• Leading complex projects related to planning and resource scheduling.
• Driving opportunities for process improvement/re-engineering.
• Leading people engagement and people development activities to create a positive work environment for the team.
• Interviewed and hired staff based on job and team fit.
• Completed regular performance reviews and advised employees on potential improvements.
• Supervised cross-functional teams of up to 20 members, fostering collaboration and ensuring timely completion of tasks.

• Worked as Real time analyst in Command Center.
• Planning and monitoring the deployment of the workforce of large process and manage the process to deliver to service level agreement.
• Prioritize workload, to deliver the highest possible standards of service with maximum efficiency thus monitoring and Reporting of Service levels on a day-to-day basis.
• Identify opportunities to improve procedure/ process and initiate action to implement to deliver the highest possible level of customer service with the highest possible efficiency.
• Creating reports on various matrices, and sharing the same with all concerned.
• Thus coordinating between various departments like Operations, Quality (Customer Satisfaction), and direct client itself for smoother functions and ensuring quality standards.
• Monitor all call center parameters and ensure adherence to the same: Real-time adherence for the agents - Average Talk-time, Hold-procedures, Average Handling time of the call, Aux-Time, Ensuring optimal staffing at any given point in time, etc.
• Responsible for maintaining line requirement and occupancy level in operations for specific projects.
• Revising, Improvising on Customer Satisfaction schemes.
• Creating reports that would summarize the performance of the operations floor.
• Analyzing the different trends by studying the call flow and finding ways to improve productivity.
• Led initiatives for continuous improvement in real-time analysis methodologies and practices.
• Proposed innovative solutions to reduce average handling times without compromising quality.
• Monitored and adjusted staffing levels in response to unexpected volume fluctuations.
• Streamlined communication channels for faster response to real-time operational issues.
• Advised senior leadership on potential risks and opportunities identified through real-time data analysis.
• Communicate schedule information and maintain adherence.
• Create and share reports on various matrices on a daily basis.

• Worked as an RTA Analyst and is currently working as Associate, Command Center.
• Ensuring the process metrics like- AHT, SL are met by getting call answered with set ring time along with meeting the schedule adherence.
• Designing and publishing of daily and weekly process reports: Publishing various reports like Agent Level AHT report, Half Hourly IDR reports reflecting process numbers like call handled service level.
• Coordinated with department heads to assess staffing needs and plan future recruitment.