Fakhrey Alam
New Delhi
Summary
Dynamic WFM professional with a proven track record at Barclays, excelling in real-time management and stakeholder engagement. Recognized for driving resource optimization initiatives that enhanced SLA outcomes. Adept at performance reporting and incident management, consistently delivering actionable insights to senior leadership and achieving multiple accolades for outstanding contributions.
Overview
13
13
years of professional experience
Work History
Assistant Manager - WFM (IC)
Barclays Global Service Centre Pvt. Ltd.
New Delhi
04.2024 - Current
- Led end-to-end WFM delivery for Business Banking portfolio, encompassing scheduling, real-time management, capacity planning to ensure operational efficiency.
- Acted as the primary WFM contact for senior business stakeholders, providing daily and weekly performance updates with actionable insights to inform decision-making.
- Drove continuous improvement initiatives to optimise resource utilisation and enhance SLA outcomes, contributing to overall service excellence.
- Support knowledge sharing and best-practice adoption across the wider WFM CoE team.
Officer - WFM CoE | Barclaycard Payment Merchant Services
Barclays Global Service Centre Pvt. Ltd.
New Delhi
09.2021 - 03.2024
- Identified and resolved scheduling gaps to ensure maximum staff availability on the phones, directly improving coverage and contact metrics.
- Prepared and published forward-looking schedules based on historical forecasts, reducing SLA risks.
- Reconciled internal delivery figures with client trackers, presenting weekly capacity outlooks to senior stakeholders for informed decision-making.
- Developed Scheduled vs. Actual Delivery Report, clarifying SLA shortfalls for operations and facilitating timely corrective actions.
Officer - WFM CoE | Barclaycard Retail Collections
Barclays Global Service Centre Pvt. Ltd.
New Delhi
04.2016 - 09.2021
- Managed real-time agent adherence and adjusted intraday schedules to maximize phone coverage and maintain SLA performance.
- Oversaw OFFCOM-compliant dialler operations, monitoring campaign and agent statistics to optimize idle and abort rates for improved contact efficiency.
- Led end-to-end incident management: raised issues to BIM, assessed operational impact, briefed senior leadership, and conducted post-incident health checks.
- Coordinated project migrations with testing teams and secured stakeholder UAT sign-off to ensure project alignment and successful implementation.
- Highlighted significant accomplishments.
- Honored with BVRP Award in Stewardship Category.
- Achieved Star Performer Award for Q3 2018.
- Earned various accolades throughout performance cycles.
Sr. Process Associate - Collections
Barclays
New Delhi
04.2014 - 04.2016
- Achieved promotion to Senior Collections Analyst within 18 months through demonstrated expertise in collections.
- Coordinated inbound and outbound collections activity, ensuring adherence to internal policies and enhancing compliance.
- Led process improvement initiatives to enhance operational efficiency and team productivity.
- Analyzed data to identify trends and recommend solutions for workflow optimization.
- Collaborated with cross-functional teams to streamline procedures and enhance service delivery.
Customer Care Associate
Teleperformance
New Delhi
05.2013 - 03.2014
- Resolved customer complaints efficiently and effectively.
- Provided front-line customer support, achieving quality and satisfaction targets.
- Assisted customers with inquiries through multiple communication channels.
- Documented customer interactions using internal systems and tools.
Education
MBA -
Aligarh Muslim University
04-2026
Bachelor of Commerce -
Aligarh Muslim University
Skills
- Workforce Management
- Scheduling optimization
- Staffing needs assessment
- Real-Time Management
- Maintaining service levels
- Incident Management
- Performance Reporting
- KPI governance
- Resource optimization
- Trend Analysis
- Risk & Control
- Stakeholder management
- Stakeholder engagement
Hobbies and Interests
- Cooking
- Poetry
- Music
Languages
Hindi
Native
Native
English
Proficient (C2)
C2
Urdu
Proficient (C2)
C2
Timeline
Assistant Manager - WFM (IC)
Barclays Global Service Centre Pvt. Ltd.
04.2024 - Current
Officer - WFM CoE | Barclaycard Payment Merchant Services
Barclays Global Service Centre Pvt. Ltd.
09.2021 - 03.2024
Officer - WFM CoE | Barclaycard Retail Collections
Barclays Global Service Centre Pvt. Ltd.
04.2016 - 09.2021
Sr. Process Associate - Collections
Barclays
04.2014 - 04.2016
Customer Care Associate
Teleperformance
05.2013 - 03.2014
MBA -
Aligarh Muslim University
Bachelor of Commerce -
Aligarh Muslim University