Gaurav Pal
Gurugram
Summary
Results-driven WFM professional with 9 years of experience optimizing workforce operations, improving efficiency, and achieving service level agreements (SLAs). Proficient in forecasting, scheduling, real-time management, and performance analysis. Known for implementing strategic workforce planning solutions that enhance productivity and reduce operational costs. Skilled in data analysis, resource allocation, and using WFM tools such as Aspect, Tele-Opti, Max Contact (UK based).
Overview
10
10
years of professional experience
Work History
Data & Dialler Analyst
Web help India
09.2021 - Current
- Conducted comprehensive exploration of Max Contact Dialler functionality, including interface navigation, data loading, and report extraction
- Resolved initial dialler issues, significantly enhancing dialler efficiency and performance
- Managed daily tasks including reporting, campaign scheduling, data releases, and data imports to ensure smooth operations
- Generated and reviewed performance reports for agents and campaigns, identifying areas for improvement.
Assistant Manager - WFM
SBI CARD
Gurugram
04.2021 - 08.2021
- Created comprehensive performance reports analysing drop rates and abandon rates to drive improvements
- Continued monitoring and adjusting individual and team performance to meet KPIs
- Maintained Dialler MIS, PAN Estimation, and Agent productivity reports
- Managed forecasting and scheduling processes using Aspect tools and updated intraday contact volumes
- Facilitated discussions with Managers and Clients to enhance outbound campaign strategies
- Oversaw data scrubbing and uploading for PAN India marketing/sales data, ensuring accuracy in Aspect Outbound campaigns.
Senior Executive - WFM
SBI CARD
Gurugram
04.2018 - 03.2021
- Implemented real-time and intraday monitoring to enhance forecasting accuracy, occupancy, and service levels
- Monitored call volume and resource capacity, optimizing staff scheduling to consistently meet service level targets
- Updated intraday contact volume and average handle time for all call types, aligning with forecast and real-time trends
- Monitored individual and team performance to ensure KPIs were achieved, improving customer satisfaction, operational efficiency, and teamwork
- Made real-time staffing adjustments, including shrinkage, to provide the most accurate staffing forecasts
- Maintained and prepared Dialler MIS, PAN Estimation, and Agent productivity reports
- Managed segregation and scrubbing of PAN India marketing/sales data; uploaded data into Aspect Outbound campaigns
- Created comprehensive performance reports analysing drop rates and abandon rates for targeted improvements
- Conducted forecasting and scheduling using Aspect tools; created IDs on Aspect UCC software
- Facilitated strategic discussions with Managers and Clients to implement effective strategies in outbound campaigns.
Executive - WFM
SBI CARD
Gurugram
07.2017 - 03.2018
- Managed forecasting, scheduling, and real-time monitoring tasks
- Utilized workforce management tools to optimize staff scheduling and meet service level targets
- Successfully transitioned into the WFM role, demonstrating strong analytical and organizational skills
- Collaborated with internal staffing and outsourced teams to address absenteeism and turnover trends affecting staffing.
Customer Service - Associate
SBI CARD
Gurugram
02.2015 - 09.2017
- Addressed customer inquiries and resolved issues effectively, ensuring high levels of customer satisfaction
- Gained proficiency in call handling, problem-solving, and effective communication
- Responsible for handling customer query via calls or e-mail
- Maintain AHT with zero defects.
Customer Service - Executive
SBI CARD
Gurugram
10.2016 - 06.2017
- Handled complex customer interactions and support tasks, exceeding performance metrics in call resolution times and customer satisfaction
- Developed leadership skills and took on additional responsibilities, leading to a promotion to Executive.
Education
Diploma - Mechanical Engg.
Board of Technical Education
Pusa, Delhi01.2014
Skills
- Dialler System Optimization (Max Contact & Aspect)
- Data Strategy Development
- Real-time Monitoring and Reporting
- Performance Analysis and Improvement
- Stakeholder Collaboration
- Forecasting and Scheduling
- Tool Utilization (Aspect, Aspect UCC)
- Cardone Software for Customer Detail
- Tele-Opti WFM tool
- Root Cause Analysis
- Issue Identification
- Report Preparation
- Time-series analysis
Personal Information
Date of Birth: 02/04/92
Hobbies and Interests
Playing badminton, Swimming, Listen Music
Languages
Hindi
First Language
English
Advanced (C1)
C1
Accomplishments
- Quarterly Awards against my performance in Co-vid period
- Best Customer service Award
Timeline
Data & Dialler Analyst
Web help India
09.2021 - Current
Assistant Manager - WFM
SBI CARD
04.2021 - 08.2021
Senior Executive - WFM
SBI CARD
04.2018 - 03.2021
Executive - WFM
SBI CARD
07.2017 - 03.2018
Customer Service - Executive
SBI CARD
10.2016 - 06.2017
Customer Service - Associate
SBI CARD
02.2015 - 09.2017
Diploma - Mechanical Engg.
Board of Technical Education
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