Summary
Overview
Work History
Education
Skills
Timeline
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Gaurav Tyagi

Gaurav Tyagi

Pune

Summary

I want to achieve a long-term career in an organization, which has an excellent work ethics, and a fair opportunity for enhancement of professional and personal status. This will help to utilize my education, personal skills, and experience to the full potential.

Overview

9
9
years of professional experience
3
3
years of post-secondary education
1
1
Language

Work History

WFM | SCHEDULER | DEPUTY MANAGER

Vodafone
07.2022 - Current
  • LEAVE ADMINISTRATION
  • Leave Planner | Slot Review | Utilization Tracking
  • Leave slots to be plotted basis FTE (Full Time Equivalent) requirements & FTE projected in advance for coming month(s)
  • Daily, Weekly leave slots to be reviewed on the basis of actual FTE 2 weeks before the schedule date.
  • Highlight changes to basis requirements
  • Track utilization of Leave - Planned & Unplanned.
  • SCHEDULING
  • Week Off Planning | Actual Review | Weekly Update
  • Week Off planner in line with requirements & Leave slots to be made on a weekly basis.
  • Schedules to be created based on SLA (Service Level Agreement) achievement of the process within the set timelines.
  • Challenges on targets to be highlighted to Ops & RTA basis schedules created
  • Review Schedule vs Actual performance and raise flags wherever required Unplanned Shrinkage, Delivery miss, Attrition, etc.
  • Weekly update on Schedules & Performance to be published to stakeholders.
  • INITIATIVES
  • Analytics | Innovation | Projects
  • Analysis & Insights on leading parameters.
  • Recommendations & Suggestions on improving performance
  • Participate in Care projects actively.

RTA | REAL TIME ANALYST | ASSISTANT MANAGER

Vodafone
10.2020 - 06.2022
  • Manage all the outages/ensuring adherence to defined BCP during BCP instances/ Real Time situations across sites in the most efficient manner
  • Effective Real Time adherence and highlighting real time KPI misses to management for effective real time decision making.
  • Highlighting and assisting Operations to Deliver a target.
  • VSSI performance Dashboard by ensuring we have effective requisite people logged in on interval basis.
  • Focused (Digitization / Cost Optimization / Time saving.
  • Providing WFM & Business insights and doing cost saving projects to reflect value gained (the areas requiring urgent attention.
  • Provide inputs, highlight any volume arrival change to scheduler to make necessary changes for the following day/week's schedule.
  • Possess strong WFM knowledge and all the WFM basics are clear.
  • Managing & Presenting Weekly, Monthly & Quarterly Business.
  • Reports outages to clients and ensure quick actions are being taken to minimize business performance.
  • Trained new joiner on Real Time Management process also crossed trained on-board members on Webchat and Voice RTA Activities.
  • Continuous business improvement and error reduction through regular and detailed insight generation and analysis.
  • Managing seat allocation and IT issues to multiple business so 6 to ensure maximum seat utilization.
  • Preparing day end synopsis and projection reports to ensure minimal impact on business and identify the leakage section.

SME| SUBJECT MATTER EXPERT

Vodafone
01.2018 - 09.2020
  • Conducted regular reviews of operations and identified areas for improvement.
  • Generated reports detailing findings and recommendations.
  • Monitored and tracked user progress to identify improvement opportunities.
  • Collected, arranged, and input information into database system.
  • Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
  • Maintained database systems to track and analyze operational data.
  • Improved communication skills among students through regular group projects and presentations.
  • Mentored new teachers on best practices for effective classroom management and instructional techniques.

Executive|

Vodafone
02.2015 - 12.2017
  • Enhanced customer satisfaction by streamlining communication channels and improving response times.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Introduced new methods, practices, and systems to reduce turnaround time.
  • Mentored junior staff members for accelerated career growth, developing future leaders within the organization.

Education

Bachelor of Arts -

Mahatma Gandhi Kashi Vidyapith University
01.2003 - 04.2006

Skills

PowerPoint

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Timeline

WFM | SCHEDULER | DEPUTY MANAGER

Vodafone
07.2022 - Current

RTA | REAL TIME ANALYST | ASSISTANT MANAGER

Vodafone
10.2020 - 06.2022

SME| SUBJECT MATTER EXPERT

Vodafone
01.2018 - 09.2020

Executive|

Vodafone
02.2015 - 12.2017

Bachelor of Arts -

Mahatma Gandhi Kashi Vidyapith University
01.2003 - 04.2006

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Gaurav Tyagi