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
Excel
Microsoft Office
Communication
Change Management
Risk Management
Team Collaboration
Client Relationship Management
Active Listening
Team building
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