Eliyas Khan
WFM RTA
Mohali
Summary
3 Years of experience in Workforce Management is seeking to gain meaningful employment with a respectable business in company.
Overview
10
10
years of professional experience
Work History
Analyst
Teleperformance
06.2023
- Monitored real-time volume and specialist for over 800 FTE to ensure optimal stuffing levels
- Monitored call volumes and made real-time adjustments to staffing levels to meet service level targets
- Worked with the forecasting team to identify trends and make adjustments to schedules as needed
- Provide on time reports (Hourly, Daily and Weekly) and track Service Level, Schedules, Adherence, Occupancy, Shrinkage and other KPI's
- Working with the team members and leads individually on various business aspects
- Responsible for coordinating among the team and Business area
- Been a part of meetings with internal teams and external clients
- Identifying the individuals in the team who are struggling to meet their targets and coach them to achieve the same
- Undertaking responsibility to assist the team in terms of processing volumes and meeting SLA's
- Tools: IEX, Nice InContact
Real-Time Analyst
Conduent
11.2018 - 6 2023
- Managed real-time monitoring and scheduling for a team of 90 customer service representatives
- Monitored call volumes and made real-time adjustments to staffing levels to meet service level targets
- Developed and implemented policies and procedures to improve schedule adherence and reduce absenteeism.
Frontline Recruiter & Process executive
Concentrix Daksh Services India Private Limited
10.2013 - 01.2018
Contractor's Representative/Supervisor
Hindustan Shipyard Limited
03.2011 - 09.2013
Customer Support Representative
IBM Daksh
06.2008 - 01.2011
Education
Bachelor's Degree in Commerce -
Madurai Kamaraj University
Skills
Data Collection
Team Collaboration
Adaptability
Effective Communication
Professionalism
Analytical Skills
Problem-Solving
Team building
Reliability
Time Management
Task Prioritization
Timeline
Analyst
Teleperformance
06.2023
Real-Time Analyst
Conduent
11.2018 - 6 2023
Frontline Recruiter & Process executive
Concentrix Daksh Services India Private Limited
10.2013 - 01.2018
Contractor's Representative/Supervisor
Hindustan Shipyard Limited
03.2011 - 09.2013
Customer Support Representative
IBM Daksh
06.2008 - 01.2011
Bachelor's Degree in Commerce -
Madurai Kamaraj University
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