Verint
WFM Lead
Goldie Tiwari
WFM Lead And Real Time Analyst
Kanpur
Summary
Knowledgeable Workforce Analyst having grip over Monitoring Operations activities, Adherence to Schedules , Service Level Management, Resource Allocation,Problem Resolution and preparing various real time reports.
Overview
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Real Time Analyst
Work History
Real-Time Analyst
BCD Travel
Bangalore
07.2022 - Current
- Monitoring and managing real-time activities to ensure optimal staffing, adherence to schedules, and performance to meet service level targets.
- Tracking agent adherence to schedules, making real-time adjustments to staffing, addressing unforeseen issues and presenting it in front of operations.
- Also responsible for creating and maintaining employee schedules based on forecasting and staffing requirements.
- Worked closely with CO - RTA's to ensure schedules align with real-time needs.
WFM Lead
Concentrix Daksh PVT LTD
Gurgaon
06.2018 - 07.2022
- Worked with operation to develop strategic and tactical plans to meet different requirements.
- Set and adjusted schedules to maintain optimal coverage and service levels.
- Managed overtime, shift swaps, breaks and PTO requests.
- Produced and updated documents, reports and tracking google sheets using Verint, Pulse and Decision source .
- Resolved problems, improved operations and provided exceptional service.
- Was responsible for creating Daily Attendance report, Performance report etc
Education
Bachelors of Journalism And Mass Communication - Mass Communication
Amity University
Noida 04.2011 - 06.2015
Skills
Real-Time Monitoring
Agent Adherence Tracking
Performance Analytics
Preparing schedules using Verint
Leading other RTA's
Quick grip over using CHAT GPT in excel ,GPT openAI etc
Software
Decision Source
Pulse
One Touch
Genesys Administration
Timeline
Real-Time Analyst
BCD Travel
07.2022 - Current
WFM Lead
Concentrix Daksh PVT LTD
06.2018 - 07.2022
Bachelors of Journalism And Mass Communication - Mass Communication
Amity University
04.2011 - 06.2015