Junaid Khan
Jabalpur
Summary
Performance driven and motivated professional with progressive expertise in customer service, sales, procurement, workforce management/service delivery in aviation industry. Skilled in problem solving and development of staff to attain company goals. Thorough understanding of organizational goals with exceptional client relationship and people management skills with experience in working in multi-cultural teams with high pressure and fast paced environments. Detail oriented with exceptional instincts for meeting high expectations and delivering service standards and actively engaging with the global workforce team.
Overview
2
2
years of professional experience
Work History
Workforce Real Time Analyst
Dnata Travel
2021.08 - 2023.02
- Managed real-time inbound call traffic across multiple contact center locations.
- Optimized schedules, forecasts, and other tools to present to management.
- Provided training on dashboard and package development to team members and management.
- Performed ad hoc reporting and analysis to improve the overall performance of the call center and enable strong understanding of business.
- Prepared and maintained reports, dashboards, and monthly packages.
- Set and adjusted schedules to maintain optimal coverage and service levels.
- I worked with management to develop strategic and tactical plans to meet different requirements.
- Managed overtime, shift swaps, breaks, and PTO requests.
- Coordinating all planning, scheduling, and real-time management for Etihad sites in UAE, India, Philippines and Serbia. Liaising between the global WFM team and business stakeholders for all scheduling requests to ensure service level agreements are being met
Education
Master Of Business Administration - Aviation Management
Jain University 2019-2021
Bengaluru Karnataka Bachelor's In Business Administration - Marketing
Devi Ahilya Vishv Vidhyalaya 2016-2019
Indore, Madhya Pradesh Skills
- Queue management
- Workforce Management
- Service Level Agreements
- Business Forecasting
- Resource Planning
Timeline
Workforce Real Time Analyst
Dnata Travel
2021.08 - 2023.02
Master Of Business Administration - Aviation Management
Jain University 2019-2021
Bachelor's In Business Administration - Marketing
Devi Ahilya Vishv Vidhyalaya 2016-2019
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