Kajal Pardeshi

Realtime Analyst

CompuCom CSI systems India Pvt Ltd.

Pune, Maharashtra

09.2021 - Current

Drove operational improvements which resulted in savings and improved profit margins.
Adhered to social distancing protocols and wore mask or face shield.
Prepared variety of different written communications, reports and documents.
Improved operations through consistent hard work and dedication.
Adoption and communication of global intraday and scheduling guidelines to appropriate stakeholders.
Enforce real time adherence in all Work Types and Markets within the scope of operation.
Monitor the volume of contacts at interval level, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and any other real time events that contribute or impact negatively in the execution of planned productivity hours to meet SLAs.
Constant interaction with Accenture stakeholder, reporting site performance; including but not limited to staffing compliance, skilling status, and outages.
Provide visibility and reporting capabilities of main SLAs and KPIs related to intraday and scheduling functions such as adherence, shrinkage components, projected interval compliance, and bidding completion.
Creation and optimization of schedule shells, allocating productive time based on interval level staffing needs, following region specific labor laws.
Appropriate distribution of programmed shrinkage (activity codes) to help ensure the accuracy of projections related to productive staffing commitment.
Develop and maintain a scheduling matrix for each specific site and region; adequately updating information related to labor laws, shift types, and other considerations required to appropriately perform scheduling tasks.
Recognize and communicate challenges and areas of improvement during, and after scheduling cycles; providing solutions to meet staffing expectations at interval level.