Kamlesh Jha
New Delhi
Summary
Dedicated to keeping optimal staffing levels to meet service needs. Skilled at delivering new-hire training on attendance issues, as well as monitoring workflow patterns and managing schedule changes. Writing detailed reports, maintaining tracking spreadsheets and generating forecasts. Analytically sharp Workforce Real Time Analyst recognized for high productivity and efficiency in task completion. Excel in workforce management software, data analysis, and trend forecasting to optimize workforce distribution and meet service level objectives. Strong in communication, problem-solving, and adaptability, ensuring seamless operation adjustments in real-time to drive performance improvements.
Overview
13
13
years of professional experience
Work History
Asst. Manager, WFM
Concentrix Daksh Services India Private Limited
Gurugram
06.2016 - Current
- Trained new hires on company policies and procedures related to workforce management tasks.
- Analyzed historical data to create accurate staffing plans and schedules based on call volume trends.
- Recruited and trained new employees to meet job requirements.
- Participated in weekly meetings with senior leadership team members to discuss progress towards achieving departmental goals.
- Integrated workforce data to present scorecards and run rates from agent to executive key player in workforce management project launch.
- Analyzed business performance data and forecasted business results for upper management.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Evaluated current workforce management systems and recommended enhancements where necessary.
- Performed root cause analysis activities when needed to identify areas for improvement within the department.
Technical Support Officer
Concentrix Daksh Services India Private Limited
Gurugram
01.2015 - 03.2025
- Coordinated with product and engineering teams to report software bugs and request new features based on customer feedback.
- Recommended solutions to improve the reliability and efficiency of existing systems.
- Provided guidance and advice regarding effective use of IT resources.
Customer Service Associate
Minacs private limited
Bangalore
08.2012 - 12.2014
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Assisted customers with returns, exchanges, refunds, and other transactions as needed.
- Greeted customers and identified their needs.
- Educated customers on special pricing opportunities and company offerings.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Education
Bachelor of Arts - English Language
Eastern Christian College
Dimapur, Nagaland08-2012
High School Diploma -
Mount Sinai School
Wokha, Nagaland05-2007
Skills
- Workforce management
- Employee training
- Scheduling optimization
- Performance metrics
- Team collaboration
- Root cause analysis
- Problem solving
- Google drive
- Employee scheduling
- Employee supervision
- Time management
- Task delegation
- Goal setting
- Business intelligence
- Multitasking
- Shift scheduling
Timeline
Asst. Manager, WFM
Concentrix Daksh Services India Private Limited
06.2016 - Current
Technical Support Officer
Concentrix Daksh Services India Private Limited
01.2015 - 03.2025
Customer Service Associate
Minacs private limited
08.2012 - 12.2014
Bachelor of Arts - English Language
Eastern Christian College
High School Diploma -
Mount Sinai School
Similar Profiles
John VargheseJohn Varghese
Assistant Manager - Trust & Safety at Concentrix Daksh Services India Private LimitedAssistant Manager - Trust & Safety at Concentrix Daksh Services India Private Limited
Prashanth PoojaryPrashanth Poojary
Advisor II Transaction Processing at Concentrix Daksh Services India Private LimitedAdvisor II Transaction Processing at Concentrix Daksh Services India Private Limited
ABDULLAH ABDULLAH null
Sales Executive at Concentrix Daksh Services India Private LimitedSales Executive at Concentrix Daksh Services India Private Limited