Karor Mohammad IRFAN
Hyderabad
Summary
Experienced with workforce management analysis, demonstrating proficiency in optimizing staffing levels and schedules. Utilizes data-driven insights to improve workforce efficiency and productivity. Track record of enhancing operational processes through effective use of workforce management tools.
Overview
10
10
years of professional experience
Work History
Workforce Management Analyst
PayPal
05.2024 - 07.2025
- Manage the call volume, daily attendance and program break schedules
- Assist with creation if metrics and targets for services
- Work closely with the operations team to analyze and help improve their delivery processes
- Generate ideas for process and service improvement planning
- Produce daily, biweekly and monthly internal reports
- Use trends and reports to forecast requirements
- Assist with projects and other duties as requested or assigned
- Monitors real-time ACD work state of agents, schedule and break adherences, and agents exceeding thresholds.
- Ensure staffing and service levels are within acceptable range.
- Conducts analyses and recommends solutions to real-time performance issues with the Operations Management Team.
- Approves discretionary activities to increase occupancy and take advantage of high availability.
- Increases staffing level during high call volume.
- Administration of intraday schedule changes.
- Ensure all required WFM data is tracked and trended on a continuous basis.
- Delivers regular and ad-hoc reports on time as requested by the internal and external clients.
- Communicates identified risks to Operations Leadership, Management, Technology Team, and client counterparts including outages and system issues.
- Performs other duties and assignments as directed.
- Analyzed workforce data to enhance scheduling efficiency and optimize resource allocation.
- Developed forecasting models to predict staffing needs based on historical trends and business requirements.
Assistant Manager WFM - IC Role
HSBC Electronic Data Processing
10.2021 - 04.2024
- Compiles and distributes and analyzes daily, weekly, and monthly call center performance reports
- Monitoring of multiple queues, the agent who are out of adherence like ACW, extending breaks, lunch and the schedule change request received from the supervisor /agent
- Agent schedule updating (break, lunch, call off) of the same day request
- Creating chat for all line of business to communicate with the manager, supervisor of the operations for managing the business in real time
- Monitored schedules and workforce software trends to inform Operations leaders when phone time is over the established threshold and/or identify employee(s) out of Dailer adherence.
- Prepares and reviews analyses of all retention activities
- Responsible for the creation and ongoing management/maintenance of a database of all errors
- Matches staffing to workload arrival patterns, planning schedules, maintaining accurate staffing data, assisting with long-range staffing plans, collaborating on PTO decisions/reporting, and handling multiple tasks aimed at meeting/exceeding ongoing service level and occupancy objectives
- Partners with Subject Matter Experts for consultation and recommendations on management of call routing
- Providing recommendations for improved performance within the Workforce Management team and for supported work groups
- Creates and communicates schedules and provides regular reports to management on workload and workforce
- Identify and scope insights rising from the workforce management team that will lead to improve our ecosystem (fraud fighting / payment improvements)
- Provide workforce and performance reports to management
- Based on analysis, provide process improvement and operational improvements to management
- Analyze intraday call forecasts and communicate to management team - provide commentary to assist supervisors and managers in meeting daily/weekly goals
- Engagement with Business Unit and Workforce Management Team Leader in relation to call center performance and provide commentary on impacts and key drivers
- Handling end to end operations in Real time Management.
- Giving response to stakeholders in chat and email
- RTM and internal request processed within the time
- New request and task assigned by the client are discussed internally and the required result is completed within the time frame
- Communicated adherence deviation to employees and site leadership to address efforts on improving adherence
- Provided ad hoc reporting as needed to show adherence to scheduled events within the site.
Real Time Analyst
Alorica India Pvt.ltd
10.2020 - 10.2021
- Provided in-depth analysis and daily reports to management team on trends.
- Provided information needed to evaluate requests for schedule alterations or exceptions.
- Provided information needed to analyze accuracy of forecast workloads and staffing.
- Monitor agent schedule adherence using real-time adherence workbook and call out non-adherent events to Operations over email and MS teams
- Track the everyday attendance and provide recommendations for understaffing and overstaffing
- Skill balancing - monitor queues and identifying skilling opportunities; includes Nester reskilling requests.
- Coordinate with WFM and other Traffic Analysts on the same campaign to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day
- Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines for the campaign
- Inform Operations management so decisions can be made regarding OT, off-phone/chat activities with up-to-the-minute daily statistics
- Prepare and send intraday as well as daily, weekly and monthly performance reports and Provide support in identifying, tracking and reporting system issues/downtime
- Review and analyze contact arrival patterns and provide recommendations to improve customer practice
- Ensuring the data integrity within the WFM system
- Capturing, Storing and Reporting on historical statistics.
- Provide historical reporting compilation as required by the campaign
- Produce and review reports, recommend productivity and efficiency improvements
- Managed real-time and intra-day activities to help facilitate operational and client goals were met
Lead WFM
Concentrix Technologies India
03.2020 - 10.2020
- Manage all activities and initiatives related to the effective implementation and ongoing usage of the Workforce System (IEX TotalView)
- Overall responsibility for volume forecasts and implementation of agent scheduling timeframes for assigned call centers/call queues
- Analyze historical data to utilize for future forecasting and scheduling
- Work with site resource management group, REM group, and management teams to develop and administer shift-bid process and create short-term schedules aligned with long-term plans
- Perform root cause analysis of call volume data to identify reduction opportunities
WFM Executive
[24]7.ai
10.2015 - 03.2020
- Monitor agent schedule adherence using real-time adherence workbook and call out non-adherent events to Operations over email and MS teams
- Track the everyday attendance and provide recommendations for understaffing and overstaffing
- Skill balancing - monitor queues and identifying skilling opportunities; includes Nester reskilling requests.
- Coordinate with WFM and other Traffic Analysts on the same campaign to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day
- Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines for the campaign
- Inform Operations management so decisions can be made regarding OT, off-phone/chat activities with up-to-the-minute daily statistics
- Prepare and send intraday as well as daily, weekly and monthly performance reports and Provide support in identifying, tracking and reporting system issues/downtime
- Review and analyze contact arrival patterns and provide recommendations to improve customer practice
- Ensuring the data integrity within the WFM system
- Capturing, Storing and Reporting on historical statistics.
- Provide historical reporting compilation as required by the campaign
- Produce and review reports, recommend productivity and efficiency improvements
- Led cross-functional teams to develop innovative customer engagement strategies.
- Streamlined operational processes, enhancing efficiency across multiple departments.
Associate Team Leader
[24]7.ai
10.2015 - 03.2020
- Providing coaching and feedback to the team specifically on process with CSAT and efficiency as key parameters
- Reviewing quality feedback and drive the team towards best quality and containing escalations
- Working with other operational and support functions
- Initiating and implementing action plans to improve bottom quartile performance
- Ensuring consistency with performance management and addressing concerns where required
- Handling Day to day employee and customer relationship management & client escalations
- Monitor and manage daily workflow and staffing needs and manage department metrics and goals like SLA & ASA, email Resolution & TAT
- Address employee concerns with behavior, look into the employee's needs when it comes to administrative tasks
- Managing attrition and absenteeism as well as groom and develop a succession plan for next level
- Drive hygiene among the team members in terms of on TOS, tardiness
Education
Bachelor of Science - Electronics/Telecommunication
Vignans Engineering College
Skills
- Scheduling
- Excel Vba
- Scheduling optimization
- Workforce planning
- Forecasting techniques
- Statistical modeling
- Capacity planning
- Resource planning
- Data Visualization
- Advance Excel
- Genesys platform expertise
- IEX proficiency
- Report writing
- Data analysis
- KPI monitoring
- Schedule coordination
Languages
Urdu
Hindi
Telugu
Kannada
English
Timeline
Workforce Management Analyst
PayPal
05.2024 - 07.2025
Assistant Manager WFM - IC Role
HSBC Electronic Data Processing
10.2021 - 04.2024
Real Time Analyst
Alorica India Pvt.ltd
10.2020 - 10.2021
Lead WFM
Concentrix Technologies India
03.2020 - 10.2020
WFM Executive
[24]7.ai
10.2015 - 03.2020
Associate Team Leader
[24]7.ai
10.2015 - 03.2020
Bachelor of Science - Electronics/Telecommunication
Vignans Engineering College
Social Links - Linkedin
https://www.linkedin.com/in/mohammad-irfan-2bb4996a
Personal Information
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