Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Kaushlendra Kaushik

Agra

Summary

Accomplished Workforce Management professional with a proven track record at Teleperformance, enhancing operational efficiency and workforce productivity through expert capacity planning and data analysis. Skilled in utilizing WFM platforms like IEX ,Calabrio and Power BI, adept at stakeholder engagement and presenting data-driven strategies to senior leadership. Demonstrates strong analytical capabilities and effective problem-solving, ensuring optimal resource allocation and performance improvement.

Overview

6
6
years of professional experience

Work History

Assistant Manager WFM

Concentrix Daksh
02.2023 - Current
  • Developing and maintaining robust capacity planning models to predict resource needs accurately.
  • Analyzing historical data, market trends, and future projections to forecast demand and capacity requirements.
  • Collaborating with various stakeholders to understand business requirements and translating them into WFM capacity plans.
  • Improve and automate existing practices.
  • Continuously monitor and evaluate key performance metrics to identify optimization opportunities.
  • Assist in maintaining and updating staff plan data and employee entry/removal from databases.
  • Identify call volume trends and averages on a monthly, quarterly and seasonal basis.

Workforce Seats Planner

Taskus India
01.2022 - 02.2023
  • Develop and maintain capacity plans, providing recommendations on hiring, staffing, and potential efficiency improvements for our Customer Technical Success department.
  • Continuously monitor and adjust forecasts according to changes in demand.
  • Identify potential risks to production capacity and proactively devise contingency plans.
  • Collaborate with stakeholders to implement risk mitigation strategies.
  • Evaluate and suggest process enhancements to boost production efficiency and capacity utilization.
  • Facilitate stakeholder meetings on forecasting and capacity planning.
  • Analyze data to identify gaps and opportunities within the Customer Support organization.
  • Maintain headcount reporting, including tracking attrition trends across multiple skills, channels, and geographic locations.
  • Mentoring the wider WFM team, nurturing skills development, promoting best practices, and enhancing overall team performance.
  • Staying informed of industry trends and best practices in workforce management, applying relevant insights to enhance our operations

Operations Team Leader

Teleperformance
03.2021 - 08.2021
  • Managed daily operations, ensuring smooth workflow and timely completion of tasks.
  • Proactively identified potential risks or obstacles, developing contingency plans to minimize disruptions to operations.
  • Improved team efficiency and productivity by restructuring workflow and managing assignments.
  • Optimized team performance, providing clear guidance and setting achievable goals.

Workforce Real Time Analyst

Teleperformance
08.2019 - 08.2021
  • Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
  • Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
  • Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
  • Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.

Customer Service Representative

Teleperformance
10.2018 - 08.2019
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Education

Bachelor of Arts - Political Economy, India

JS University
Shikohabad, India
06.2022

Skills

  • Workforce Management, within a contact center environment
  • capacity planning and forecasting role Using different methods
  • Previous experience with WFM platforms ( Calabrio, IEX, Verint, Salesforce)
  • Proficiency in data modeling, statistical analysis, and data visualization
  • Good proficiency in excel , data analysis, and Microsoft programs Experience with SQL
  • Experience in constructing and utilizing dashboards in Power BI
  • Ability to identify and resolve issues
  • Ability to interpret data for performance trends and long-term improvement opportunities
  • Engaging effectively with a diverse range of stakeholders, empathizing with their perspectives, and tailoring messages accordingly
  • Experience presenting long-term scenario plans to senior leadership

Additional Information

• Date of Birth – 29/10/2000

• Father’s Name - Mr. Pramod Kaushik

• Marital Status - Unmarried

Timeline

Assistant Manager WFM

Concentrix Daksh
02.2023 - Current

Workforce Seats Planner

Taskus India
01.2022 - 02.2023

Operations Team Leader

Teleperformance
03.2021 - 08.2021

Workforce Real Time Analyst

Teleperformance
08.2019 - 08.2021

Customer Service Representative

Teleperformance
10.2018 - 08.2019

Bachelor of Arts - Political Economy, India

JS University

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Kaushlendra Kaushik