Kunal Kumar
Workforce Realtime Analyst
Delhi
Summary
Dynamic professional eager to leverage skills in a forward-thinking organization that values resourcefulness, innovation, and adaptability. Committed to fostering a culture of dedication and hard work while pursuing opportunities for professional growth. Proven ability to thrive in challenging environments and deliver impactful results. Passionate about driving success through collaboration and creative problem-solving.
Overview
7
7
years of professional experience
1
1
Certification
2
2
Languages
Work History
Workforce Real -Time Analyst
Foundever India Private Limited
Gurugram
04.2022 - Current
- Expertise in monitoring real-time data and performance metrics.
- Ability to track call volumes, handle times, and agent availability.
- Skilled in identifying and responding to variances in real-time operations.
- Responsible for the day to day, monitoring of projects for Real-Time Adherence, Schedule Adherence, Line Adherence and other related Work Force Management functions.
- Proficiency in using WFM tool - Nice IEX, Genesis, AWS, Avaya tool.
- Ability to navigate and interpret dashboards, reports, and performance indicators.
- Performed analysis and generation of intraday reports.
- Ability to provide accurate, timely updates on performance metrics.
- Experience working closely with team leads, operations managers, and other RTAs.
- Ability to collaborate effectively to achieve common goals.
- Meticulous attention to detail to ensure accurate monitoring and reporting.
- Strong understanding of SLAs and KPIs.
- Ability to ensure adherence to service level agreements through proactive management.
Email Support Executive
Concentrix Daksh Services India Private Limited
Gurugram
07.2021 - 04.2022
- Handled warranty disputes electronically.
- Provide accurate information and assistance to customers regarding their vehicle inquiries.
- Process and resolve customer complaints, ensuring a high level of customer satisfaction.
- Performed systematic updates to customer profiles with attention to detail.
Customer Service Executive
Aegis Private Limited (Startek India Private Limited)
Delhi NCR
03.2019 - 03.2021
- Facilitated customer interactions for Max Life Insurance using chat and email platforms.
- Utilized proactive problem-solving and analysis to resolve complaints.
- Provided professional and helpful support to new and existing clients.
- Addressed customer inquiries efficiently.
Education
Master of Arts - English Honours
Jai Prakash University
01.2020
Skills
Working knowledge of MS Office Suite especially MS-Word, MS- Excel
Good English communication skills
Time management & Prioritization
Attention to details
Adaptability & Flexibility
Workforce management
Service level agreements
Intraday management
Workforce software
KPI monitoring
Analyzing patterns
Workforce management tools
Analytical skills
ADDITIONAL INFORMATION
- Father' Name - Mr.Braj Kishor Thakur
- Date of Birth - 6/Feb/1996
Certification
Certification in Workforce Realtime Management
Timeline
Certification in Workforce Realtime Management
04-2022
Workforce Real -Time Analyst
Foundever India Private Limited
04.2022 - Current
Email Support Executive
Concentrix Daksh Services India Private Limited
07.2021 - 04.2022
Customer Service Executive
Aegis Private Limited (Startek India Private Limited)
03.2019 - 03.2021
Master of Arts - English Honours
Jai Prakash University