LIYAKATH ALI KHAN
Work Force Management
Bangalore,KA
Summary
Knowledgeable Workforce successful gathering, reviewing and modelling information to make proactive adjustments to Planning and strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities. Focused on maintaining optimal coverage and service levels, Monitoring patterns and handling schedule requests. Writes reports, updates spreadsheets
Overview
20
20
years of professional experience
Work History
Work Force Management- Manager
American Express - Global Business Travel
05.2017 - Current
- Foster strong relationships with internal & external stakeholders to ensure alignment and collaboration
- capacity optimization & enhancing operational efficiencies.
- management of configuration and deployment of community workforce management software (IEX) and ACD analytics.
- deployment and initiation of new project/account.
- Coordinate with human resources to facilitate prompt recruiting
- Developed comprehensive staff plans to align workforce with organizational goals.
- direct analysis and reporting of employee performance (AHT, occupancy, etc.) focusing on schedule adherence
- instantaneous oversight (Cisco eGain & iEX)
- Recognizes and recommends operational and support improvements
- Perform other duties and assignments as directed
- Team Briefing, addressing all team issues & Coordinating with all back-end departments regarding various issues, to maintain smooth functioning of contact centre.
- Achieving KPI’s through team performance with precision, timely delivery and by maintaining confidentiality.
- Global Scheduling, RTA and Headcount Management
- Estimate the FTE / Rep requirement based on the forecast from client or applicable forecasting method, while considering the Client requirement as per agreement
- Regular analysis on Planned vs Actual assumptions on Shrinkages and Attritions, and provide feedback to operations with root cause and possible solutions keeping the business goals in line
- Minimize the variance between required and actual headcount
Work Force Management -Manager
Karvy Data Management Sevices LTD
05.2016 - 05.2017
- Profile:
- Supervise analysis and reporting of employee performance (AHT, Occupancy Etc) including schedule adherence
- Recognizes and recommends operational and support improvements
- Planning for upcoming days with clients inputs.
- Preparing Provisional billings data for the processes.
- Perform other duties and assignments as directed
- Team Briefing, Addressing all team issues & Coordinating with all back-end departments regarding various issues, to maintain smooth functioning of contact center.
- Handling a team of 4 Specialized Forecasting and scheduling Analyst
- Achieving KPI’s through team performance with precision, timely delivery and by maintaining confidentiality.
- Prepare the schedules in WFM tool (IEX 6.13 Ver).
Work Force Management - Assistant Manager
Hinduja Global Services
01.2015 - 05.2016
- Profile:
- Capacity Planning & improving Operation’s Efficiencies.
- Administration of setup and utilization of Community WFM software (IEX 6.13) and ACD reporting.
- Implementation and set up to the new project/Account.
- Work with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources
- Manage long - term forecast / staff plan and lead monthly staff plan / budget meeting.
- Work with training and operations to coordinate multi - skill training for existing agents
- Administration of communication to and from Operations and other support departments
- Collection and analysis and reporting of historical center performance statistics
- Supervise communication to new hires on schedule process
- Supervise short - term workload forecasting
- Supervise scheduling philosophy of schedule assignments
- Supervise proactive scheduling of discretionary activities such as training, meetings, overtime and under time
Work Force Management - Associate Manager
Sutherland Global Services
10.2014 - 01.2015
- Profile:
- Capacity Planning & improving Operation’s Efficiencies.
- Forecasting & Scheduling process for all different Clients for regions.
- RFP’s Support for Service Delivery Managers or Architects.
Work Force Management - Forecaster & Scheduler
Futuresoft india Pvt Ltd
08.2010 - 10.2014
- Worked as Sr.WFM - Analyst (Team Leader).
- Capacity Planning & improving Operation’s Efficiencies.
- Handling, Processing, Analyzing Executive’s Daily Activities along with providing No. of Eligibility days for Incentives
- Publishing Internal Daily reports on Agent activity to the Client on Agent and Desk Performance.
- Trained on IEX tool (3.12 Ver).
- Forecasting & Scheduling process for all different Clients on Daily, Weekly & Monthly basis.
- Educating Team Leader’s and related Supervisor’s on Tool to handle and perform better on using real-time basis tool (IEX) screens.
- Supported Operations with CAPACITY Planning Report to plan the future staff.
- Supported Solution Architect’s solution model for bidding, RFP’s.
- Handling a team of 4 Specialized Forecasting and scheduling Analyst.
- RFP’s Support for Service Delivery Managers or Architects.
- Forecasting & Scheduling process for all different Clients for regions.
- Providing Furlough for all different Clients for regions.
Sr.Command Centre - Analyst (Previous Profile)
Mphasis
04.2006 - 08.2010
- Handling, Generating, Processing, Analyzing, Publishing Daily, Weekly, Monthly Reports.
- Publish External Daily reports to the Client.
- Handling Real Time Queue Management to ensure an adept and effective orientation towards the achievement of Target Service Level, AHT, and Call Handling metrics.
- Handling Projections - Actual Call volume variations and Schedule Index.
- Publishing various Individual and Team wise Score Cards, Trackers, Dashboards.
- Supporting the Team for preparing Forecasting, scheduling and staffing.
- Providing Data support, Presentation support, Informational reports, ACD Reports, Performance Metrics for all the Processes and Business Reviews.
- All employee level performance on different parameters improves any individual & team performance evolution.
- Providing tactical and explicable operational level analysis for deviation of SLAs and Targets.
- Handling Projections - Actual Call volume variations and Schedule Index.
- Preparing Weekly Schedules for all the processes.
- Supporting the Team to manage Manpower Utilization, Seat Utilization, and Resource Utilization.
- Preparing the overview presentations about the progress and achievements.
- Handling ACD & Applications ID management: Login ID configuration, ACD ID skill-set alignment, Password Reset, activation / Deletion etc.
- Ensuring Schedule adherence / Compliance.
- Publishing Daily reports according to the requirement from all the departments and ensuring the accuracy and timelines.
- Providing tactical operational level analysis to focus Performance Metrics targets.
- Guiding Operations towards the Targets by updating everyday performance achievements and remarks.
Education
Bachelor of Science - Information Technology
BEREVITY INTERNATION INSTITUTE OF MANAGEMNET & TECHNOLOGY
Bengaluru, India 04.2001 -
Skills
Workforce forecasting
Capacity planning
Staffing plans
Schedule management
Headcount planning
Business Analysis
Performance reporting
Change Management
Outsourcing planning
SLA analysis
Real-time monitoring
Dashboard reporting
Root cause analysis with solution
Task Prioritization
Waterfall Model
Timeline
Work Force Management- Manager
American Express - Global Business Travel
05.2017 - Current
Work Force Management -Manager
Karvy Data Management Sevices LTD
05.2016 - 05.2017
Work Force Management - Assistant Manager
Hinduja Global Services
01.2015 - 05.2016
Work Force Management - Associate Manager
Sutherland Global Services
10.2014 - 01.2015
Work Force Management - Forecaster & Scheduler
Futuresoft india Pvt Ltd
08.2010 - 10.2014
Sr.Command Centre - Analyst (Previous Profile)
Mphasis
04.2006 - 08.2010
Bachelor of Science - Information Technology
BEREVITY INTERNATION INSTITUTE OF MANAGEMNET & TECHNOLOGY
04.2001 -
Disclaimer
I, Liyakath Ali Khan, here by declare that details furnished above are true to the best of my knowledge Place : Bangalore (Liyakath Khan)
ASSESTS
- Ability to work independently or as an integral part of the team.
- Positive attitude to work & good interpersonal relationships.
- Accept challenges and meet deadlines
- Keen learner of new systems and practices.
- Trained on IEX WFM tool
- Stakeholder management
- Cross Functional Leadership