Manoj Pandey
WFM Analyst
New Delhi
Summary
Knowledgeable Workforce Analyst successful gathering, reviewing and modeling information to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities. Over 3+ years of experience in workforce assessment.
Overview
4
4
years of professional experience
3
3
years of post-secondary education
Work History
WFM Analyst
iEnergizer IT Services Private Limited
Noida
09.2020 - Current
- Intraday real-time monitoring of service levels and agent performances for all LOB's (Phone, Chat and Email).
- Set and adjusted to schedules to maintain optimal coverage and service levels thereby achieving the ILA (Interval Level Adherence)
- Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals.
- Managed overtime, shift swaps, breaks and PTO requests.
- Monitoring agent activity and providing feedback to Operation leaders in real-time
Senior Customer Service Representative
Concentrix Daksh Services India Private Limited
Gurgram
08.2017 - 05.2019
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Greeted customers and listened closely to problems described to determine solutions.
- Trained and directed new employees in call script use, conflict resolution and data entry practices to boost customer satisfaction ratings.
- Informed customers of product, price and policy changes to educate on issues and resolve concerns.
Education
Bachelor of Arts - Logistics And Materials Management
College of Vocational Studies, Delhi Universiy
New Delhi, India 04.2009 - 06.2012
Skills
Staffing requirements
Timeline
WFM Analyst
iEnergizer IT Services Private Limited
09.2020 - Current
Senior Customer Service Representative
Concentrix Daksh Services India Private Limited
08.2017 - 05.2019
Bachelor of Arts - Logistics And Materials Management
College of Vocational Studies, Delhi Universiy
04.2009 - 06.2012
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