Md Sarfaraj
Kolkata
Summary
Dynamic professional with extensive experience at Tata Consultancy Services, specializing in workforce management and operational efficiency. Proven track record in optimizing resource allocation and enhancing team performance through targeted training initiatives. Proficient in Microsoft Excel and skilled in data analysis, driving strategic decision-making and consistently achieving service level agreements.
Overview
16
16
years of professional experience
Work History
Assistant Manager
Tata Consultancy Services
Kolkata
01.2025 - Current
- Managed multiple lines of business while balancing costs and service quality.
- Executed intraday management for US client, ensuring adherence to service level agreements.
- Maintained timelines and accuracy for all client deliverables.
- Developed team training plans to enhance skills and performance.
Business Process Lead
TCS
Kolkata
12.2019 - 12.2024
- Managed real-time resource allocation to optimize operational efficiency.
- Oversaw skill development initiatives, fostering team capabilities and alignment with operational goals.
- Produced daily performance reports for agents, showcasing key performance indicators to inform client strategies.
- Shared capacity planning reports with clients to facilitate strategic decision-making.
- Generated monthly billing reports for clients, ensuring transparency and accuracy in financial transactions.
Sr. Reporting Specialist
Etech
Gandhinagar
07.2019 - 11.2019
- Performed KPI analysis for various client campaigns, sharing insights with senior management team.
- Ensured adherence to service level agreements through diligent monitoring.
- Streamlined reporting procedures to improve data interpretation and utility.
Lead WFM
Advantmed LLP
Ahmedabad
03.2018 - 07.2019
- Conducted capacity planning by forecasting volume, occupancy percentage, shrinkage percentage, and attrition rates.
- Developed hiring batch plans aligned with project timelines.
- Established milestones based on project deadlines to track progress.
- Executed manpower planning at project level in accordance with deadlines.
- Allocated resources effectively across projects to meet demands.
- Managed real-time operations to minimize idle time and maximize productivity.
- Performed cost analysis to identify savings and optimize budget allocation.
Sr. WFM Executive
Tech Mahindra
Ahmedabad
08.2016 - 03.2018
- Conducted capacity planning using forecast calls, AHT, occupancy, shrinkage, and attrition metrics.
- Monitored real-time adherence by managing queues and breaks, optimizing advisor availability.
- Projected service levels to ensure operational efficiency.
- Scheduled advisors to align with shift timing requirements, enhancing operational flow.
- Created schedule adherence reports to verify compliance, supporting performance accountability.
- Prepared daily attendance, shrinkage, and attrition reports for performance tracking.
- Maximized seat utilization through strategic seating plans.
- Participated in weekly client WFM meetings to discuss scheduling prospects.
WFM Executive
Advantmed
Ahmedabad
08.2015 - 07.2016
- Executed manpower planning to ensure workforce aligned with required skill sets for operational success.
- Conducted real-time monitoring to enhance operational efficiency.
- Compiled daily attendance and shrinkage reports to assess performance and inform staffing decisions.
- Analyzed attrition reports to identify trends and inform strategies for enhancing employee retention.
- Developed agent and lead dashboards to track performance metrics.
- Created KPI dashboards for strategic decision-making.
- Generated comprehensive cost and financial reports to evaluate revenue versus expenses.
WFM Executive
Serco BPO
Vadodara
11.2013 - 08.2015
- Developed agent schedules and allocated manpower based on forecasted volume
- Analyze the scheduling through planned vs. actual
- Real time management and raise the alarm to the respective process owner if any kind of uncertainty visible in the process
- Compiled Process Performance Report to assess efficiency and effectiveness
- Prepared agent dashboard to track the agent performance
- Distribute the forecasted volume as per volume arrival pattern
- To track the IVR we have pulled the data from application and prepared IVR Report
- To see which are the option customer has opted in IVR to know his/her query we have prepare the Traversal Report
- Created Internal Dashboard to present SLA metrics to upper management
- To know the customer are satisfied with the resolution provided by our agent we have prepared Agent CSAT Report
- Shrinkage and Attrition Report
- Managed employee attendance records
MIS Executive
KKM Incorporates
Vadodara
07.2012 - 11.2013
- Generated daily, weekly, and monthly sales reports to track performance trends
- Generate financial and accounting statements
- Established unique customer IDs to enhance data accuracy and retrieval
- Collaborated with sales executive on strategic initiatives to align efforts
MIS Executive
Tech Mahindara
Gandhinagar
07.2011 - 07.2012
- Generated real-time performance reports for immediate analysis and decision-making
- Compiled CWN report detailing SLA numbers for daily and monthly performance
- Preparing Instant Customer Engagement (ICE) Report
- Agent & Team Leaders Performance Report
- Stake Ranking of Agents and Team Leaders
- Scheduled optimal staffing levels based on volume arrival patterns
CSA
Tech Mahindara
Kolkata
11.2009 - 07.2011
- Answered inbound customer calls and resolved issues to enhance customer satisfaction
- Analyzed FCR, repeat call data, and conducted SR audits to identify trends and improve service quality
- Assisted customers with product inquiries and technical support.
- Resolved complaints and provided solutions for customer issues.
Education
Class X -
W.B.S.E
Kolkata07.2023
B.Com -
Calcutta University
Kolkata07.2009
Higher Secondary -
W.B.H.S.E
Kolkata07.2008
Skills
- Real time management
- Capacity Planning & short term forecasting
- Scheduling
- Create and Analyze reports
Hobbies and Interests
Watching TV and OTT
Application Knowledge
- Avaya
- CMS
- IEX
- NICE
- Genasys
- Microsoft Excel
- Microsoft PowerPoint
- Tableau
- Basics of SQL
- Basics of Access
- CISCO
Timeline
Assistant Manager
Tata Consultancy Services
01.2025 - Current
Business Process Lead
TCS
12.2019 - 12.2024
Sr. Reporting Specialist
Etech
07.2019 - 11.2019
Lead WFM
Advantmed LLP
03.2018 - 07.2019
Sr. WFM Executive
Tech Mahindra
08.2016 - 03.2018
WFM Executive
Advantmed
08.2015 - 07.2016
WFM Executive
Serco BPO
11.2013 - 08.2015
MIS Executive
KKM Incorporates
07.2012 - 11.2013
MIS Executive
Tech Mahindara
07.2011 - 07.2012
CSA
Tech Mahindara
11.2009 - 07.2011
Class X -
W.B.S.E
B.Com -
Calcutta University
Higher Secondary -
W.B.H.S.E