Md Faizuddin
Mumbai
Summary
With a proven track record at Accenture, I excel in workforce management scheduling, forecasting, capacity planning and real-time analysis, leveraging skills in Advance Microsoft Excel off-line and Google sheet and effective communication. Recognized for streamlining processes and enhancing efficiency, my expertise in problem-solving and data analysis has consistently driven project success and client satisfaction.
With a total work experience of 15 Years (11 years in WFM + 04 Years in Operations) in two more employers like, Teleperformance and Concentrix.
Overview
15
15
years of professional experience
Work History
Workforce Services Analyst
Accenture
10.2019 - Current
- Lead Scheduler
- Prepare Agents monthly Scheduling in IEX Tool for 1500+HC, 8+ sites, 6+ LOBs and 10+ languages Worldwide.
- Interaction with other Accenture and vendor site’s WFM and Operations for scheduling inputs
- Schedule and lead monthly sync up call with all site’s POCs and leadership to ensure we are on the same page with reference to schedule planning.
- Work on schedule based in HC, scheduling assumptions (like AHT/TPH, Shrinkage, Occupancy, etc), Shift duration, Shift model and scheduling constraints.
- Provide ADHOC scheduling simulations on different assumptions for capacity planning
- Analysis on Forecasted volume received from Capacity planning Team and highlight if there is any multi-folded volume or found any anomaly.
- Awarded as “iSS Shining Stars” several times for streamlining and managing the scheduling process in the project.
- o Completed EPL, 3-month training program that is Emerging Leaders Program which is Accenture’s global flagship learning and development initiative for all Client Experience WFM and Operations Team Leads.
- Increased efficiency by streamlining data analysis processes and implementing automation tools.
Mission Control Analyst
Teleperformance
04.2018 - 09.2019
- All WFM Analyst Task in an Email and Chat process
- Manage Project Resources ID and Headcount Management
- Preparation of Daily/ Weekly/ Monthly review decks, presentations
- Action ADHOC report requests
- Raise internal/external ticket in case of any system/ application issue and keep all the stake holders posted on priority & the escalation matrix to be followed till the resolution of the Downtime and maintaining Downtime tracker.
- Awarded as “Best WFM” thrice within a year for managing well the RTA, MIS Reporting.
WFM Analyst
Concentrix
01.2016 - 03.2018
- All WFM RTA Task in an Email process
- Manage Project Resources ID and Headcount Management
- Preparation of Daily/ Weekly/ Monthly review decks, presentations
- Action ADHOC report requests
- Attend centralized and/or site management meeting
- Initiates and manages all WFM communication between centralized and site teams and Concentrix leadership.
- Raise internal/external ticket in case of any system/ application issue and keep all the stake holders posted on priority & the escalation matrix to be followed till the resolution of the Downtime and maintaining Downtime tracker.
- Awarded as “Rising Star” for excellent performing in WFM
- Completed Scheduling Training through Concentrix WFM University
WFM RTA Analyst
Concentrix
07.2014 - 12.2015
- Monitor, Callout, Highlight and Mitigate Service Level, LOB wise transactions on wait, Agent’s skill tagging, shrinkage, AHT, Occupancy, schedule adherence
- Root cause analysis of SLA deviations, action plan development and resolution
- Update approved exceptions and requests from Ops in Agent’s schedules.
- Optimize breaks and in-office shrinkage.
- Schedule ADHOC intra-day training requests
- Daily, Weekly, and monthly MIS reports with accuracy and timeline
- Drive for self-learning and knowledge enhancement through Concentrix WFM University
- Promoted as WFM Analyst for managing well the RTA and MIS Reporting in the project.
Sr. Practitioner of CRM Operations
Concentrix
01.2013 - 06.2014
- Worked as Back Office Analyst with Email Escalation Team in collaboration with client, handling escalated Emails to CEO i.e. Client where escalations are related to Billing, Network and Technical issues of Enterprise accounts, home service accounts, Prepaid/ Postpaid GSM account and Telecom shops etc.
- Led a cross-functional team to successfully complete a major project, exceeding client expectations.
- Established strong relationships with clients, promoting trust and long-term business partnerships.
- Enhanced client satisfaction by providing tailored solutions and consistently meeting project deadlines.
- Awarded as “Super Talented Achiever Award” for outstanding performance in the pilot batch of Email Team of the project.
- Shortlisted for “GROW” (Grooming Resource and Opportunities in Workforce management), a WFM Training program through an entrance Test conducted by CONCENTRIX and completed the same with 1st position in the batch
Practitioner of CRM Operations
IBM Daksh
05.2010 - 12.2012
- Inbound voice process associate (Broadband/landline/TV, Billing, Network and Technical issues and Prepaid/ Post-paid GSM account related), performing within the target AHT and high-performance delivery on all quality parameters and CSAT score.
- Excelled in time management skills, enabling the completion of all daily tasks while providing exceptional care to patients.
- Developed strong working relationships with colleagues and external partners to facilitate effective collaboration on shared goals.
- Increased patient satisfaction scores through excellent communication, empathy, and understanding of individual needs.
- Promoted as “Sr. Practitioner of CRM Operations” with band elevation for performing in all matrices of the project.
Education
Bachelor of Computer Application - Computer And Information Sciences
The University of Burdwan, West Bengal
Purba Bardhaman, West Bengal, India05-2010
Higher Secondary - Science Education
Burnpur Boys' High School
West Bengal Council Of Higher Secondary Education05-2006
Secondary Education - Matriculation
Burnpur Boys' High School
West Bengal Board Of Secondary EducationMaster of Computer Application - Computer And Information Sciences (Pursued)
St. Xavier's College - Kolkata
Indira Gandhi National Open University05-2015
Skills
- Workforce Management Scheduling
- Forecasting and Capacity Planning
- Workforce Management Real Time Analysis
- MIS Reporting
- People Management
- Present meaningful data in front of Client/ Stakeholder
- Microsoft office, Google Apps Script, VB Macro, VBA, Microsoft Power BI and SQL for report automation and database management
- NICE IEX, CMS, Salesforce, Avaya, Verint (Impact 360 / Blue Pumpkin) Workforce Management Suite, G-sheet, and Google studio
- Verbal and written communication
- Complex Problem-solving and Critical Thinking
- RCA, Research and analysis
Playing Cricket and listening to music
In my free time, I enjoy listening to music and playing cricket on my days off
Timeline
Workforce Services Analyst
Accenture
10.2019 - Current
Mission Control Analyst
Teleperformance
04.2018 - 09.2019
WFM Analyst
Concentrix
01.2016 - 03.2018
WFM RTA Analyst
Concentrix
07.2014 - 12.2015
Sr. Practitioner of CRM Operations
Concentrix
01.2013 - 06.2014
Practitioner of CRM Operations
IBM Daksh
05.2010 - 12.2012
Bachelor of Computer Application - Computer And Information Sciences
The University of Burdwan, West Bengal
Higher Secondary - Science Education
Burnpur Boys' High School
Secondary Education - Matriculation
Burnpur Boys' High School
Master of Computer Application - Computer And Information Sciences (Pursued)
St. Xavier's College - Kolkata
Similar Profiles
Uttara MerupulaUttara Merupula
Team Leader at AccentureTeam Leader at Accenture
Anchitha K RAnchitha K R
Senior Software Engineer at AccentureSenior Software Engineer at Accenture
PHANI TEJA NALLAMOTHUPHANI TEJA NALLAMOTHU
Senior Manager, Technology Architecture at AccentureSenior Manager, Technology Architecture at Accenture