Summary
Overview
Work History
Education
Skills
Timeline
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Mehjabeen

Team Lead WFM
H.no.-C-59, Street. No.-4, Radhey Shyam Park

Summary

Dedicated Team Leader with expertise in quality assurance initiatives, issue resolution and interpersonal communication. Proficient with project management, personnel training and production scheduling. Sets example for work ethic, punctuality and quality.

Overview

8
8
years of professional experience

Work History

Lead WFM

Concentrix+Webhelp
Gurugram
03.2023 - Current
  • A dynamic professional with more than 7 years of experience in WFM and Service Operations.
  • Currently working on 3 international projects. I have ability to manage, co- ordinate and balance multiple and varied projects in a time-sensitive environment
  • Managing scheduling. Rotation, Planning Packs and Shrinkage Data with my team
  • Analyzing previous weeks trend to calculate forecasted numbers for upcoming weeks in cap plan
  • Direct interaction with the client to share & discuss the required details. Most importantly we share plan for upcoming week and highlight the numbers if delivered hours are not as per the locked hours in live or previous week
  • Discuss the solution with clients if we can drive Overtime or we need to hire new batch
  • Developed strategies for problem solving and conflict resolution among team members.
  • Coordinated team activities and delegated tasks to ensure efficient completion of projects.

Senior Workforce Analyst

Webhelp India Pvt. Ltd
Gurugram
08.2019 - 03.2023
  • Analyzed labor utilization data to identify trends and determine areas of improvement.
  • Developed and implemented workforce planning strategies to ensure optimal staffing levels and improve efficiency.
  • Handled all schedule-related requests, including PTO, shift swaps and overtime.
  • Determined appropriate schedules and made proactive adjustments to meet coverage and service objectives.
  • Working to prepare the schedules for international client for complete geography of 3 months as well as data analysis as per the client need and requirements for smooth function of precess.

Lead WFM

Concentrix Daksh India Pvt. Ltd.
Gurugram
03.2018 - 08.2019
  • Performed regular audits of existing scheduling processes and procedures to identify areas for improvement.
  • Created reports on daily, weekly and monthly basis regarding employee attendance, payroll information
  • Coordinated with various stakeholders to develop staffing plans that meet operational requirements.
  • Maintained detailed records of WFM activities for audit purposes.
  • Worked of eWFM Aspect and Avaya tools

Workforce Real Time Analyst

Teleperformance
Gurugram
01.2017 - 02.2018
  • Monitored real-time labor performance metrics and identified areas for improvement.
  • Developed reports on employee productivity, overtime utilization, and attendance trends
  • Maintained records of employee absences, tardiness, and other time-related issues.
  • Performed regular audits of timekeeping systems to identify discrepancies or errors.
  • Generated ad hoc reports upon request from senior leadership team members.
  • Handled all schedule-related requests, including PTO, shift swaps and overtime.
  • Eliminated downtime and maximize revenue by providing top project quality control

Customer Service Representative

Teleperformance
Gurugram
08.2016 - 12.2016
  • Maintained a professional, friendly, understanding demeanor with customers at all times, receiving 100+ positive emails of customer reviews.
  • Manages customer returns and complaints with an understanding demeanor with an increasing customer brand loyalty.

Education

B.Sc. (hons.) - Mathematics

Lakshmi Bai College
Delhi
06.2017

Skills

    Knowledge of eWFM, Aspect, Alvaria, Teleopti, Avaya tool, MS Excel and MS Powerpoint

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Timeline

Lead WFM

Concentrix+Webhelp
03.2023 - Current

Senior Workforce Analyst

Webhelp India Pvt. Ltd
08.2019 - 03.2023

Lead WFM

Concentrix Daksh India Pvt. Ltd.
03.2018 - 08.2019

Workforce Real Time Analyst

Teleperformance
01.2017 - 02.2018

Customer Service Representative

Teleperformance
08.2016 - 12.2016

B.Sc. (hons.) - Mathematics

Lakshmi Bai College

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Mehjabeen Team Lead WFM