Mohammad Tohseef
Scheduling Analyst
Dehradun,UT
Summary
Results-driven Business Analyst and Workforce Scheduler with extensive experience in the Global Service Group (GSG) Scheduling Center of Excellence (COE). Expertise in developing and implementing high-performance scheduling strategies tailored for multi-site, multi-skilled global contact centers. Recognized for strong analytical skills, precision, and adaptability, consistently fostering effective team collaboration to meet evolving business needs. Proficient in data analysis, time management, and resource allocation, with a proven track record of enhancing efficiency and productivity in dynamic environments.
Overview
16
16
years of professional experience
Work History
Scheduling Analyst
American Express
07.2016 - Current
- Currently working as a Scheduling Analyst in American Express from last 5 years. Taking care of the planning and scheduling requirements of Travel and Life Services, Credit, and Fraud Departments. Managing various regions, like APAC and EMEA, with a total headcount of 300 CCPs. Expert in generating and maintaining high-performance scheduling strategies for multi-site, multi-skilled, global contact centers. Proven track record in leveraging complex analytics and Workforce Management (WFM) tools to optimize schedule effectiveness, enhance productivity, and improve the customer experience. Adept at influencing senior stakeholders through data-driven recommendations and strategic staffing initiatives. Generate and maintain the health of permanent schedules for a complex, multi-site network of customer care professionals, ensuring alignment with fluctuating customer needs, and business initiatives.
- Collaborate directly with GOCM teams and global stakeholders to build staffing strategies that account for variables affecting the overall health of the schedules.
- Influence leadership decisions by recommending strategic changes in methodologies and processes based on thorough data analysis, and industry trends.
- Provide guidance and direction on scheduling strategies across multiple markets to enhance overall network performance and productivity.
- Implement standard methodologies and innovative solutions to streamline scheduling operations and improve efficiency.
- Monitor and adjust schedules regularly to ensure optimal resource allocation, directly impacting service delivery, and employee satisfaction.
- Manage multiple high-priority tasks within tight timelines, demonstrating strong organizational and troubleshooting skills in a 24/7 global business environment.
Process Developer
GENPACT
06.2013 - 03.2016
- Worked as a Process Developer in GENPACT for a leading US based commercial bank in commercial loans department which provides commercial loans of worth $10MM or more to top Fortune 500 companies. Worked as an auditor and took care whether all the compliance measures had been adhered while processing the loan or not.
Senior Process Executive
Infosys
02.2012 - 06.2013
- Worked as a Senior Process Executive in Infosys for an Australian Client News Ltd in an Accounts payable profile. Handled invoice processing and supplier record management. Also handled suppliers' queries regarding invoices and payments.
Process Associate
GENPACT
03.2010 - 01.2012
- Worked as a Process Associate in GENPACT for an Australian Bank (Blended Process) in a Credit card account origination department. Handled new credit card applications, contacted customers in case of any missing information, and contacted customers' employers for income verification.
Education
B.Com -
Rajastan University
Senior Secondary - undefined
CBSE board
Secondary - undefined
CBSE board
Skills
WFM Tools: Extensive experience with Workforce Management Software (eg, Genesys WFM, Aspect)
Schedule Effectiveness, Forecast Scenarios and Staffing Simulations,
Data Analysis: Statistical analysis, data linking, trend analysis, and large dataset management
Microsoft Excel (Advanced), PowerPoint, and Microsoft Office Suite
Timeline
Scheduling Analyst
American Express
07.2016 - Current
Process Developer
GENPACT
06.2013 - 03.2016
Senior Process Executive
Infosys
02.2012 - 06.2013
Process Associate
GENPACT
03.2010 - 01.2012
Senior Secondary - undefined
CBSE board
Secondary - undefined
CBSE board
B.Com -
Rajastan University