Mohammed Khaleel Basha
Hyderabad
Summary
A motivated, goal oriented natural team player ready to accept challenges willingly. Looking forward to work in an organization wherein self can use my skills and capabilities to contribute its profitability and growth. Hard working, Confident, Effective Communicator, Good Coordination and Management skills, Quick Decision Maker, quickly adaptable to new environments, willing to work in shifts.
Overview
17
17
years of professional experience
Work History
Workforce Services Analyst
Accenture Solutions Private Limited
05.2024 - Current
- Optimized reporting and feedback processes to enhance operational efficiency and performance tracking.
- Managed workforce scheduling, including queue allocation and break planning, to maintain service levels.
- Identified and escalated critical feedback to leadership to ensure SLA compliance and continuous improvement.
- Oversaw real-time queue management at both site and line-of-business levels, making data-driven adjustments.
- Analyzed historical call volume trends to forecast demand and improve SLA performance.
- Monitored key metrics, including absenteeism and agent performance, to assess impact on call volume.
- Developed and distributed performance reports (intraday, daily, weekly, and monthly) to drive operational efficiency.
- Partnered with leadership to address business challenges and deliver actionable insights.
Senior Associate MIS
Tech Mahindra LTD
05.2023 - 05.2024
- Monitored real-time agent schedule adherence using workforce management tools, promptly addressing deviations via Desk Alerts.
- Collaborated with Workforce Management (WFM) and Traffic Analysts to ensure seamless coverage and real-time data sharing for optimal campaign performance.
- Partnered with Operations Management to enforce schedule compliance and call time thresholds, maintaining service level agreements (SLAs).
- Provided real-time staffing insights to leadership, supporting data-driven decisions on overtime (OT), voluntary time off (VTO), and off-phone activities.
- Generated and compiled historical reports to assess campaign performance and identify trends.
- Managed real-time exceptions in WFM software to ensure accurate workforce tracking.
- Developed and distributed performance reports (intraday, daily, weekly, and monthly) to drive operational efficiency.
- Tracked and analyzed attendance trends, offering actionable recommendations to balance understaffing and overstaffing.
- Evaluated call arrival patterns and proposed strategic adjustments to enhance customer experience and operational effectiveness.
Operations Reporting Analyst
Sitel
03.2016 - 05.2023
- Company Overview: SITEL is the leading global business process outsourcing provider of customer care and complementary back-office processes
- Develop schedules based on historical volume trends and create corresponding rosters.
- Participate in weekly and monthly calls with client operations teams to discuss challenges and future strategies.
- Monitor absenteeism, performance, and call volume impacting factors.
- Utilize Amazon Connect and Genesis tools.
- Prepare and distribute productivity/quality performance dashboards.
- Design performance tracking templates for real-time monitoring.
- Manage client incentives for billing and employee payouts.
- Collaborate with management to address business and information needs.
- Collect and analyze data from Tableau and ServiceNow for business reports, ensuring accuracy.
- Resolve moderately complex technical reporting issues, approaching problems with a fresh perspective.
- SITEL is the leading global business process outsourcing provider of customer care and complementary back-office processes
Customer support Professional (Technical)
Sitel
02.2010 - 02.2016
- Company Overview: SITEL is the leading global business process outsourcing provider of customer care and complementary back-office processes
- Acted as a key support resource in the absence of Team Leads (TL) and Subject Matter Experts (SME), ensuring seamless operations on the floor.
- Managed and escalated critical issues while handling Supervisor-level chats to resolve customer concerns effectively.
- Provided technical guidance and inputs to team members to enhance performance and resolve complex issues.
- Delivered constructive feedback to managers on team performance, contributing to continuous improvement.
- Focused on low-performing agents, providing coaching and support to help them achieve daily targets.
- Resolved technical issues related to email programs such as Outlook Express, MS Outlook (2003, 2007, 2010), Windows Mail, and Windows Live Mail.
- Configured and troubleshot dial-up connections, resolving connectivity issues efficiently.
- Addressed and resolved DSL and Cable connection issues, ensuring uninterrupted service for customers.
- Configured and troubleshot modems and routers to optimize network performance.
- SITEL is the leading global business process outsourcing provider of customer care and complementary back-office processes
Technical Support Executive (TSE)
Brigade Corporation
04.2008 - 04.2009
- Company Overview: Brigade is focused on providing business process outsourcing (BPO) services and knowledge process outsourcing (KPO) services for global corporations through voice support, email, web chat and transactions.
- Provided email support to Hewlett-Packard (US) customers.
- Resolved desktop and laptop issues.
- Achieved customer satisfaction targets.
- Generated leads.
- Brigade is focused on providing business process outsourcing (BPO) services and knowledge process outsourcing (KPO) services for global corporations through voice support, email, web chat and transactions.
Education
B. Com -
Rayalseema University
Kurnool01.2021
Diploma - Computer Science and engineering (CSE)
Government Polytechnic for Minorities
KURNOOLS.S.C -
L.R.G English Medium High School
ANANTAPURSkills
- Microsoft Excel proficiency
- Basic SQL skills
- Data analysis techniques
- Troubleshooting expertise
- Reporting systems management
- Dashboard design
- Process Improvement
- Performance reporting
- Workforce management
- Schedule optimization
- Real-time monitoring
- Operational efficiency
- Effective communication
- Collaborative problem solving
Accomplishments
- Best support employee in first quarters of joining for Tech Mahindra and Accenture
- Created a common reference document for process related solutions
- Awarded certificate for 'REACH FOR STAR' AND 'SHINING STAR'
- Successfully mentored 6 new hire batches with their certification process.
- SPOC for career campus training program for ORA trainees.
Hobbies and Interests
- Playing caroms
- Watching cricket
- Online games
Languages
- English
- Hindi
- Telugu
- Urdu
Personal Information
- Date of Birth: 05/13/84
- Marital Status: Married
Timeline
Workforce Services Analyst
Accenture Solutions Private Limited
05.2024 - Current
Senior Associate MIS
Tech Mahindra LTD
05.2023 - 05.2024
Operations Reporting Analyst
Sitel
03.2016 - 05.2023
Customer support Professional (Technical)
Sitel
02.2010 - 02.2016
Technical Support Executive (TSE)
Brigade Corporation
04.2008 - 04.2009
B. Com -
Rayalseema University
Diploma - Computer Science and engineering (CSE)
Government Polytechnic for Minorities
S.S.C -
L.R.G English Medium High School
Similar Profiles
Rajavarman RRajavarman R
Network and Services Operations Analyst (SME) at Accenture Solutions Private LimitedNetwork and Services Operations Analyst (SME) at Accenture Solutions Private Limited
JOSEPH PRINCE HEIDENJOSEPH PRINCE HEIDEN
NA at Accenture Solutions Private LimitedNA at Accenture Solutions Private Limited
Sudarshan MandalSudarshan Mandal
Senior Business Analyst at Accenture Solutions Private LimitedSenior Business Analyst at Accenture Solutions Private Limited