Mohan Thomas
Summary
Dynamic Senior Analyst with expertise in Workforce Management at American Express Global Business Travel. Proven track record in optimizing staffing and enhancing SLA adherence. Skilled in real-time queue monitoring and performance analysis, leveraging IEX and Avaya CMS. Adept at delivering actionable insights, fostering collaboration, and driving operational excellence.
Overview
14
14
years of professional experience
Work History
Senior Analyst - RTA
American Express Global Business Travel
10.2024 - Current
- Manage real-time operations and SLA compliance.
- Optimize staffing and queue performance.
- Deliver operational insights to leadership for decision-making.
- Designed scalable scheduling routines enabling global consistency and application.
- Led initiative to improve WFM KPIs, enhancing forecasting accuracy , scheduling accuracy and cycle times
Real-Time Analyst - WFM
Sutherland Global Services
12.2015 - 10.2024
- Monitored real-time queues and managed intraday staffing adjustments.
- Maintained service levels and tracked schedule adherence using IEX.
- Produced interval, daily, weekly, and monthly reports for leadership.
- Created and supported WFM/RTA operational procedures.
- Used Avaya CMS for reporting and performance analysis.
Consultant
Sutherland Global Services
04.2014 - 12.2015
- Delivered technical support to international clients.
- Managed queues and monitored volumes to support SLA achievement.
- Maintained databases and prepared recurring production reports.
Collection Executive
Charter BPO Solutions
05.2012 - 12.2013
- Handled collections processes for Australian financial accounts through telephone-based customer interaction.
Education
BA - Economics
Albedo School of Business Management
KeralaSkills
- Workforce Management
- Real-Time Queue Monitoring
- Intraday Management
- SLA Adherence
- Schedule Adherence Tracking
- IEX Workforce Management
- Avaya CMS
- MIS Reporting
- Excel Reporting
- Performance Analysis
- Queue and Staffing Optimization
- Contact Center Operations
Languages
- English
- Hindi
- Malayalam
- English
- Hindi
Timeline
Senior Analyst - RTA
American Express Global Business Travel
10.2024 - Current
Real-Time Analyst - WFM
Sutherland Global Services
12.2015 - 10.2024
Consultant
Sutherland Global Services
04.2014 - 12.2015
Collection Executive
Charter BPO Solutions
05.2012 - 12.2013
BA - Economics
Albedo School of Business Management