Mudit Gulati

• Implemented Ozonetel for approximately 800 agents. Previously, they were dialing from mobile phones and calls were not being tracked completely
• Created a centralized database for revenue based metrics and calling metrics
• Designed and scheduled multiple Intraday and EOD reports which resulted in figuring out the outliers which became an input for Training team
• Collaborated with quality teams for better feedbacks to agents

• Product Inventory Management for a client (Builders First Source)
• Responsible for initial load of “Location” repository, further adding approval workflows and validation rules
• Adding links to multiple repositories such as “Employee”, “Vendor” and “Stock keeping units.”
• Managing access and user profiles for clients System
• Digital Asset Management for a Client (Pokémon)
• Responsible for setting up Digital assets (Images and videos) for various stock keeping units
• Evaluating client requirements and assign to the team post analyzing the work effort
• Responsible for holding daily internal scrum calls and biweekly sprint reviews.

• Scheduling and Real-time management (WFM) :-

Responsible for monitoring & managing business KPIs real time throughout the day i.e service levels, Occupancy, Idle time, Shrinkages, and adherence to schedule

Scheduled all off the phone activities such as training, Team Meetings etc and recording the same in WFM tool

Creating agent schedules based on volume forecast and optimizing real-time in case of any change in the demand

Closely monitor and analyze agent level performance to ensure the campaign is meeting the required business goals

Active involvement in various portfolio meetings with management about improving performance and agent productivity

Maintained database with Agent details across various WFM & reporting platforms

Co-ordinating with different stakeholders to ensure smooth transition of any recent product development and change management

Working closely with Risk team to determine any changes in the forecast and adjust agent schedules accordingly

Create skeleton staffing plans on an event of holiday or any low volume scenario.

• Reporting Optimization: -

Automated various daily reports using Excel, VBA, Aspect WFM and Avaya

Created a dashboard in MS Excel which tracks total hours an agent as worked and highlights the agents who overworked for the day or week as per the Labor Law of India

This dashboard connected to multiple data points gets refreshed in a single click

Created a tool with a mobile app like UI in Excel, VBA and MS Access for updating the exceptions in WFM application

Supports multiple entries with a click and helped in reducing the manual effort

Created a simple Python script for CCPs that opened 12 programs in a single click which resulted in time saving of monthly 10 hours per month for a CCP

• Planning and Data Intelligence (MIS) :-

Part of the pilot team formed solely to centralize Call Center reporting and to automate the existing reports

Created a centralized database for different Business Unit with data flowing from different data streams with granularity of data ranging from CCP to Business Unit and time granularity of 30minutes

Further created multiple Tableau dashboards using the automated data source

Intraday Performance Report: - This report goes out automatically to leaders every hour through mail 24x7 without any human intervention, contains all KPIs with a time granularity of 30 minutes for a day and gets refreshed every 30 minutes

EOD performance Dashboard: - This report shows overall summary of a day with key KPIs along with the trends for past 30 days and published to senior leadership

Executive Summary Dashboard: - One stop scorecard dashboard for senior leadership to see how different business units and departments are performing with all Call and Workforce related metrics

Performed analysis using these reports, historic data and trends, generated various data driven insights which helped in improving overall process efficiency

• Issue & Downtime Management: -

Rectified various data inaccuracy problems due to aggregation of data from various data sources

Held bridge calls between technical teams and stakeholders to resolve server problems

Co-ordination with various tech teams and operations to identify the RCA

Downtime reporting and impact on production hours.

• Responsible for publishing various reports for each state of USA, for EBT Program’s call center
• Responsible for providing data to WFM team and generating dashboards for WFM team
• Automated multiple reports using VBA and Excel which resulted in huge time savings
• Generated data driven insights for clients and WFM team for outliers such as High ACR, High
• ASA etc
• Redesigned and implemented user documentation for system training.