Mukteshwar Sharma

Managing the entire life cycle of the capacity plan, overseeing tasks such as recruitment, training, and maximizing revenue and business growth

Collaborating with various stakeholders to understand business requirements and translating them into WFM capacity plans

Continuously monitor and evaluate key performance metrics to identify optimization opportunities

Establishing, promoting, and standardizing activities and processes across forecasting, capacity planning, scheduling and real-time operations

Calibration with recruitment team to bridge the gap on hiring and manage the track

Calibration with Finance team to ensure latest plans for budgeting, backfill & ramp details are updated with accuracy

Maintaining the hiring plan file by conducting weekly call with Ops, Training, Finance & hiring team.

Planning the end – end capacity as per the resources required by the client

Analyzing the trend of historical performance and forecasting assumptions based on Calls, Seasonality, AHT, Shrink, etc. to determine futuristic staffing requirements

Calibrating with client regularly for waivers related discussion. Maintaining a bridge between Global Command Center, Client and Operations to assure a smooth functional team.

l To ensure agent creation, skilling, agent removal is done on tools without any misses by WFC team

l Maintaining head count report, weekly schedules and rolling out Projections and Deviations

l Maintaining compliance, adherence and schedules as per the designed requirement

l Generating Schedules and tracking and updating all agent exceptions, PTO, Absenteeism, attrition and other off phone activities in IEX to ensure schedules are fully loaded before release

l Guiding on site WFCs, RTAs / Operations on awaiting calls, missed adherence and make up of lost KPI

l Leading GCC team and ensure the development of business and the team both. Create development plan for all the team members and upskill them with different upskilling sessions

l Developed multiple Excel templates to help in reducing manual intervention resulting in reduced workload and increased accuracy (HC Template, Deviation report, Absenteeism Report, Adherence Report)

Managing Real time Queue
Send Hourly reports to operations
Analyzing the staffing and approaching operations for Over Time whenever required
Worked on IEX for editing the schedule on a real time basis whenever required
Worked on Avaya CMS for Real Time Monitoring and Reports

l Managing Real time Queue

l Send Hourly reports to operations

l Analyzing the staffing and approaching operations for Over Time whenever required

l Worked on Aspect (E-WFM) for editing the schedule on a real time basis whenever required

l Worked on Avaya CMS for Real Time Monitoring and Reports

· Took Inbound Customer care calls for Vodafone Mumbai Postpaid customers

· Selected to take calls for Vodafone Mumbai Platinum & Gold Customers in six months

· Selected to take Escalations & VVIP calls for Mumbai Platinum, Gold & HNI Customers

Got promoted as Acting - Team Leader in November, 2013.

l Responsible for management of Customer Service Advisor, Company relationship, co-ordinate all CSA activities needs with appropriate internal Department, Manage all the activities of CSA, expectations and provide feedback, provide strategic solution to enhance the Customer Service Advisor and business

l Strong Communication Skills, Convincing ability, Mature, Self-motivated, Accessible, Analytical Skills, Focus on Quality, Target Oriented, Crisis and conflict management, Decision Making, Enthusiastic, High on Integrity, Receptive to feedback.