Hi, I’m
Narendra Singh Bisht
New Delhi
Summary
Workforce management with 7 years' experience in Forecasting & Planning, Scheduling, RTM and Reporting. Overall, 13-years work experience.
Knowledge of complete workforce management methodologies and vendor management.
Results-driven Assistant Manager WFM with a proven track record of enhancing productivity and efficiency through effective task completion. Possess specialized skills in workforce management, scheduling optimization, and performance analysis. Excel in communication, teamwork, and problem-solving to achieve organizational goals.
Overview
13
years of professional experience
1
Certification
5
years of post-secondary education
Work History
SBI Card
ASSISTANT MANAGER WFM
09.2022 - Current
Job overview
- Forecasting, Planning and scheduling
- Collaborated with senior management in strategic planning sessions, contributing valuable insights for driving business growth.
- Helping meet changes in demands- connect with marketing and strategies team on regular basis to understand the future planning and do changes accordingly
- Review capacity file and schedules with all the in-house and outsource centers
- Vendor management
- Day and interval wise forecasting accuracy review with leadership
- Data analysis and Aspect tool management
- Update midterm planner for next six months based on historical trend and forecasted call volume
- Update ASBR(Automatic skill based routing) for different services and 9 languages
- Team management- Scheduling and RTM team
- Drove continuous improvement initiatives within the team, resulting in enhanced service delivery standards and increased customer satisfaction ratings.
Concentrix Daksh services India pvt. ltd
TEAM LEADER AND ANALYST, PLANNING & SCHEDULING
01.2019 - 08.2022
Job overview
- Planning & scheduling and manage RTM team for North American account
- Update and publish weekly review deck and Shift bidding in every 3 months
- Planning pack call with WFM and Operation, and Release schedule( IEX and aspect EWFM).
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
Concentrix Daksh services India pvt. ltd
LEAD WORKFORCE ANALYST
08.2017 - 01.2019
Job overview
- RTM- Real time management of queue, Real time Analysis and manage call volume, Analyze call volume patterns, Collaborate with supervisors and managers, Identify call volume trends, Create daily/weekly/monthly reports.
- Managed overtime, shift swaps, breaks and VTO requests.
- Developed comprehensive reports for management, providing insights on workforce trends and recommendations for improvement.
- Conducted performance reviews and provided feedback to managers on employee performance.
IBM Global Process Services Private Limited
SENIOR EXECUTIVE (OPERATIONS)
09.2011 - 08.2017
Job overview
- Process health insurance claims, Recovery analysis with over-payment department, Rework Processor with rework team.
Education
IGNOUNew Delhi
PGDCA from Computer Applications
08.2007 - 03.2009
Kumaun University NainitalHaldwani, Nainital
Bachelor in Computer Application
07.2004 - 09.2007
Skills
- Forecasting, Manpower Planning and Scheduling
- Team handling and vender management
- Contact center methodologies and Operational principles
- Time-series Forecasting Methods and Regression Model
- WFM Tool- ASPECT, AVAYA, Genesys, CISCO, IEX and CSS
- Advanced Microsoft Excel,
- Analytical and Quantitative skills
- Strong work ethic, flexible and adaptable
- Problem solving skills
- Teamwork and Collaboration
Certification
- Fundamentals of BPO
- Real Time Management
- Alvaria workforce Advance Forecasting - Understanding Forecasting parameters
- Workforce Management Forecasting Essentials
- Scheduling Essential
- Template Based scheduling
Accomplishments
- Got best performance award 2020
- Wall of the fame award 2021
- 2023-Appreciations to manage WFM Aspect tool for Forecasting and achieve the Forecast accuracy target
- 2023-Appreciation from COPC team for Forecasting and scheduling and get COPC certified for WFM team
Languages
English
Hindi
Personal Information
- Father's Name: Mr. Govind Singh Bisht
- Date of Birth: 02/23/85
Hobbies and Interests
- Cooking
- Watching movies
- Playing cricket
- You tubing
Training
- Fundamentals of BPO
- Real Time Management
- Scheduling Basics & Advanced
- Forecasting Essentials
- Alvaria workforce Advance Forecasting - Understanding Forecasting parameters
- Capacity Planning
- Aspect training (scheduling and forecasting)
Disclaimer
I declare that the above information is true to the best of my knowledge.
Date: //
Place: Narendra Singh Bisht
Timeline
ASSISTANT MANAGER WFM
SBI Card
09.2022 - Current
TEAM LEADER AND ANALYST, PLANNING & SCHEDULING
Concentrix Daksh services India pvt. ltd
01.2019 - 08.2022
LEAD WORKFORCE ANALYST
Concentrix Daksh services India pvt. ltd
08.2017 - 01.2019
SENIOR EXECUTIVE (OPERATIONS)
IBM Global Process Services Private Limited
09.2011 - 08.2017
IGNOU
PGDCA from Computer Applications
08.2007 - 03.2009
Kumaun University Nainital
Bachelor in Computer Application
07.2004 - 09.2007
- Fundamentals of BPO
- Real Time Management
- Alvaria workforce Advance Forecasting - Understanding Forecasting parameters
- Workforce Management Forecasting Essentials
- Scheduling Essential
- Template Based scheduling
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