Nymika Rajesh
Mala
Summary
Responsible for daily, weekly and monthly administration of the workforce management system to ensure all departments were properly staffed to manage inbound/outbound calls in an efficient and productive manner. Analyzed call volumes and patterns and reported forecast and actual performance for sites and/or call handling groups. Maintained other information needed for accurate forecasting.
Overview
5
5
years of professional experience
Work History
Senior RTA - WFM
Mphasis
Bangalore
03.2023 - Current
- In charge of the agent productivity, activity, adherence, and break reports on an intraday, daily, weekly, and MTD basis.
- Knowledgeable about programs like Bright Pattern, IEX, and Playvox.
- Plan for contingencies, report variances, and oversee timetable adherence and exceptions. For the voice and chat teams, weekly and monthly schedules were made, and adjustments were made based on forecasts to ensure SLA.
- Modified the schedule and break/lunch patterns after analyzing the SLA.
Senior Real Time Analyst -WFM
Lumina Datamatics
Chennai
10.2022 - 03.2023
- Monitor and manage intraday work volumes, handle time, daily attendance, break schedules and other client deliverables
- Manage schedule adherence and exceptions, report deviations, plan for contingencies
- Maximize employee productivity through effective resource utilization
- Produce daily, weekly and monthly reports
Senior real time Analyst - WFM
Sutherland Global Services
05.2020 - 10.2022
- Monitored real time queue and made timely adjustments to ensure service levels are being met
- Answered business operations questions from all levels of management and made recommendations to improve service level while reducing cost
- Provided the interval wise report with performance details of the queue, weekly performance status reports
- Team is responsible to send the Daily/weekly/ Monthly reports depends on the projects as well as need to work on various ad hoc requests from the Sr
- Leadership
- Preparing and publishing the daily and monthly data
Education
BTech. - Electronics & Communication Engineering
Federal Institute of Science & Technology (FISAT)
AngamaliPLUS TWO -
St. Marys GHSS Kuzhikkattussery
Skills
- Microsoft office packages
- Staffing requirement
- Team building
- Managing schedules
- Good communication skill
- Playvox
- IEX
- Brightpattern
Hobbies and Interests
- Music
- Exploring new restaurants and foods
- Cooking
Disclaimer
I hereby declare that the above given information is true and correct to the best of my knowledge and belief.
Timeline
Senior RTA - WFM
Mphasis
03.2023 - Current
Senior Real Time Analyst -WFM
Lumina Datamatics
10.2022 - 03.2023
Senior real time Analyst - WFM
Sutherland Global Services
05.2020 - 10.2022
BTech. - Electronics & Communication Engineering
Federal Institute of Science & Technology (FISAT)
PLUS TWO -
St. Marys GHSS Kuzhikkattussery
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