Payadhi Saha

Expert in data analysis and process optimisation, successfully enhancing customer experience and achieving service goals. proven track record in team leadership and strategic planning .Spearheaded automation initiatives, improving report accuracy and timeliness, while managing a high-performing team of 15.

• Learning new skills
• Listening to interviews of extraordinary personalities

• CMS & Avaya
• Verint Tool
• Report automation from CMS
• Genesys
• CC Pulse
• Cisco

• Axis Bank, Capacity planning & Scheduling for all vendors to manage our service goals, Vendor Management, Monthly Billing Audit, Creating Long term & short term forecasting, Creating structure for MIS related reports. Checking Timeliness & Accuracy of reports sent. Automation of reports from Avaya CMS, IVR & PRI Management. In case high PRI utilization highlighting it to management so necessary action can be taken, Creating yearly / Monthly plan so we can close the year within budget, Currently handling 15 members team, Customer Experience improvement projects
• First Source Solutions LTD, Planning & scheduling for east locations, Sending alerts which will impact the business. Sending Cost saving measures to Sr. Management, Sending RTA & MIS related reports. Checking Timeliness & Accuracy of reports sent., Automation of reports from Avaya CMS, Updating compliance report for Pan India locations
• Tata Sky, Looking after Capacity planning & Scheduling part of call centres, Sending alerts which will impact the business, Automation of reports
• Vodafone, MIS Reporting of different Process, Sending alerts which will impact the business, Automation of reports
• Concentrix, Managing WFM Team, Forecasting & HC planning, Creating MIS Structure, Coordinating with operation for better Delivery