POONAM BAGWALE
Workforce Analyst
Mumbai,Maharashtra
Summary
“ To work in a challenging environment that promises growth as well as opportunity to learn more”
Overview
4
4
years of professional experience
3
3
Languages
Work History
WORKFORCE REAL, ANALYST
SITEL INDIA PRIVATE LIMITED
Mumbai
06.2020 - Current
- Real-Time Queue Management (Service Level Management, break Management, Aux management)
- Schedule adherence notify management.
- Work closely with Management to reach goals
- Reporting – Daily Attendance (interval) agents stat Reports, SL Hourly & EOD, AHT Hourly
- Keys Daily exception request, updates schedules, and responds to the escalated issue an ad-hoc request
- Calls with Clients and onsite WFM about performance and action plan for upcoming weeks (e.g Call volume, AHT, shrinkage, and OT recommendation)
- Outage management
- IEX scheduling, Deviation Reports, Intraday, EOD, MTD Reports and Flash Reports
- Creating and managing agents details in IEX
- Prepare Deviation file for upcoming weeks (based on standard deviation Method)
- Lead the Deviation call and provide recommendation
- Train new hires.
- Knowledge about tools : IEX, CMS, BO, Aspect, Micro strategy, Cisco, etc.
RTA/MIS
TELEPERFORMANCE
Mumbai
11.2019 - 05.2020
- Real Time Management
- Calls in queue handling
- Agent schedule & shift management
- Excel – Reports Daily & intraday, MTD & EOD Reports.
- Call driver update to clients
- Review call with Team Leaders and onsite WFM
- Tardy, OT and PTO coding in Variant application
Education
B. COMMERCE -
UNIVERCITY OF MUMBAI, SST COLLEGE
Mumbai 01.2020 - 1 2021
H. S. C -
SHREE GOURIDATT MITTAL JR. COLLEGE
Mumbai 06.2012 - 2 2013
S. S. C - undefined
AMCHI SHALA
Skills
Analytical Thinkingundefined
Additional Information
Date of Birth: 26th March 1996
Marital Status: Married
Hobbies: Listening to music, Cooking, Teaching.
Timeline
WORKFORCE REAL, ANALYST
SITEL INDIA PRIVATE LIMITED
06.2020 - Current
B. COMMERCE -
UNIVERCITY OF MUMBAI, SST COLLEGE
01.2020 - 1 2021
RTA/MIS
TELEPERFORMANCE
11.2019 - 05.2020
H. S. C -
SHREE GOURIDATT MITTAL JR. COLLEGE
06.2012 - 2 2013
S. S. C - undefined
AMCHI SHALA
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