Prem Prabhat Tirkey
MIS & WFM Assistant Manager
Jamshedpur
Summary
To obtain a position where I can implement my technical and functional skills to enhance customer experience in BPO Service Management. To increase my leadership abilities through regularly encountering and solving problems. Learning new skills, working in diverse domains to enhance my skills for careers advancements.
Overall 15 years of experience in domestic inbound, international Inbound Process and 4 months of Outbound BPO. Experience in multiple domains (Voice/MIS/WFM/Team Leader) Excellent in process handling (Real time monitoring SLA and TAT,KRA & KPIs) Experience in managing Adhoc and daily reports in any critical circumstances. Experience in working hourly and batch wise reports and performance on process transition period. Received many Internal and External Client appreciations in Q connect as well as Tech Mahindra. Received high commendations within Q connect and Tech Mahindra for any challenges in excel reports. Excellent data management and Internal as well as external client’s communication skills. Excellent knowledge to Preparing External Dashboards with accuracy and internal reports without any escalation. Excellent working experience in ID management, Adhere report timeline, Rostering and capacity planning to higher management etc. Good Experience in Team Handling as Team Leader and Assistant Manager in MIS and WFM. Good Team Management Skills developed in MIS and Operation. Excellent in Team Motivation towards Weak Advisors and help to improve their Skills. Good interaction with client and weekly review for up building the process. I use to prepare review deck weekly and monthly for better performance.
Overview
17
17
years of professional experience
3
3
Languages
Work History
MIS/WFM AM
QConneqt
- Current
- To maintain high level of team bonding and floor management to ensure the SLA/KRA/KPI delivery with expected goal & TAT.
- Co-ordinate with the team members and reporting authorities to get all on the same page.
- Ensuring team performance for each team member according to their seniority.
- Keep parameter wise track record of every team member to ensure proper delivery of targets on every parameters for performance according to the Goal sheet.
- Meeting with Operation, Quality and Training specialist to understand with the error reasons and get them settled.
- Analyzing operation and Quality requirements and act accordingly by sharing through reports.
- Real-time checks for any ongoing process/technical issues on floor for avoiding unwanted hits on SLAs.
- We use to prepare the Reports on daily basis and RTM to manage the queue and highlighting on mail as well as in Whatsapp group.
- Recognize the performer and motivate the other team members to create performers.
- Managing Reports of many circles and center of different LOB’s of agents for Prepaid Desk in maximizing Agent and client satisfaction through qualitative reports delivery.
- Coordinate with Second level support and Third party teams in ensuring prompt resolution of issues.
- Optimium resource utilization for maintenance of service levels.
- Generate & update the senior leadership team with various updates aligned to business requirements.
- Publishing reports and Implementation procedure and sessions for reducing high AHT, high Repeat of weak agents to Team manager and launched projects to achieve the goal sheet by client for the overall process.
- Supported and accurate way or suggestions to Team leaders to achieve process KPI/KRA.
- Preparing RCA while any escalations OR required SLA of the particular LOB's not met.
- Helped MIS associates and Team Leader on every critical reports.
- Achieved targets for me and helped other team mates too.
- Escalated & highlighted critical issues to the senior leadership team.
- Deliver report on given Timeline with accuracy.
- Deliver SLA in green with Low AHT and good quality.
- Main Goal on daily basis to track and achieve the KRA's on different Parameters.
- Highlighted the drawbacks and malfunction practice causing hamper to process.
- Groomed & mentored new MIS and RTM who recruits.
- Known as Digitide
WFM/MIS Sr. Executive
TECH MAHINDRA PRIVATE LTD
06.2019 - 08.2022
- Established long-term client relationships through consistent delivery of high-quality products and services.
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
- Developed innovative solutions to complex problems, resulting in improved organizational performance.
- Mentored junior staff members for accelerated career growth, developing future leaders within the organization.
- Collaborated with stakeholders to develop actionable strategies that aligned with corporate goals and objectives.
- Enhanced operational efficiency by streamlining workflow processes across multiple departments.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Reduced operational risks while organizing data to forecast performance trends.
WFM/MIS Executive
TATA BUSINESS SUPPORT SERVICE LTD.
09.2009 - 10.2019
- Produced monthly reports using advanced Excel spreadsheet functions.
- Used statistical methods to analyze data and generate useful business reports.
- Managed large-scale databases to ensure timely access to critical information for key stakeholders.
- Streamlined reporting processes, resulting in faster turnaround times for monthly performance reports.
WFM/MIS Team Leader
VISION INDIA PRIVATE LTD.
01.2019 - 05.2019
Sales
India bulls Financial Services
03.2009 - 08.2009
Education
SSC - undefined
Ranchi university
HSC - undefined
Ranchi university
System software course - VB 6.0 and VB.Net
Skills
Worked with ITSME Tool
Good knowledge in Genesys & Dailer Tool
9 Yrs of experience of Avaya CMS Tool
Worked with CCDMS Tools
2 Yrs of experience of CISCO Tool
IDM Application
MS Excel
MS Power Point
MS Word
MS Projects 2007
Salesforce
Kapture CRM
CRM
Outlook
Tameso
Forecasting and Scheduling
Manpower planning
Capacity planning
Revenue tracking
Data analysis
People management Skills
Automation Reports
Hiring & Batch planning
Monthly Billing on FTE based and Transaction Module
Process Transition
Interests
Playing Football
Cricket
Chess
Badminton
Personal Information
- Father's Name: Lt. John Tirkey
- Mother's Name: Lt. Daulan Tirkey
- Date of Birth: 15th Oct 1989
- Gender: Male
- Nationality: Indian
- Marital Status: Married
- Religion: Christian
Core Competency
- SLA delivering planner
- Manpower planning
- Capacity planning
- Revenue tracking
- Preparing monthly Billing and invoice
- Client report preparation
- Presentation skills
- Data analysis
- Reporting skills
- People management skills
- Automation report handling
Career Achievements
- Received award as WOW of month 4 times in MIS associate level.
- Received award as Pat on the Back of month a times in TL MIS/WFM.
- Recognized by client and Operations head for resolving major data requirements.
- Submitted Continuous Improvement Plans (CIPs) for example AUX tracking and shrinkage on real time.
- Preparing BCPs Adhoc reports and Critical higher management data efficiently.
- Prepared all process related documents (SOP, Training, Reports, Plans, Analysis).
- Awarded as a best Report organizer for outstanding performance.
- Prepared most of the reports in macro to save time and delivery accurate performance of the process.
- Best Performer Sr. MIS/WFM to achieving the KRA as per Goal Sheet.
Personal data processing
I hereby state that all the above mentioned information is correct and accurate to the best of my knowledge., Jamshedpur, 2025-09-25, Prem Prabhat Tirkey
Timeline
WFM/MIS Sr. Executive
TECH MAHINDRA PRIVATE LTD
06.2019 - 08.2022
WFM/MIS Team Leader
VISION INDIA PRIVATE LTD.
01.2019 - 05.2019
WFM/MIS Executive
TATA BUSINESS SUPPORT SERVICE LTD.
09.2009 - 10.2019
Sales
India bulls Financial Services
03.2009 - 08.2009
MIS/WFM AM
QConneqt
- Current
SSC - undefined
Ranchi university
HSC - undefined
Ranchi university