Rakesh Seervi
Supervisor, Workforce Management
Bengaluru,KA
Summary
Detail-oriented WFM professional with 6 years of core WFM
experience and a knack for people management. A learning enthusiast with latest addition to skillsets being Power Bi, now setting eyes on
Forecasting & SQL. Seeking to leverage and groom leadership skills, and an opportunity to contribute for organizational success.
Overview
7
7
years of professional experience
Work History
WFM Supervisor
Conduent Business Services
Bangalore
10.2021 - Current
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Manages and coaches a team of 16 WFM analysts on
Performance, Quality and Output. - Co-ordinates with WFM Business Partners of 5 projects to ensure critical assignments and deliverables are met in accordance with business needs.
- Implemented SmartSync import process across different projects to reduce RTA workload and optimize resource utilization by 23%
WFM Scheduler
Conduent Business Services
Bangalore
01.2021 - 09.2021
- Creating a net and gross requirement for each
of the workflows based on the information collected from capacity
plans, forecast files by WFM Planner provided documentation. - Reviewing and processing requests from operations for activities, time-off and exceptions into the schedules, based on provided guidelines, capacity and regulations.
- Fine tuning the outcome of automated schedule creation process to optimize schedule against the requirement, with the goal to minimize schedule deviation and
inefficiency. - Maintain and adjust agent configuration on WFM tool
used for accounts to whom the schedule is provided. Actively participate
and provide suggestions and solutions during schedule approach
review.
WFM Traffic Analyst
Conduent Business Services
Bangalore
07.2019 - 12.2020
- Ensuring that quantitative project KPIs, such as service level and intraday productivity are integrally realized as efficiently as possible (Optimizing occupancy).
- Accurate realization of agent schedules, in such a way that the Conduent and specific project targets are met within the set policy.
- Worked closely with operations managers and Real time analysts to improve schedule adherence from ~68% to ~89%.
WFM MIS Analyst
Concentrix Daksh Services
Bangalore
05.2018 - 06.2019
Real Time Analyst
Firstsource Solutions Ltd
Bangalore
04.2016 - 04.2018
Sr Customer Support Associate
Firstsource Solutions Ltd
Bangalore
09.2014 - 03.2016
Education
Bachelor of Commerce - Accounting And Finance
GITAM Deemed University
Bangalore 04.2001 -
Skills
Supervisory expertise
Timeline
WFM Supervisor
Conduent Business Services
10.2021 - Current
WFM Scheduler
Conduent Business Services
01.2021 - 09.2021
WFM Traffic Analyst
Conduent Business Services
07.2019 - 12.2020
WFM MIS Analyst
Concentrix Daksh Services
05.2018 - 06.2019
Real Time Analyst
Firstsource Solutions Ltd
04.2016 - 04.2018
Sr Customer Support Associate
Firstsource Solutions Ltd
09.2014 - 03.2016
Bachelor of Commerce - Accounting And Finance
GITAM Deemed University
04.2001 -
Similar Profiles
Brandi PoweBrandi Powe
Medical Claims Processor at Conduent Business ServicesMedical Claims Processor at Conduent Business Services
Rajeesh Chandran MRajeesh Chandran M
Senior Analyst at Conduent Business Services India LLPSenior Analyst at Conduent Business Services India LLP
Aisha HamiltonAisha Hamilton
Healthcare Customer Service Representative at Conduent Business ServicesHealthcare Customer Service Representative at Conduent Business Services
Brandon JonesBrandon Jones
Customer Experience Associate IV at Conduent Business ServicesCustomer Experience Associate IV at Conduent Business Services
Neha DasguptaNeha Dasgupta
Team Lead – Inside Sales & Growth Strategy at LivspaceTeam Lead – Inside Sales & Growth Strategy at Livspace