Indran S
Workforce Management- Lead
Bangalore
Summary
Consistently rewarded for success in Quality and Productivity improvements. Experience in working with multi-domain team positively influencing overall morale and Productivity. Experienced WFM/MIS with over 10 years of experience. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Good skill in handling team and sharing all required reports & analysis to management for betterment
Overview
10
10
years of professional experience
5
5
Languages
Work History
Lead Workforce Management
Omega Healthcare Management Service
04.2021 - Current
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked effectively in fast-paced environments.
- Worked flexible hours across night, weekend, and holiday shifts.
- Strengthened communication skills through regular interactions with others.
- Paid attention to detail while completing assignments.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Organized and detail-oriented with a strong work ethic.
- Resolved problems, improved operations and provided exceptional service.
- Proved successful working within tight deadlines and a fast-paced environment.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
MIS Analytics
India Infoline Limited
06.2018 - Current
- Automating manual work which was done by management team using excel to save time
- Sharing Daily, Weekly and Monthly KPI Reports for the Management
- Analysis will be shared on performance leakage and also will share performance trackers which will help management to improve certain key areas
- Creating dashboards as per the requirement
- Preparing PPT data for Monthly Reviews (Internal)
- Preparing Invoice of vendors/Clients
- Hands on experience of predictive and manual Dialer
MIS
Centrum Direct Limited
08.2016 - 06.2018
- Preparing Login Vs Ach Reports of Operations
- Maintaining staff Attendance & Supporting HR Related Reports
- Quality related reports and required dashboards
- Maintaining Yearly & Monthly performance reports for audit purpose
- Client coordination on logins
- Agent performance reports extracting trough predictive & manual dialer
- Preparing client invoice
MIS
Digicall TeleServices Pvt Ltd.
12.2015 - 12.2016
- Roster plan
- Taking care of service level & AHT (Real time)
- Hourly stats will be shared with operations to track the performance
- Responsible for sending hourly KPI updates to Clients
- Responsible for timeliness and accuracy of reports
- Generating Daily, Weekly and Monthly KPI Reports for the Management& Clients
- Preparing Payroll and Allowance Data on Monthly basis
- Preparing PPT data for Weekly Reviews (Internal and External)
- Preparing Hourly Absenteeism and update with operation Team Leaders
CSR
Digicall TeleServices Pvt Ltd.
12.2014 - 02.2015
- Ensure servicing all the calls according to the set standards and high quality service
- Support new hires / OJT agents on product and process related updates and calls
- Track and provide voice of customer feedback to the team leaders on daily to improve overall customer satisfaction
- Handling escalated customer calls and customer complaints
- Adequately respond to their comments, request and problems
- Maintenance of Quality parameters
Education
II PUC - undefined
St.Aloysius Pre University College
SSLC - undefined
St Aloysius High School
Bangalore, KarnatakaBachelor Of Arts - Political Science
Ambedkar Degree College
Bangalore Skills
Good knowledge in excel
Automations Dashboard
Data analysis
MS-Excel
WFM/MIS reports & Tasks
Roster
Word 2007
Word 2010
Word 2013
Word 2016
Excel 2007
Excel 2010
Excel 2013
Excel 2016
Power Point 2007
Power Point 2010
Power Point 2013
Power Point 2016
Basics in power bi dashboards
Professional Highlights
- Good Stability in the organizations worked so far
- Rewarded with promotions for the good work and dedication shown towards the work assigned
- Good knowledge in excel, automations & data analysis
Personal Information
- Father's Name: Selvaraj V
- Date of Birth: 08/23/94
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Disclaimer
I, Indran S, hereby declare that the information contained herein is true and correct to the best of my knowledge and belief.
Accomplishments
Best WFM award
Timeline
Lead Workforce Management
Omega Healthcare Management Service
04.2021 - Current
MIS Analytics
India Infoline Limited
06.2018 - Current
MIS
Centrum Direct Limited
08.2016 - 06.2018
MIS
Digicall TeleServices Pvt Ltd.
12.2015 - 12.2016
CSR
Digicall TeleServices Pvt Ltd.
12.2014 - 02.2015
II PUC - undefined
St.Aloysius Pre University College
SSLC - undefined
St Aloysius High School
Bachelor Of Arts - Political Science
Ambedkar Degree College