Summary
Overview
Work History
Education
Skills
Timeline
Manager

Rishikesh Khot

Thane

Summary

Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.

Overview

11
11
years of professional experience
2
2
years of post-secondary education

Work History

Manager

Reliance Jio Infocomm Pvt. Ltd
02.2023 - Current
  • WFM
  • Leading the WFM and MIS for Fiber segment of domestic Telecom giant
  • Create LOB/ Campaign wise sizing basis Customer base and CPC
  • Capacity Planning for the account basis POD’s and language mix to maintain language wise capacity
  • Handling the scheduling process to ensure peak intervals are optimally staffed
  • Handling the RTA team to ensure SL delivery and avail management and highlight Interferences on real time for back end team to resolve the same.

Manager

Teleperformance India Pvt. Ltd
08.2021 - 01.2023
  • Leading the WFM and MIS function for a US based Hospitality Client
  • Handling the short term forecasting to ascertain requirements basis recent trend
  • Capacity Planning for the account and alerting the management basis future understaffing / Overstaffing situations
  • Handling the scheduling process for the In-house agents and reviewing the enterprise staffing basis schedules received from partners
  • Handling the RTA team to ensure enterprise level SL delivery and avail management.

Delivery Manager

Tata Consultancy Services, WFM
12.2019 - 08.2021
  • Leading the WFM and MIS function for a UK based Utility Client
  • Leading the Capacity calls related to daily targets for Chat and Email and resource management
  • Capacity Planning for the account and alerting the management basis future understaffing / Overstaffing situations..

Deputy Manager

Wipro Limited, WFM
06.2017 - 12.2019
  • Handling the Short Term Forecasting and Scheduling part of WFM for one of Wipro's premium account
  • Forecasting and Scheduling based on COPC approved methods
  • Headcount validation to check on the utilization of active headcount
  • Over under analysis to detect and fix gaps in scheduling.

Assistant Manager

Concentrix Daksh Pvt LTD, WFM
08.2016 - 06.2017
  • Handling the Real Time Management team at Command Center for an Indian Telecom giant
  • Scheduled capacity analysis to check on the deviation in scheduled and actual hours
  • Initiating routing changes to ensure that Service Levels are met for all the LOB's
  • Conducted Root Cause Analysis and deriving the solution if service levels are missed
  • Coordination with the vendors to ensure smooth functioning of the business and assistance during BCP.

Team Leader

Intelenet Global Services Pvt LTD, CWFM
09.2012 - 08.2016
  • Joined as a customer service representative in 2012
  • Promoted to RTA role in 2014
  • Promoted as Team Leader WFM in 2015
  • Handled the Real Time Management desk for command center for a major credit rating company based in USA
  • Capacity based routing to ensure service delivery at enterprise level
  • Real time reporting of Incidents and call routing changes to ensure problems are fixed at the earliest with no or minimum impact on service delivery.

Education

Bachelor's - Management Studies

MCom - Business Management

University of Mumbai
Mumbai
06.2009 - 05.2011

Skills

Strategic planning

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Timeline

Manager

Reliance Jio Infocomm Pvt. Ltd
02.2023 - Current

Manager

Teleperformance India Pvt. Ltd
08.2021 - 01.2023

Delivery Manager

Tata Consultancy Services, WFM
12.2019 - 08.2021

Deputy Manager

Wipro Limited, WFM
06.2017 - 12.2019

Assistant Manager

Concentrix Daksh Pvt LTD, WFM
08.2016 - 06.2017

Team Leader

Intelenet Global Services Pvt LTD, CWFM
09.2012 - 08.2016

MCom - Business Management

University of Mumbai
06.2009 - 05.2011

Bachelor's - Management Studies

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