Summary
Overview
Work History
Education
Skills
Personal Information
Hobbies and Interests
Disclaimer
Timeline
Generic

Rohit Paul

New Delhi

Summary

Experienced Workforce Management professional with 2 years of hands-on experience. Skilled in scheduling, forecast observations, data analysis, and agent productivity analysis. Demonstrated ability to work creatively and analytically in a problem-solving environment. Provided support in managing day-to-day operations by monitoring adherence to schedules, service levels, and phone/chat volumes.

Overview

10
10
years of professional experience

Work History

ACCENTURE
11.2022 - Current
  • Monitored and documented instances of employee absences, late arrivals, and time-related concerns.
  • Prepared customized reports as needed by the senior leadership team.
  • Identified opportunities for cost savings through process improvements in workforce management practices.
  • Managed schedule-related requests such as PTO, shift swaps, and overtime.
  • Monitored call volumes and service levels, while dynamically adjusting schedules to address spikes in demand
  • Analyzed real-time data to identify trends and issues.
  • Proactively communicated potential staffing issues or performance drops to managers.
  • Implemented changes to enhance service levels and streamline operations.
  • Use predictive analytics to forecast demand and adjust resources accordingly.
  • Managed real-time adjustments in collaboration with team leaders.
  • Facilitated clear understanding of schedule changes and performance expectations through effective communication.
  • Reduced wait times and maintained service levels, enhancing customer service.
  • Align staffing with real-time needs to improve operational efficiency.
  • Enhanced employee satisfaction by effectively managing schedules.
  • Developed and implemented a project to optimize cab costs by leveraging data on cab cancellations, no-shows, and real-time ad hoc.
  • Aligned cab efficiently using TMS app for multiple Lob's

BUSINESS OPERATIONS ASSOCIATE

ACCENTURE
08.2018 - 10.2022
  • Aligned with the process of Google and providing technical support to the users through phone, chat, and email in a professional, friendly, and accurate manner.
  • TUI Analysis, DSAT Analysis, SLA, Taxonomy, Quality Session within the team.
  • Providing ideas to improve process and Customer Experience.
  • Helping the new hires within the team to get used to the process and mentoring them with the help of sessions and live cases.

Team Leader

Delhi Duty Free Services
07.2014 - 07.2018
  • Maintaining a fine balance between people and task orientation
  • A key emphasis to inculcate the behavior and approach of self-motivation and self-responsibility
  • Utilize reward systems and methodologies, which aim to motivate staff and enhance their effectiveness
  • Managing the operational challenges, and to ensure manpower continuity and their career advancement
  • To liaison with key departments and maintain the standard operation procedures

Education

B.Com (Graduation) -

Kirori Mal College (Delhi University)

CBSE (10+2) -

Navyug School

CBSE (10) -

Navyug School

Skills

  • Lean Six Sigma(Green Belt)
  • Queue management
  • Scheduling
  • Data Analysis
  • Leadership

Personal Information

  • Father's Name: V D Paul
  • Date of Birth: 08/29/87
  • Nationality: Indian
  • Marital Status: Married

Hobbies and Interests

  • Visiting historical sites and reading about them.
  • Playing Cricket, Badminton, and driving.
  • Enjoying nature and planting trees once a month.

Disclaimer

I hereby declare that all the information given above is correct to the best of my knowledge and belief.

Timeline

ACCENTURE
11.2022 - Current

BUSINESS OPERATIONS ASSOCIATE

ACCENTURE
08.2018 - 10.2022

Team Leader

Delhi Duty Free Services
07.2014 - 07.2018

B.Com (Graduation) -

Kirori Mal College (Delhi University)

CBSE (10+2) -

Navyug School

CBSE (10) -

Navyug School

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Rohit Paul