Sandeep Vasam
Sr RTM Associate
Tarnaka,Telangana
Summary
Focused on maintaining optimal coverage and service levels. Effective at training new employees on regulations, monitoring patterns and handling schedule requests. Writes reports, updates spreadsheets, and produces forecasts. Knowledgeable Workforce Analyst successful gathering, reviewing and modeling information to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities. Over 6+ years of experience in workforce assessment.
Overview
1
1
year of professional experience
11
11
years of post-secondary education
1
1
Language
Work History
Step up program mangaer
SEPO functions
- I'm responsible for meeting overall Service Levels across all Market places and drive DBR calls on Real Time Managermenet perspective
- My role is to Work on Real time priroitizations and guide the Team with stragegies and collbarate with program delivery and scheduling teams to eliminate any huddles to achieve the target Service levels.
- Constantly monitor queues and review and SLA's .
- Guide the RTA's on queue monitoring and volumes
- Managed cross-functional teams for successful project completion within deadlines and budgets.
- Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
- Met with project stakeholders on regular basis to assess progress and make adjustments.
Real time analyst
DLS fucntions
- My roles and responsibilities were to manager the real time queues and make pririty chnages and maintain the SL's for the given functions
- I also took care of Scheduling and Mytime corrections and profile creations for the Investigators across sites
- Maximized agent adherence to schedule by implementing real-time adjustments based on call volume fluctuations.
- Monitored real-time adherence rates, identifying potential risks to service delivery goals and taking corrective actions when needed.
- Managed intraday staffing levels to ensure optimal coverage during peak periods and unexpected events.
- Maintained service level agreements by closely monitoring performance metrics and adjusting staffing levels as necessary.
- Implemented process improvements that led to increased agent availability during high-demand periods.
Real time analyst
NA devices fucntions
- My roles and responsibilities were to manager the real time queues and make pririty chnages and maintain the SL's for the given functions
- I was part of multiple launch pad initiates in redcution of idle time and improving utilization during the peaks season on NA Customer service
WFM analyst I
Workforce RTA (WFM)
01.2022 - 01.2023
- Responsibilities: Coordinate with stakeholder to understand the Impact and act on Real time
- Intraday real time monitoring of service levels for all Client Services skills at all sites
- Building SOP for all reports to help new hires
- Real time monitoring of agents performance from all Client Services teams at all sites
- Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
- Communicate and callout changes to incoming contact patterns to operations and the WFM team
- Have a real time communication with operations when callouts or changes are needed
- Support changes within routing of the skills or profiles
- Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy and NPT usage
- Build and maintain strong relationships with key stakeholders from all countries supporting Client Services to ensure shared objectives are met
- Review tickets assigned to the WFM team that require real-time assistance to different stakeholders
- Review and process VTO/NPT/OT requests in real-time
Education
Bachelor of Science -
Osmania
04.2001 - 04.2012
Skills
Language1 EMEA appeals Upskilling
Adherence Tool exception Input
WFR Chime Alert BOT ( Webhook )
Spike Trigger
Project Management
Team Leadership
Strategic Planning
Stakeholder Management
Team leadership and direction
Data Collection & Research
Contributions/ Projects
- Upskilling 5 INV on Proactive appeals to improve coverage in EMEA Mp's
- Implemented exception input in Adherence share point for INV issues and challenges
- Created a webhook alert for WFR page to improve first touch SLA's
- Created mechanism to send alerts to Org RTA for excess volume added to the pipeline
Technicalskillsandstrengths
- MS Office 2000-2013
- Adobe
- Tablue admin End
- Quick Site
- SQL
- Advanced Computer User
Personal Information
- Father's Name: Prabhakar Vasam
- Date of Birth: 03/03/1992
- Nationality: Indian
- Marital Status: Unmarried
Timeline
WFM analyst I
Workforce RTA (WFM)
01.2022 - 01.2023
Bachelor of Science -
Osmania
04.2001 - 04.2012
Step up program mangaer
SEPO functions
Real time analyst
DLS fucntions
Real time analyst
NA devices fucntions
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