Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Sayan Dutta

Bengaluru

Summary

Dynamic Workforce Real Time Analyst at Concentrix, specializing in real-time monitoring and performance reporting with two years of expertise. Proven track record in optimizing service levels and enhancing efficiency through data analysis and strategic staffing adjustments. Adept at fostering teamwork and collaboration, driving improvements that significantly elevate customer satisfaction and operational success.

Overview

6
6
years of professional experience

Work History

Workforce Real Time Analyst

Concentrix
Bengaluru
06.2023 - Current
  • Monitor and regulate call volume in real time to guarantee service levels are achieved consistently across daily, weekly, and monthly intervals.
  • Experienced with Avaya CMS, Genesys, and utility-focused WFM tools (NICE, IEX, Power BI, Dashboards, Macros) to monitor and analyze real-time workforce data.
  • Optimized service-level performance by analyzing real-time data trends and reallocating the workforce based on work shifts, breaks, and lunches.
  • Oversaw real-time inbound call traffic across multiple contact center locations, addressing emergency escalations and system outages through execution of real-time action plans.
  • Presented intraday and monthly reports with performance analysis to management, showcasing trends and potential improvement areas.
  • Implemented process improvements, reducing out-of-adherence instances, and increasing overall efficiency.

Senior Representative, Operations

Concentrix
Bengaluru
10.2020 - 05.2023
  • Provided customers with quality assistance through phone calls, emails, and internet chats.
  • Developed a strong working knowledge of iOS devices and offerings.
  • Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Guided customers through setup of new systems, applications, and software for efficient workflow management
  • Supervise team members and mentor new joiners in Organization.

Customer Service Advisor

24/7 Customer Private Limited
Bengaluru
08.2019 - 10.2020
  • Strived to attain high customer satisfaction rates through delivery of exceptional customer service.
  • Helped to increase customer return rates by providing excellent customer service at all times.
  • Aimed to provide clients with the highest level of customer service possible.

Education

Bachelor of Engineering - Computer Engineering

Dayananda Sagar Academy of Technology & Management
Bengaluru, India
07-2019

Skills

  • Workforce management
  • Real-time monitoring
  • Service level agreements
  • Queue management
  • Staffing adjustments
  • Workforce Management Software/Tools (eg, Power BI, NICE IEX, Genesys, Avaya CMS)
  • KPI monitoring
  • Teamwork and collaboration
  • MS Excel, MS Office, MS Outlook
  • Data Analysis and Problem Solving
  • Performance reporting
  • Team supervision

Accomplishments

  • Achieved 90% SLA through effectively helping with real-time monitoring and staff utilization.
  • Awarded Ops Rockstar multiple times within the organization.

Timeline

Workforce Real Time Analyst

Concentrix
06.2023 - Current

Senior Representative, Operations

Concentrix
10.2020 - 05.2023

Customer Service Advisor

24/7 Customer Private Limited
08.2019 - 10.2020

Bachelor of Engineering - Computer Engineering

Dayananda Sagar Academy of Technology & Management

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Sayan Dutta