Cricket
NAVEEN NEGI
Assistant Manager WFM
Mohali
Summary
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.
Overview
14
14
years of professional experience
2
2
years of post-secondary education
3
3
Languages
Work History
Assistant Manager WFM
Teleperfomance
10.2022 - Current
- Fostered relationships with internal personnel to cultivate optimal service levels, attrition and quality.
- Taking care of scheduling, Capacity Planning
- Managing 35 members team (MIS, RTA & Planner)
- Taking care of any escalation and adhoc request from leadership & client
- Coordinated smooth communication between departments, fostering a collaborative work environment that drove success.
- Utilized data analysis tools to identify trends and provide insights for informed decision-making on staffing requirements.
- Resolved escalated customer issues promptly, safeguarding positive brand reputation and loyalty from valued clients.
- Developed strong relationships with key clients, leading to increased customer satisfaction and retention.
- Collaborated with senior management in strategic planning sessions, contributing valuable insights for driving business growth.
- Managed employee performance reviews for enhanced productivity and team development.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Taking care of process billing
- Devised innovative solutions to overcome operational challenges, enhancing overall service delivery standards across the organization.
- Improved workforce efficiency by optimizing employee schedules and resource allocation.
WFM Analyst
Concentrix Daksh PVT. LTD
01.2016 - 10.2022
- Managed overtime, shift swaps, breaks and PTO requests.
- Created training materials for new employees to provide information about attendance guidelines.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Produced and updated documents, reports and tracking spreadsheets using WPMS, Avaya and Ameyo.
- Fostered relationships with internal personnel to cultivate optimal service levels, attrition and quality.
- Managed team, driving productivity and reducing process lags by training staff in best practices and procedures
Senior MIS Executive
Rallis India Ltd.
09.2010 - 10.2015
- Outlined MIS upgrade roadmap and ordered corrective actions to elevate performance.
- Developed and led large-scale technology initiatives for long-term strategic plans and solutions.
- Maintained MIS security and performance levels, dictating organizational policy to maintain threat protection effectiveness.
Education
Bachelor of Arts -
Mumbai Hindi Vidyapeeth
Saharanpur 03.2011 - 04.2013
Skills
Managing schedules
Resolving issues
Monitoring tests
Forecasting expertise
Team Building
Analyzing patterns
Interests
Music
Timeline
Assistant Manager WFM
Teleperfomance
10.2022 - Current
WFM Analyst
Concentrix Daksh PVT. LTD
01.2016 - 10.2022
Bachelor of Arts -
Mumbai Hindi Vidyapeeth
03.2011 - 04.2013
Senior MIS Executive
Rallis India Ltd.
09.2010 - 10.2015