Siddhesh Dhamankar

• As an MCA WFM (Real-Time Analyst) at Teleperformance, my key responsibilities include: 1. Real-Time Monitoring: Monitoring call center operations in real-time to ensure adherence to schedules and service levels, analyzing staffing requirements, and adjusting schedules to maintain optimal workforce coverage. 2. Performance Tracking: Tracking and reporting on key performance indicators (KPIs) such as service level, occupancy, and adherence, identifying trends and deviations from targets, and taking proactive measures to address issues. 3. Schedule Adherence: Ensuring agents adhere to their assigned schedules, breaks, and off-phone activities, and addressing any deviations promptly to maintain operational efficiency. 4. Intraday Adjustments: Making real-time adjustments to staffing based on call volume, absenteeism, and other factors, and optimizing resource allocation to meet service goals. 5. Escalations and Alerts: Handling escalations related to staffing shortages, system issues, or unexpected events, and communicating effectively with management and other teams to resolve issues promptly. 6. Data Analysis: Analyzing historical data to forecast call volume and staffing requirements, and using tools like IEX, CMS Avaya, Verint and other workforce management software. Real Time Coding on Verient. 7. Communication: Collaborating with team leads, supervisors, and agents to ensure smooth operations and providing timely updates on performance and any adjustments made. 8. Continuous Improvement: Identifying process inefficiencies and proposing solutions for better resource utilization and contributing to process enhancements and best practices.

• Manage the end-to-end refund processing for loan customers, utilizing both automated robotic processes and manual methods for products such as consumer durables, two-wheelers, personal loans, used cars, home equity, and business loans.
• Analysis of loan data for preparing refund instruction file for robotic.
• Reconciliation involves general ledgers, master accounts, loan transactions, and other operational activities.
• Data analysis and publishing reports to management. Preparing various MIS and reports in SFDC as per management requirement.

• Proactive data analysis of customer repayment data to ensure correct collection of EMI and refund if any. Following up with the banking team for timely processing refunds to maintain TAT.

• Customer service. Dealing with customers and looking after their requirements.

• Analyzing customer feedback and requirements to identify scope for cross sell.

• Handling customer queries related to refunds and ensured timely resolution. End-to-end processing of TDS for loan customers.

• Preparing refund policies for all products.

• Coordinating with Auditor, Operations, Sales, Finance, IT. Automation of processes, testing of live scenarios before product launch, preparation of user manual, conducting trainings.

• Maintaining Quality management in terms of Audit, compliance, and hind sighting.

• Preparing MIS (BOT MIS, REFUND MIS)

• Maintain detailed record of sales progress, inventories, and marketing success to better align goals with company priorities.

• Coordinate with applicant for final documentation. Agreement signing for loan processing.

• Resolve applicant queries and close the deal.

• Demonstration items to customer and created customer awareness, interest, and sales.

• Leveraging interpersonal communication and product knowledge to cultivate and new secure new customer relationship

• Performed calls to customers regarding their inquiries related to the product.
• Maintained accurate records of customer interactions, transactions and comments in the database system.
• Tracked customer complaints and followed up to ensure resolution was achieved.
• Monitored customer feedback regularly to identify areas for improvement in services offered.
• Provided technical support when necessary to resolve complex problems.