SURESH KUMAR

Create Dashboard From Google Data studio and Create presentable format to interact client view

Scheduling and Roster planning of Overall Site and Other site roster

Develope new process level templates to create new dashboard from Google Daya Studio and Google

Sheets

Increase customer and employee satisfaction with the help of WFM processes.

Identify the key resources to be measured (In office and out office Shrinkage, SLA, Attrition, Occupancy,

utilization, AHT, Forecasted Accuracy, Abandon Rate, Schedule Adherence, and Absenteeism).

Prepare Daily, Weekly and Monthly Reports

Doing Activities like seating Plan, Seat utilization, breaks optimization, Planned & Unplanned Shrinkages,

Auto Run Reports.

Attend Weekly and Monthly Client Calls and Prepare presentation data

Track all process level

• Generated reports each month covering Type data.
• Planned and led administration of management information system for achieving threshold-level performance.
• Produced tables, pivot reports and charts for use in key decision-making processes.
• Used C Zentrix ,dailer ,Avaya to input, analyze and model data.

CA - Senior MIS Executive

Scheduling and Roster planning of Overall Site and Other site roster

Create Dashboard From Google Data studio and Create presentable format to interact client view

Increase customer and employee satisfaction with the help of WFM processes.

Taking care of Capacity Planing and Weekly Client capacity calls

Identify the key resources to be measured (In office and out office Shrinkage, SLA, Attrition, Occupancy,

utilization, AHT, Forecasted Accuracy, Abandon Rate, Schedule Adherence, and Absenteeism).

Prepare Daily, Weekly and Monthly Reports

Doing Activities like seating Plan, Seat utilization, breaks optimization, Planned & Unplanned Shrinkages,

Auto Run Reports.

Attend Weekly and Monthly Client Calls and Prepare presentation data

• Responded to customer needs through competent customer service and prompt problem-solving.
• Logged call information and solutions provided into internal database.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Assisted call-in customers with questions and orders.

Worked in IEX manual tool for creating a reports on daily, hourly and weekly basis.

Worked in FTE module business.

Break management,

Published different different types of operations report like shrinkage,Aht ,kpi dashboard,ext

Knowledge of WFM tools like iex ,Avaya ,czentrix ,dailer , genisis.

• Set and adjusted to schedules to maintain optimal coverage and service levels.
• Worked with management to develop strategic and tactical plans to meet different requirements.
• Created training materials for new employees to provide information about attendance guidelines.
• Produced and updated documents, reports and tracking spreadsheets using Software, Software and Software.

Assistant Manager WFM

Responsible for team project organization, centralized and site interaction, planning and

expediting/verifying the overall success of WFM management functionalities.

Initiates and manages all WFM communications between centralized and site teams, and leadership.

Capacity Planning and Scheduling

Create reports on historical call volume, handling time and operating performance.

Collaborate with different site and location WFM and operations teams.

Create different Dashboard though Google Data Studio.

Increase customer and employee satisfaction with the help of WFM processes.

• overseeing multiple Latin America accounts, including planning, scheduling, and rostering.
• addressing client escalation related to planning and performance operations.
• Execute implementation of new aspects in processes based on client requirements.
• daily communications with operations on day-end performance, also offering recommendations for improvements.
• execute revised weekly hours in Columbia law reducing from 44 to 42.
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• Developed and maintained project timelines to ensure timely delivery of objectives.
• Coordinated cross-functional teams to streamline communication and enhance project outcomes.
• Analyzed data to identify trends, facilitating informed decision-making processes.
• Implemented process improvements that increased operational efficiency and reduced bottlenecks.
• Identified potential risks, implementing mitigation plans to minimize impact on project timelines.
• Worked directly with production personnel to resolve production scheduling issues and conflicts.
• Successfully managed multiple high-priority projects simultaneously while maintaining strict deadlines.
• Achieved on-time completion of projects with diligent scheduling and resource management.
• Prepared reports and presentations to communicate findings and recommendations to decision-makers.
• Improved stakeholder satisfaction by effectively communicating project updates and incorporating feedback into planning strategies.
• Planned production schedules, taking employee production rates, company needs and seasonal changes into account.