Summary
Overview
Work History
Education
Skills
Software
Additional Information
Achievements And Awards
Declaration
Timeline
AdministrativeAssistant
SYED FAYAZ BASHA

SYED FAYAZ BASHA

Sr. Associate WFM
Hyderabad

Summary

Dynamic and results-driven Senior Workforce Management Associate with over 5 years of proven success in enhancing operational efficiency and driving productivity at TechMahindra. Expertise in workforce management, data analysis, and process optimization consistently contributes to achieving organizational goals. Eager to transition into a supervisory or leadership role to leverage skills and experience in fostering team performance and operational excellence. Committed to implementing innovative strategies that enhance workflow and support business objectives.

Overview

2024
2024
years of professional experience
3
3
Languages

Work History

Sr. Associate - Work Force Management

Tech Mahindra
  • Responsible for monitoring Agent Activities, providing recommendations to achieve SLA or ASA and efficiency goals, Executing short term adjustments to forecast.
  • Ability to publish MTD, APR, Headcount, Operational Reports etc.,
  • Provide real time monitoring via available tools (Avaya CMS Supervisor, Salesforce, Live person, Oracle Service Cloud, InContact etc.,).
  • Populate and publish accurate reports of MIS, RTA as per SLA.
  • Publishing Queue Management for multiple projects simultaneously at a time for every 10 -15 minutes whenever agents cross the threshold value.
  • Reporting Manager/Floor supervisor of 10 - 12 agents based on shift availability.
  • Maintain an accurate forecast to actual headcount report.
  • Allowing short and lunch breaks for agents in avail time.
  • Work closely with operations, to help monitor incoming volumes in Queues, report on daily attendance schedule of agents in real time. Ensuring service levels are achieved to deliver performance.
  • Responsible for preparing and managing STAFFING and SCHEDULING to ensure that a sufficient number of staff is available to perform all required tasks.
  • Responsible for appropriately responding to service level variations by working with client and operations to match staff to demand and/or reallocate call volumes.

Sr. Associate - Work Force Management

Movate Technologies (Css Corp)
06.2020 - 03.2023
  • Western digital and sandisk hard drive engineer.
  • Responsible for replacement and data recovery of western digital & sandisk products.
  • Responsible/Act as an Service Request Team to solve the concerns from particular departments of data recovery, data storage and replacements.
  • Responsible for providing read/write access to hard drives based on the requirements from higher official's.

Process Associate

Wipro
04.2018 - 04.2019
  • Company Overview: Wipro digital operations and platform's.
  • Responsible for resetting the access point names(APN), Cisco Phones, data connections when users unable to connect to internet.
  • Responsible for routing the voice/data to particular mobile operator i.e., selection of highest network mode(VOLTE, LTE, CDMA, GSM).
  • Responsible for changing of short message service center(SMSE) in mobile telephone network.
  • Telecommunications and connectivity.
  • Wipro digital operations and platform's.

Education

B.E - Information Technology

Osmania University
Hyderabad, India
04.2001 -

M.P.C

Narayana Junior College
Kurnool, India
04.2001 -

Mathematical Sciences

Siddhartha Educational Institutions
Dhone, India
04.2001 -

Skills

Analytical Skills

Software

Incontact

Oracle Service Cloud

Salesforce

IEX

Avaya CMS Supervisor

Live Person

Khoros

Additional Information

Officially Certified as 'Microsoft Office Specialist'.

Certified as 'Telecom Infrastructure Engineer'.

Achievements And Awards

  • Continuously 2 times won a 'Best Performance Award' (Wipro) & 'Star Performance Badge' (Wipro) in a team of 15 members (IB - Mass).
  • Continuously 3 times won a 'Silver Medal' for 'Best Regular Student Award' 1st year attendance - 97% 2nd year attendance - 96% 3rd year attendance - 97%.
  • Officially got a GHMC Certificate for Participating in 'Live Web Casting' for assembly elections on 2023-11-30 and 2018-12-07.

Declaration

I hereby confirm and verify that all the information mentioned here, and I take full responsibility for its accuracy and authenticity.

Timeline

Sr. Associate - Work Force Management

Movate Technologies (Css Corp)
06.2020 - 03.2023

Process Associate

Wipro
04.2018 - 04.2019

B.E - Information Technology

Osmania University
04.2001 -

M.P.C

Narayana Junior College
04.2001 -

Mathematical Sciences

Siddhartha Educational Institutions
04.2001 -

Sr. Associate - Work Force Management

Tech Mahindra

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SYED FAYAZ BASHA Sr. Associate WFM