Teleopti
Tanveer Khan
WFM Lead
Gurgaon
Summary
Knowledgeable Workforce lead 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. Over 08+ years of experience in workforce assessment.
Overview
8
8
years of professional experience
Work History
WFM Lead
Webhelp India Pvt Ltd.
08.2021 - Current
- Optimized workforce schedules by analyzing historical data and forecasting future trends.
- Developed custom reports to provide management with valuable insights into workforce performance metrics.
- Streamlined WFM processes for enhanced efficiency and productivity across the organization.
- Improved customer satisfaction, ensuring adequate staffing levels during peak business hours.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Managed overtime, shift swaps, breaks and PTO requests.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
Sr Executive
WNS Global Services Private Ltd.
05.2019 - 08.2021
- Taking analytical decision to plan the shift of employees to get the efficient delivery of the services.
- Preparing different kind of reports that helps to analyst profit/ loss of an organization and take necessary action to meet the contractual targets.
- Bridge the gap of what actual planned V/S delivered.
- Prepare the schedules weekly and monthly.
- Plotting the shift to handle upcoming planned volume smoothly.
- Performing short term forecasting.
Mission Control Analyst
Teleperformance
03.2016 - 05.2019
- Optimized resource allocation by analyzing real-time data and adjusting priorities as needed to achieve mission objectives.
- Keep close eyes on all real time issues and provide solution.
- Responsible to make activity as per the schedules.
- Publish shrinkage, adherence, productivity, hourly, weekly and monthly reports along with the other adhoc reports.
- Take necessary action to mitigate real time issues.
- Raise alarm in case of any out of ordinary situation
Education
Bachelor of Engineering - Information Technology, India
TIT Excellecne
Bhopal 04.2001 -
Skills
Workforce Management
Forecasting Accuracy
Report Generation
Schedule Optimization
Resolving issues
Analytical and Critical Thinking
SQL
Power BI Dashboards
Microsoft excel
Workload calculation
Software
IEX
CMS
Timeline
WFM Lead
Webhelp India Pvt Ltd.
08.2021 - Current
Sr Executive
WNS Global Services Private Ltd.
05.2019 - 08.2021
Mission Control Analyst
Teleperformance
03.2016 - 05.2019
Bachelor of Engineering - Information Technology, India
TIT Excellecne
04.2001 -