Tauseef Moinuddin Shaikh

• Managing WFM team for Fintech client
• Managing Capacity planning for two countries (Philippines and India)
• Handling 4 Schedulers from India and 4 Schedulers from Philippines
• Accomplished multiple tasks within established timeframes.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
• Planned and budgeted accurately to provide business with resources needed to operate smoothly.
• Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Defined clear targets and objectives and communicated to other team members.
• Leveraged data and analytics to make informed decisions and drive business improvements.
• Maximized performance by monitoring daily activities and mentoring team members.

• Manage Global Command Center for Ecommerce client
• Managing Capacity planning for three countries (Philippines, China, and Egypt)
• Financial projections and Revenue attainment
• Handling 6 RTAs and 2 Schedulers from Philippines and 2 RTA Supervisors from India
• Working on projects to get reports automated through Power BI and UDW tool

• Manage scheduling team of 4 schedulers
• Monitor SL impact and share recommendation for scheduling changes for coming days
• Prepare day level SL projections to meet target and suggest for
• Part of project to benchmar targets through COPC process

• Worked on Projects to setup WFM team for a new process of ~1500 FTEs for two locations
• Managed project to deploy Teleopti Tool
• Managing team of 8 RTAs and 2 Schedulers
• Prepare weekly, daily and interval wise forecast basis historical pattern and clients inputs
• Prepare & manage Capacity File for multiple locations and share hiring callouts
• Prepare Financial Projection basis forecasted volume and projected Headcount
• Preparation of monthly Billing Files and validation of invoices shared to client
• Track associates score card, over time data and Bonus payout

• Part of Command Center team and Manageing multiple Vendors
• Manage team of 12 Real Time Analyst
• Coordinate with BPO vendors and manage Real Time Activity to meet SL targets & KPIs
• Manage Call Routing, Suggest Skilling / deskilling, Blend Advisors with inbound & Outbound and mange work load to improve utilization among multiple Vendors
• Prepare revised forecast as per current volume trend and move head count between channels on real time basis by protecting Serviceevel and Manage Occupancy
• Provide inputs to scheduling team to improve schedule efficiency and reduce scheduling influx
• Help planning team in preparing realistic assumptions for future planning
• Drive automation, explore option for automation of reports through Excel VBA for time saving & reduce manual efforts by team members
• Design new reports, dashboards which provides insights and analysis to leadership team to take business decisions
• Manage team, Provide direction, guidance and assistance to the team members through work distribution and individual feedback
• Goal setting for team members, driving team performance and ensure each team members meet their KPIs

• Prepare Head requirement & Capacity planning as per forecast
• Hiring callouts to HR
• Highlights gap between actual and required Head count to Leadership team
• Calibration with clients and internal leadership team, share projection for upcoming weeks
• Preparing weekly schedules against forecast for associates and highlight deviation
• Drive Extra Time considering organization policy and employee login target

Find Autimation Opportunity

Prepare WBR and MBR Deck

Design MIS Dashboards

• Generated reports detailing findings and recommendations.
• Developed effective improvement plans in alignment with goals and specifications.
• Collected, arranged, and input information into database system.
• Maintained database systems to track and analyze operational data.

• Processed orders, service requests and applied information to customers.
• Completed call documentation while speaking with customers.
• Handled calls promptly and with courteous professionalism.