Umar Basha C
Senior Realtime Analyst (RTA & Scheduling)
Bangalore,KA
Summary
Knowledgeable Workforce Analyst successful gathering, reviewing and modeling information to make proactive adjustments to schedules and strategies. Highly organized and skilled with critical thinking, problem-solving and planning abilities. Over 2 years of experience in workforce assessment.
Overview
8
8
years of professional experience
2
2
Certifications
4
4
Languages
Work History
Lead WFM-RTA
Concentrix
6 2022 - Current
- As a Realtime Analyst at Concentrix, I monitor and optimize critical business operations and performance indicators for various clients, using data analysis and quantitative problem-solving skills
- I work closely with operations management to ensure service level adherence, occupancy, and schedule compliance, as well as to recommend changes in daily and long-term strategy based on trend analysis and forecast accuracy
- I also create comprehensive reports and deliver presentations to high-level stakeholders, demonstrating my communication and presentation skills
- Additionally, I have started working on basic Scheduling, using my RTA, and Reporting knowledge
- To monitor actual vs planned delivery at queue & agent level to ensure that the correct number of agents are available at the right time to achieve the desired service level/KPI
- Working closely with operations management to maintain the level of efficacy with client’s expectation of SL, OCC, Schedule Adherence, etc
- Additionally started working on scheduling from analyzing the data to forecast the volume and AHT for the future to find out how many FTEs are required to do the job
- Working on arrival pattern with the historical data and normalizing the same to ensure the accurate FTEs are calculated interval wise with the help of Erlang
- Building Dashboards to analyze performance of the process and build hygiene reports such as Shrinkage, Occupancy, Schedule Adherence, etc
- To provide inputs to clients and operations with the help of detailed RCA.
- Established strong relationships with department heads, collaborating on workforce planning initiatives to meet organizational goals.
- Optimized workforce schedules by analyzing historical data and forecasting future trends.
- Planned, monitored and appraised employee work results by training managers to coach and discipline employees.
- Balanced employee needs with business objectives by creating flexible scheduling options that accommodated personal requests while maintaining appropriate coverage levels.
- Developed custom reports to provide management with valuable insights into workforce performance metrics.
Customer Service Senior Associate
Accenture Solutions Private Ltd
04.2020 - 06.2022
- RTA (Real time Que Dispatching Specialist) in a multi-functional project under a front desk deal offering Procurement support for a US-based Oil and Gas Company
- The team is responsible for accounting of goods and services, through requisitioning, purchasing, and receiving
- They also look after order sequence of procurement process end to end
- Tier 1 Customer support for Oil and Gas co, International Semi-voice support for 2 different countries
- Queue Management- Dispatching tickets to various regions which come under Halliburton
- Assigning tickets to the respective (Region) ques to ensure SLAs are not missed
- Serve as a liaison with other tier 2 divisions such as Vendor Master, Contracts, Ariba, PDC, Sourcing teams to ensure accurate and timely transaction processing
- Email the supplier/vendor to submit the invoice against the goods receipt
- Email the requestors to correct/submit the goods receipt against the PO
- Assisting the suppliers with the onboarding request
- Coordinate between the suppliers and other vendor onboarding division to ensure vendor is onboarded in a timely manner
- Monitoring aging cases and resolving them to ensure SLAs are not missed
- Assist in the generation and execution of SAP report and Snow report data
- Day to Day interactions is with peers within Accenture and with client to resolve supplier-related issues with close coordination with buyers/suppliers
- Logging support queries accurately and in detail within Service now, i.e., user information, source of queries, description of problem and solution
- Coordinating Procurement Support Desk related activities and tasks.
Dispatching Supervisor
Royal Inverter & Batteries
06.2016 - 03.2020
- I have 3 Years of experience in operating and managing an MSME firm
- I was part of the establishment of Royal Inverter & Batteries as a firm, Planning and Executing of Decisions About Purchase & Sale of Product in a Wide Range of Distribution Channel
- Handling of Inventory, Preparing Quotation, Raising Invoicing and Credit memos to the customer, coordinating with the sales team and logistic team to ensure timely delivery of goods
- Onboarding distributors and dealers
- Identifying new sales leads, via digital marketing and cold calling
- Contacting potential clients via email or phone to establish rapport and set up meetings
- Pitching products and/or services for New and existing customers
- Preparing the quotation and proposals, after understanding the complete customer requirement and quoting a competitive price in the market
- Receiving the goods (Batteries, Inverters, and UPS) from the Manufacturers, Inventory management ensures the availability of stock for sales and demonstrations
- Physically receives materials and enters receipts in the appropriate SAP system
- Developing sales goals for the team and ensuring they are met
- Maintaining books of accounts, raising invoices, credit collections
- Verifies inventory computations by comparing them to physical counts of stock and investigate discrepancies
- Collecting feedback from customers and working towards customer satisfaction.
Education
Bachelor of Commerce - Accounting And Finance
Baldwin Methodist College
Bengaluru, India06.2010
Pre-University - undefined
Baldwin Methodist College
Secondary School Leaving - undefined
Loretta English High School
Skills
IEX
Avaya
SAP Application
SAP Ariba
Taulia
Tally ERP
KPI Monitoring
Task Prioritization
Active Listening
Microsoft Office
Team building
Teamwork and Collaboration
Data Analysis
Schedule Coordination
Time Management
Written Communication
Multitasking Abilities
Organizational Skills
Schedule Optimization
Workforce Management
verbal communication
Effective management of Time and Resource
Training personnel and helping team members develop their skills
Multitasking
Team coordination
Microsoft Excel
Team player
Certification
Fundamentals of Digital Marketing - Google Digital Unlocked
Accomplishments
Recognized by management for responsible behavior, leading to being appreciated for the work I did and was awarded with Best RTA award.
Additional Languages
- English, First Language
- Hindi, B1 - Intermediate
- Tamil, B1 - Intermediate
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Work-life balanceCareer advancementWork from home optionCompany CultureTimeline
Customer Service Senior Associate
Accenture Solutions Private Ltd
04.2020 - 06.2022
Dispatching Supervisor
Royal Inverter & Batteries
06.2016 - 03.2020
Lead WFM-RTA
Concentrix
6 2022 - Current
Bachelor of Commerce - Accounting And Finance
Baldwin Methodist College
Pre-University - undefined
Baldwin Methodist College
Secondary School Leaving - undefined
Loretta English High School