Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Additional Languages
Work Availability
Work Preference
Timeline
Receptionist
Umar Basha C

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, India
06.2010

Pre-University - undefined

Baldwin Methodist College

Secondary School Leaving - undefined

Loretta English High School

Skills

IEX

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 Time

Work Location

On-SiteRemoteHybrid

Important To Me

Work-life balanceCareer advancementWork from home optionCompany Culture

Timeline

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

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