Vikram Yudhishthir Behara
Hyderabad
Summary
WFM Scheduling Specialist and MIS Executive with over 15.5 years of experience in workforce planning, real-time scheduling, and data reporting. Proven expertise in NICE IEX, JIRA, MS Excel, Tally, MacOS, and VMWare. Strong coordination with Ops & HR teams for resource alignment and staffing optimization. Recognized for high-impact reporting and performance monitoring.
Overview
17
17
years of professional experience
Work History
Scheduling Specialist
IntouchCX India Pvt Ltd
Hyderabad
01.2022 - Current
- Manage weekly capacity planning and offline scheduling on IEX
- Handle JIRA tickets related to shift trades, LOA, PTO, availability
- Align team rosters weekly in coordination with Ops and HR
- Prepare CB & shrinkage templates to identify gaps in staffing
- Track attrition and update master rosters in IEX
- Generate adherence & conformance reports, share recommendations
MIS Executive
Wipro Limited
Hyderabad
05.2015 - 01.2022
- Created and published performance dashboards and client decks
- Tracked daily attendance and maintained monthly leave records
- Published agent & leadership stack reports (TL/GL/OM)
- Assisted in real-time monitoring for AHT and SLA improvements
- Created reports on Adherence, Absenteeism, Downtime, etc.
Sr. Customer Service Associate
Epicenter Technologies Pvt. Ltd.
Mumbai
09.2008 - 05.2015
- Managed agent queues and inventory logs
- Supported process updates, coaching, and error checks for NAGUI team
- Assisted in COA, Settlements, and Customer Issue Processes
Education
B.Com - Commerce
Mumbai University
01.2007
XII - Commerce
Maharashtra Board
01.2003
X -
Maharashtra Board
01.2000
Skills
- Workforce Management
- Scheduling & Roster Management
- NICE IEX
- JIRA
- Citrix
- MS Office 365
- Real-Time Monitoring
- Reporting & Dashboards
- Shrinkage & Adherence Analysis
- Attrition Management
Languages
- English
- Oriya
- Hindi
- Marathi
Awards Recognition
- Bravo Champion Associate, Intouchcx, 06/01/23
- Best Scheduler, IntouchCX, 05/01/2025
- Star Performer, Wipro Winner Circle, 03/01/17
- Star Performer, Wipro Winner Circle, 12/01/17
- Star Performer, Wipro Winner Circle, 01/01/18
- Star Performer, Wipro Winner Circle, 04/01/18
Personal Information
- Date of Birth: 07/21/84
- Marital Status: Married
- Languages : English, Hindi, Marathi and Oriya
- Location Preference : Hyderabad or PAN India
Timeline
Scheduling Specialist
IntouchCX India Pvt Ltd
01.2022 - Current
MIS Executive
Wipro Limited
05.2015 - 01.2022
Sr. Customer Service Associate
Epicenter Technologies Pvt. Ltd.
09.2008 - 05.2015
B.Com - Commerce
Mumbai University
XII - Commerce
Maharashtra Board
X -
Maharashtra Board
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