Summary
Overview
Work History
Education
Skills
Certification
Timeline
AdministrativeAssistant
Vishal Singh

Vishal Singh

Workforce Management
New Delhi,DL

Summary

To contribute to the success of an organization by utilizing my skills and experience, while also fostering my personal growth and development in a challenging and dynamic environment.

Overview

7
7
years of professional experience

Work History

Assistant Manager - WFM

Concentrix
Gurgaon, HR
12.2025 - Current
  • Utilized data analysis tools to identify trends and provide insights for informed decision-making on staffing requirements.
  • Prepare schedule on time every week for given Process.
  • Make necessary adjustments midweek as per client requirement.

WFM Lead Associate (Promoted as Team Leader in WFM)

IGT Solutions
Gurgaon, HR
11.2021 - 10.2025
  • Currently serving as a Real-time Analyst, managing resource planning and client requirements for multiple processes.
  • Prepare and share end-of-day (EOD) and month-to-date (MTD) reports for processes.
  • Plan client requirements and prepare rosters based on process needs.
  • Communicate with clients regarding previous-day performance, challenges, and future requirements.
  • Address downtime issues, resolve real-time challenges, and update agent schedules on IEX.
  • Maintain weekly performance/KPI reports and dashboards for review.
  • Working Platforms: CMS Avaya, Prohance, Oktat

Supervisor (Escalation Desk, Promoted to RTM Desk)

Ienergizer
09.2020 - 09.2021
  • Managed escalation desk, ensuring timely resolution of complex customer issues.
  • Promoted to RTM Desk, responsible for sharing real-time reports and monitoring SLA performance.
  • Analyzed SLA achievements and provided daily RCA reports.
  • Managed daily reports and maintained service delivery targets.
  • Working Platforms: CMS Avaya, DataMart

Customer Relationship Officer (Promoted to Supervisor)

Hinduja Global Solutions
12.2018 - 08.2020
  • Answered incoming calls and responded to customer queries via email, helping troubleshoot and resolve issues.
  • Supported trainees in certification programs, assisting in product knowledge and customer service skills.
  • Handled escalated cases, raising ServiceNow tickets for resolution.
  • Provided support for international roaming customers and managed end-to-end resolution.
  • Coordinated follow-ups with customers and escalation teams to ensure timely issue resolution.

Education

Master of Business Administration - undefined

Chandigarh University
01.2018

Skills

  • Customer Relationship Management
  • Customer Service
  • Scheduling
  • Roster management
  • CRM tools
  • MS Excel
  • Scheduling software
  • Team collaboration
  • Work ethics
  • Task management
  • Deadline management
  • Communication
  • Problem-solving

Certification

I certify that the information in this CV is accurate and reflects my qualifications to the best of my knowledge.

Timeline

Assistant Manager - WFM

Concentrix
12.2025 - Current

WFM Lead Associate (Promoted as Team Leader in WFM)

IGT Solutions
11.2021 - 10.2025

Supervisor (Escalation Desk, Promoted to RTM Desk)

Ienergizer
09.2020 - 09.2021

Customer Relationship Officer (Promoted to Supervisor)

Hinduja Global Solutions
12.2018 - 08.2020

Master of Business Administration - undefined

Chandigarh University
Vishal SinghWorkforce Management