Hi, I’m
Vishwanath CHAUHAN
RFP, Resource Capacity planner
Delhi
Summary
A result-oriented professional offering over 9+ years of a successful career with diverse roles distinguished by commended performance in WFM. Proficiency in scheduling on IEX, troubleshooting related to IEX issues, Capacity planning. Well versed with the transitioning of new processes. Expertise in generating reports to provide feedback to top management. Possess effective communication, interpersonal & problem-solving by negotiation skills and has handled extremely busy and hectic schedules.
Overview
12
years of professional experience
2
Language
Work History
Hindus Global solutions Pvt. Ltd
Manager WFM
06.2022 - Current
Job overview
- (IC), RFP, Planning and Scheduling
- SAW reading for any RFP for best optimized solutions
- Data visualization and client PPT presentation
- Running Aspect Simulations to optimize best service level and occupancy
- Making of capacity planner as per business requirements I
- E FTE base planner SL planner
- Developed and prepared long-range capacity and workload requirements
- Transitioning of new accounts
- Team management and daily tracking mechanics on BAU activity
- Scheduling staff based on client forecast and work on staffing proposals to improve efficiency
- Continuous analysis of project performance and suggest different options for improvement
- Maintain consistent dialogue with internal clients for quick and effective implementation of suggested change
- Remarkable ability to work effectively under pressure and within collaborative team-oriented environment
- Give hands on experience to peers on Aspect.
Concentrix Daksh Services Pvt. Ltd
Analyst
02.2019 - 06.2022
Job overview
- Scheduling
- Planning and Scheduling
- Break client forecast to interval level forecast based on actual trends
- Scheduling staff based on client forecast and work on staffing proposals to improve efficiency
- Continuous analysis of project performance and suggest different options for improvement
- Plan staffing for special days and events (Holidays and PPV events)
- Provide weekly staffing view to internal clients and suggest Overtime requirements/Offline guidance on interval level
- Maintain consistent dialogue with internal clients for quick and effective implementation of suggested change
- Handling inbound calls for clients/Operation
- Setting up accounts in IEX
- Troubleshooting related to IEX issues like not receiving real time feeds for agents, not receiving historical feeds etc
- For troubleshooting was connecting with vendor (NICE)
- Transitioning of new accounts
- Remarkable ability to work effectively under pressure and within collaborative team-oriented environment
- Give hands on experience to peers on IEX
- Shadow them on day-to-day tasks to ensure smooth transition.
ANI Technologies Pvt. Ltd, OLA Cabs
SR. Executive WFM
01.2016 - 01.2019
Job overview
- RTA and Scheduling
- Scheduling staff based on forecast and work on staffing proposals to improve efficiency
- Responsible for training, developing, and managing performance of direct reports in area of specialty, also mentoring, coordinating, planning, and providing suggestive direction for Operation’s work group(s) in accordance with the organization’s policies and applicable real-time measures to bring up a program’s performance
- Coordinate with leadership within WFM & Operations for performance management discussion to ensure overall profitability via Strategy Conference Call, Live Meetings and thorough documentations of reviews
- Manage the schedule adherence of a process on real time
- Implement Break and schedule management to increase process performance with respect to call answering capabilities
- Continuous analysis of project performance and suggest different options for improvement
- Plan staffing for special days and events (Holidays and PPV events)
- Continuously monitor call flow for any spikes and communicate the same to the floor with the help of Managers/ Team Leaders
- Coordinate training/coaching during lean volume as per Agent availability management
- Track/monitor/escalate the tool/technology outages to IT team/other Center and Other Team
- Essential Daily Activities in SL Desk or MIS
- Ensure AUX control by strictly from Skill AUX Report and Real time monitoring
- Monitor Queue Status including Calls Waiting, Oldest Call Waiting, ACD Calls, Abandoned Calls, Service Level, AHT, Calls answered, Calls abandoned
- Real Time calls Queue management
- Online coordination with other center control queue/SL monitoring.
EXL Services
SR. Executive WFM
05.2014 - 01.2016
Job overview
- Invoicing – Bill Entire)
- Handling back-office US based Travel & Logistic transaction-based process
- Handling the live floor of more than 200 FTE’s
- Scheduling and staffing basis process SLA targets for operations
- Ensure to meet the cut off over 99% on intraday basis with volume of more than 30K with 4 time zones
- Handling Critical TAT of 45 minutes
- Reporting AHT to improve the productivity or efficiency of the process
- Analyzing TAT or performances of all the teams on daily, weekly and monthly basis
- Preparing different reports, analyzing them and to use the same for the benefit of process and company
- Mapping Business Processes & Identifying Improvement Opportunities
- Generating reports and follow-up of corrective and preventive action for resolution non conformances / observations
- Timely coordinating with Manila Site of EXL to get the work done on time along with the completion
- Monitor volume, AHT, and staffing trends to forecast, ensuring understanding of variation, working to solve for staffing gaps whether in planning process or intra-day management
- Attending Daily, Weekly Intraday Tactical Meeting, Service review Meeting, Weekly operational, performance and planning meeting
- To manage daily team activities and ensure that daily operations run smoothly
- Manage key business metrics like work allocation, queue management and ensuring that all SLAs and KPIs are met on daily basis
- Run reports and conduct thorough analysis of SLA/KPI misses
- Drive continuous improvement in the team along with metrics improvement
Tech Mahindra
Customer Support Associate/ WFM Executive
02.2011 - 09.2013
Job overview
- Manage key business metrics like work allocation, queue management and ensuring that all SLAs and KPIs are met on daily basis
- Handling Complaint & Request received from IDEA frontend
- Providing appropriate resolution to customer
- Responsible to meeting operational KRA’s
- Client interaction for any suggestion and resolving the customer complaint
- Focus on 100% Quality and C-SAT
Education
SMU University
MBA
Graduate
Bhopal University
B.A form
2012
M.P. Board
12th
2007
M.P. Board
10th from Banking & Accounting
2005
Skills
- Good Understanding of Microsoft
- Driving efficiency and overall productivity
- Good Understanding of workforce Scheduling/Planning
- Good in Communication
- Efficient team player and instantaneously adaptable into many situations and roles
- TRAINING ATTENDANT
- Advanced Excel
- Presentation Skills
- Data Security
Interests
Hobbies : , Playing Cricket
Strength : Sincerity
Timeline
Manager WFM
Hindus Global solutions Pvt. Ltd
06.2022 - Current
Analyst
Concentrix Daksh Services Pvt. Ltd
02.2019 - 06.2022
SR. Executive WFM
ANI Technologies Pvt. Ltd, OLA Cabs
01.2016 - 01.2019
SR. Executive WFM
EXL Services
05.2014 - 01.2016
Customer Support Associate/ WFM Executive
Tech Mahindra
02.2011 - 09.2013
SMU University
MBA
Graduate
Bhopal University
B.A form
M.P. Board
12th
M.P. Board
10th from Banking & Accounting
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