Vivek Sheel Sinha

8.5 years of professional experience. I excel in optimizing staff schedules for 2 Line of business to meet demand while managing labor costs. My proficiency includes forecasting, staffing and schedule adjustments. With a background in workforce and in operations, I have contributed to workforce efficiency and customer support. Seeking an opportunity where I can utilize my professional skills and learnings.

• Manage agent preferences, time-off requests, trainings and overtime based on the reports on performance and business goals.
• Review current processes of scheduling and staffing and uncover potential opportunities for efficiency improvement.
• Consult with operations to develop staffing requirements by setting thresholds for overhead, time-off, overtime and absences.
• Develop schedules and staffing plans for assigned business in an accurate and timely manner.
• Maintain various WFM tools and set ups e.g., IEX entities etc.
• Collaborate with other WFM departments like real time and planning to constantly review and improve the health of business and increase profitability.
• Floor Support & Customer Escalations handling.
• Manage daily team activities and ensure that the daily operations run smoothly.
• Manage key business metrics and SLA such as CSAT.
• Monitor service levels and ensure SLA's are met.
• Resolving customer queries and complaints related to products.
• Ensure timely follow up and closure of complaints within defined timelines.
• Follow a customer centric approach.