Vyshak Jagdish

Contact point for 4 Accounts (Chat & Voice) with a team of 15 Professional WFM Executives to manage Program Performance Metrics reporting & Real Time Queue Management

Assisting Account Heads to help drive performance providing Performance Reports and BI Solutions

On boarding New Accounts and providing support to till BAU

Weekly Connects with Account Managers and Clients on Headcount & Performance to drive necessary changes

Responsible for driving optimal efficiency in programs through constant analysis and improvements of productivity and utilization plans continuously audit WFM Processes, identify opportunities for improvement.

Deliver optimal scheduling for our clients while preserving employee value to ensure efficient execution of Real-Time Management process including queue management and intra-day variance analyses

Encompassing data and reports from multiple sources for real-time and periodic reporting

Generate timely and accurate reports for analysis. Creating MIS/ Dashboard report and presenting it to the concern Department.

Implement and analyze data to create daily, weekly, monthly, and quarterly reports

Create development plans for all subordinates to maintain and improve their WFM skill levels.

Weekly Connects with subordinates providing Feedback and Skill/Personal Development Plans

Developing subordinates to elevate their skills to a leadership role by mentoring and providing timely Organization Development Skills

Working Closely with In House Product teams on initiatives and product development and upgrades

Established open and professional relationships with team members which helped resolve issues and conflicts quickly.

Built strong relationships with customers through positive attitude and attentive response.

Real Time Management to identify queues, maintain service levels and ASA, identify unproductive associates and manage areas with unusual calling patterns.

Lead weekly and daily staffing review meetings with management and intraday analysts detailing previous and current week’s performance and forecasted performance of remainder of current week and next week, while also identifying risks.

Manage proactive approval and denial of discretionary activities; such as vacations, trainings, meetings.

Responsible for driving optimal efficiency in programs through constant analysis and improvements of productivity and utilization plans continuously audit WFM Processes, identify opportunities for improvement.

Encompassing data and reports from multiple sources for real-time and periodic reporting.

MIS reporting by using MS Excel at Operational and Client level.

Generate timely and accurate reports for analysis.

Implement and analyze data to create daily, weekly, monthly, and quarterly reports

Joined as a Customer Service Executive for a Travel Voice Process, providing Customer service To UK and Ireland Customers.

Provided company information and policies to customers upon inquiry and answered questions via phone & email.

Assessed customer service trends and evaluated complaints to determine areas in need of enhancement and align teams to better meet customer demands.

Developed working relationships with internal and external customers while assisting with account management duties.