Yashi Lekhwani

- Managing the Headcount report for Project with stake holders

- Track the everyday attendance and provide recommendations for understaffing and overstaffing.

- Coordinate with WFM and other Traffic Analysts on the same campaign to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day

- Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines for the campaign

- Inform Operations management so decisions can be made regarding OT, offphone/chat activities with up-to-the-minute daily statistics

- Prepare and send intraday as well as daily, weekly, and monthly performance reports and Provide support in identifying, tracking, and reporting system issues/downtime

- Review and analyze contact arrival patterns and provide recommendations to improve customer practice

- Ensure data integrity within the WFM system

- Provide historical reporting compilation as required by the campaign

- Produce and review reports; recommend productivity and efficiency improvements - Supervise the RTA team, monitoring and leading

• Joined Accenture in Feb 2020, was hired at an Analyst position and in June 2021 was promoted as an SME
• To guarantee that common objectives are reached, established and maintain strong relationships with the key stakeholders from all the sites
• Dealing with the client & operations regards to training request, New Hire batch request, and weekly performance discussions
• Strive for real-time adherence to service levels and efficiency metrics goals by comparing predicted capacity to actual performance
• Sharing of the Analytical input in the process for smooth running of operations, consistently achieving KPIs and SLAs set by the clients with strict adherence and quality parameters
• Sharing and overlooking previous trending forecasts and planning to tackle the upcoming challenges in process
• Active participation and coordination in cross department activities like quality teams, transport team, HR department, voice/non voice teams
• To maintain the Business SLA by scheduling staff for login, lunch, breaks and weekly off times as well as queue monitoring
• Informing the leadership team on staff productivity, Performance measurement, also accountable for client's requirement.