 Responsible for scheduling Agents(600+) in Contact Center using workforce management(WFM/ Blue Pumpkin)
 Exceptional command of advanced forecasting techniques for inbound & outbound platforms
 Weekly traffic pattern review to define the most appropriate resource allocation methods
 Forecast workforce capacity needs keeping in view of current, historical, demographical & segmented volume
 Preparation of reports on daily, weekly, bi-monthly & monthly basis for higher management
 Maximizing Agents productivity & leave administration for all staff
 Contact Center Floor management, staff motivating, coaching & counseling techniques
 Calculating trunk requirements, forecasting call load and monitoring of staff performance
 Nationwide traffic and load management, while utilization of “Best Call Routing” among three Centers
 Live and historical adherence monitoring to attain set goals
 Compilation of Monthly performance incentives Plan, EDAs, payouts for about 600+ Staff
 Complete understanding of AVAYA solution, (Ad-hoc & CMS etc.)
 Statistical review and analysis of “Service Levels” & Customer Satisfaction Survey
 Creation of Reporting templates for outsourced staff
 Preparing Daily/Monthly/Quarterly/Annual performance reports of 600+ Staff
 Prepare Contact Center Headcount for HR Staffing
 Contact Center Teams Reshuffling on yearly basis
 Assigning functions in Impact 360 (WFMS) in view of historical, demographical & Segmented Call flow
 Scheduling trainings for all Call Center staff
 Daily reporting includes Service Level, Manning, Agent Shrinkage & Occupancy

 Keeping the record of resignation and processing the documents to HR
 End to end coordination of recruitment process of contact center and keep track of hiring
 Follow-up with support departments for effective system login management (activation/deactivation) at the time hiring or resignations
 Coordinating with respective department in all kinds of transfers/ movements
 New Hires Training Status, coordination with QAT
 Help in maintaining Contact center database (i.e. Seible, softphone, Nadra, Avaya, mailing address, official/employee phone, monthly grades, Salary/deductions, attrition reasons etc.)
 Reporting the attendance status of Floor supervisor and Floor Managers to CCM
 Help floor management for KPIs calculation and keep a record of the monthly grades for TLs, FS & FM
 KPI related Summary to CCM
 Help floor management for contact Center annual performance appraisals and maintain historical performance details of all employees (promotions/ demotions)
 Highlight areas which are escalating repeatedly
 Contact Center Event Management (Monthly Awards Ceremony from printing and signing of Certificates to distribution of Awards)
 Managing Distribution from HR (Magazines, cards etc.)
 To support floor management for smooth execution of different recreational activities in Contact Center
 Collect in house training nominations from floor as and when required, compile and send to CCM and keep record of it
 Monitor daily operational activities as directed by CCM
 Perform other tasks as assigned

Worked as Team Leader of Contact Center From Feb 2012 till Dec 2013

 Evaluated Calls taken by the CSR’s and provided them the feedback based on the requirement of Quality Services on daily basis
 Provided the CSRs all the necessary coaching required
 Kept the check on all the Team Members Daily Performances through MBWA (Managing by Walk About)
 Provided timely feedback after listening to the CSR’s live call
 Represented the Team Performance after every 15 days to the direct hierarchy
 Kept the track record of every CSR’s leaves
 Meet the standards of Adherence as per the defined criterion
 Fulfilled all the needs of the CSR’s whenever required as per the Policies
 Trouble shooting the problems faced by the CSR’s then and there
 Dealing with the customers over the call and proving them the First Call Resolution meeting all the parameters of Time lines, Quality standards provided

 Handled of Blackberry Administration Portals
 Troubleshoot related to Blackberry and GPRS
 Training of team on periodic basis
 Coordination with other departments for follow-up of complaints
 Analysis on team performance for the whole month
 Presentation of month end report to management
 Shift highlight and other reports as per requirement
 Assigning Projects/Survey to team

 Provided proactive support to floor through constant spot-check and feedback
 Monitored Team Performance, targets, variances, errors, adherence etc.
 Evaluations
 Prepared of Daily Feedback and Data to Analyst -Based on total evaluations
 Reviewed Reversals and compiling reversals for QA supervisors
 Ensured Daily calibration is done
 Compilation of TNA feedback
 Correspondence with different departments for implementation and amendments in the policies and procedures
 Training and coaching of new QA Supervisors and refresher training
 Refreshers on products / services / complaint handling skills/SOPs. After verification with other departments
 Attended weekly clinics for highlighting the top areas of deductions

 Handled of calls from customers
 Maintained follow-ups regarding customer queries
 Managed team meetings and presentations
 Managed information regarding day to day queries
 Training of newly hired representatives regarding system and product information
 Work load sharing

 Customer dealing
 Reconciliation of Cash and reporting to Head Office on daily basis
 Maintain Bank Reconciliation on monthly basis, Daily Activity Reports, Stocks Reports
 Booking of New Stocks
 Sales processing. -Postpaid, Prepaid, Scratch Cards.
 Handling of Sales Return and Bill Adjustment.
 All Cash Room Activities

 Daily meeting with Team Members
 Designed Customized personal financial portfolios for Potential Clients
 Designed Operating lease plan for clients -Car financing
 Designed sales target and launching sales force to attain the targets