Mahaboob

Working Experience Details:

Working as aProject Lead in Microsoft (Masycoda Solutions) forWork Force Management

Duration: February 2018 – December2019

Environment:Genesys, Power BI, and MS Office Tools and SQL database.

Roles & Responsibilities:

·        Communicate to vendors on daily basis on the staffing by calls, emails.

·        Updating all the staffing data over Power BI and presenting them all over the Vendor calls weekly and monthly.

·        Checking with the vendors regarding mitigations, actions and changes that they are going to take to make adequate staffing for the call volume given.

·        Checking with the vendors regarding performances and reasons if they missed it.

·        Sending all the MOMs which has been discussed over the calls to all vendors and Microsoft Management.

·        Making sure all the required staff has properly been scheduled, if not checking with vendors for the changes.

·        Responding all types of staffing related queries over emails and calls.

Data Base: SQL

·        An in-depth grasp of SQL reporting, analytics and business intelligence

·        Great expertise in processing data and flowcharting techniques

·        Excellent understanding of database structures, principles, theories and practices.

·        Conversant with T-SQL coding

·        Great problem solving and analytical skills

·        Able to manage all the stages of software development

·        Great experience in the Oracle platform especially on SQL standards and Java

·        Excellent grasp of data warehousing and such processes as extracting, transforming and loading

·        Able to communicate clearly and get along well with other coworkers.

·        Able to identify and resolve intricate problems

Workedas aSrAssociateCommand Centerin Tech Mahindra Pvt Ltd forWork Force     Management/MISin Hyderabad 

Duration: March2017-September 2017

Environment: AVAYA CMS, IEX, Genesys and MS Office Tools.

Roles & Responsibilities:

·        Monitor intraday performance of call volume and staffing levels across multiple locations, to ensure ongoing service performance is maintained, identifying and responding to periods which require remediation tactics (e. g. adjusting schedules, canceling offline activates, posting extra hours) .

·        Monitor, record, and escalate real-time schedule adherence impacts; including tardiness, absenteeism, and other schedule deviations.

·        Coordinate with outsourced service providers daily, to ensure staffing performance is meeting or exceeding acceptable standards.

·        Adjust routing schemes and realign resources to optimize coverage and service based on skill set and priority, across multiple sites.

·        Recognize and initiate escalation process for systems outages and submit problem tickets to the help desk and initiate appropriate tactics to ensure service levels are maintained.

·        Maintain and track accurate records of PTO accruals, attendance, and time off usage via Workforce Management system.

·        Communicate with remote centers and staffing agency to input all callout data into IEX in a timely fashion to ensure intraday in IEX is kept up to date for analysts and management team.

·        Execute reporting packages for agents, teams, and programs to provide analysis of areas of opportunity, AHT, ACW, QA, Schedule Adherence, SVL stats for previous day, WTD, and MTD.

Worked as an AssociateCommand Centerin Convergys India Services Pvt Ltd forWork Force     Management in Hyderabad 

FromFeb-2016 to March-2017.

Environment:AVAYA CMS, IEX, Genesys and MS Office Tools.

Responsibilities:

·        Conduct real-time monitoring of queues and skill sets, regardless of the location, and identifying intra-day trends. Maintain a special emphasis on looking for possible downtime and telephony issues.

·        Work with NOC, PBX, Operations, and Remote Centers to manage and resolve downtime and telephony issues.

·        Make adjustment to call allocations driven by the real-time trends.

·        During low call volume, work with a senior member of the Command Center to offer voluntary time off, force agents to leave early, or allocate resources to alternative tasks.

·        Execute reporting packages for agents, teams, and programs to provide analysis of areas of opportunity, AHT, ACW, QA, Schedule Adherence, SVL stats for previous day, WTD, and MTD.

·        Send out hourly performance updates including interval and intraday SVLs, % to forecast, ASA, and callouts.

·        Leading a team of 10 agents and monitoring the intraday activities of the team to ensure smooth functioning in the programs.

·        Maintaining good team hygiene along with keeping the team motivated to work efficiently