➢ Track, analyze and report center and agent performance with reports from ACD and other back-end databases.➢ Analyze and report historical data and trends and develop forecast models.➢ Generate, update and maintain long-term and short-term forecasts.➢ Manage employee information changes.➢ Manage scheduling process across multiple sites/entities.➢ Manage proactive approval and denial of discretionary activities; such as vacations, trainings, meetings across multiple sites/entities.➢ 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.➢ Generate new forecast when current day forecast has high deviation from actual.➢ Perform other duties and assignments as directed.

➢ Real Time Queue monitoring and floor adherence tracking for programs across different location.➢ Interaction with Internal and External clients.➢ Data interpretation and analysis.➢ Watch trend in productivity and adherence and raise alarm appropriately.➢ Work closely with the Operations team to ensure respective line of business are in line with requirements and associate availabilities are conducive to the business needs.➢ Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and employee satisfaction.

➢ Trained in Credit cards functioning. ➢ Handled calls from the customer, who holds Credit Card or World Money Card, providing on call resolution on their query, request or complaints.➢ Selling other products of Insurance, Converting high value transaction into EMI, Cash on call, and Credit card based loans like Alop, Clop, and Tlop.