8+ years of experience in Work Force Management. Currently Handling a Team of 25 WFM Specialists and generating maximum productivity with Team. Moreover, I am responsible towards my duties. I have been awarded as Employee of the month several times.➢ Analyze the impact of volume, AHT and shrinkage on staffing requirement. ➢ Analyze staffing plans and ensure that the delivery locations are appropriately staffed based on Client requirement and internal capacity plan numbers. ➢ Establish a professional and collaborative working relationship with Client and Operations. ➢ Prepare Client Data Reports. ➢ Go on Client call and share the performance review. ➢ Prepare MTD Report, Shrinkage Report, VTO Report, Daily Performance Report and work on Intraday reports. ➢ Handling a Team of 12 RTAs and review their performance and task.➢ Meet the Service Level Agreement. ➢ Control high AHT and other parameters. ➢ Get the Auxs clear and maintain staffing as per IDP and volume trend by reaching Ops Leadership. ➢ Maintain healthy relationship with MCA Team, Operations Team and Client and getting the maximum output from Operations and RTA. ➢ Real time queue monitoring and skilling. ➢ Take care of Coding in IEX. ➢ Prepare VTO Report and MTD report. ➢ Maximize the occupancy by pushing VTO and Offline so that maximum revenue can be generated. ➢ Handle Coding & RTA Team and discuss with them regarding their task and responsibilities. ➢ Communicate and celebrate success and achievements among teammates.