Amit Kumar Email & Phone Number

Pune, Maharashtra, India

Creating weekly Capacity/Recruitment Plans, Seat Plans, FTE Plans.Managing the Monthly Bonus files of the staff.Creating excel based Dashboards for various accounts within the organization.Creating automated reporting tools.Mapping client's requirements and coordinating in developing and implementing processes in line with preset guidelines.Monitoring the overall functioning of processes, identifying improvement areas, and implementing adequate measures to maximize error free customer satisfaction level.Resolve all issues related to client services and provide complete solutions to enhance the productivity.Process cases in timely manner to achieve agreed productivity and quality targets (as amended or notified from time to time) on all the tasks worked.Demonstrate the ability to balance priorities and manage multiple tasks simultaneously.Schedule management & planning shrinkages for different clients.Auditing all the weekly and daily reports and sending to stakeholders.Manage all intraday management processes in support of operations to achieve the Business Objectives of achieving business service level objectives and maximizing efficiency and occupancy.Responsible for Quality checks and front-end audits to regulatory Quality improvement.Scheduling Weekly and Monthly Shifts Breaks and Lunches for the Employees.Scheduling Meetings, 121's Coaching's and Trainings (All types of Shrinkages).Optimizing Breaks and Meetings to ensure appropriate coverage as per the expected call flow.Interacting with the UK clients daily for updates.Preparing and publishing various reports (Login Hours, Break Anomalies, etc.)Monitoring and updating various WFM tools (Aspect eWFM, CMS Avaya).

Pune, Maharashtra, India

Handled Credit Card accounts over chat.Helped customers with various complaints, requests and queries about their accounts.Achieved the targets for all the parameters (Quality, C-sat, A-sat, Resolution and AHT) consistently.

Pune, Maharashtra, India

Received incoming calls from the customers of FIAT.Provided on road assistance to the customers at the time of breakdown of FIAT vehicles.Worked on SIEBEL (CRM) for FIAT.Achieved “Star of the Month” for top PMI scorer in the process.