Antesh Kumar Singh Email & Phone Number

Sr Manager CommOps, SRP Lead at Uber

WFM Manager CommOps, SRP at Uber

Gurgaon, India

• Analysis of call trending and performance enhancement around various Key matrices of programs.• Implement and transition new projects. Possess skills on developing and coaching team members.• Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressure environment.• Utilize expert knowledge of the inner-workings between all platforms in order to manage call volume and labor within various programs.• Analysis of call trending and performance enhancement around various key metrics of programs.• Working on Client Forecast and internal trending AHT to get the Interval level requirement on trends.• Planning for special days such as Holidays when the volume and staffing pattern can be unique.• Manage and drive the overall key KPI’s of the program while coordinating with the RTA team.• Capacity planning for future requirements, planning for any changes.• Creating new classes to meet the future requirements.

Gurgaon, India

• Building staff plans for call center and ensure highly profitable hiring and positioning of staff throughout the year. • Ensuring highly efficient shift timings for multiple LOBs meeting the client needs and operational requirements. • Analyze the call trend, determining workload at an interval level and calibrating staff to support those requirements. • Comprehensive knowledge of IEX and utilizing it to generate requirements to cater for various billing models like per minute, per call, line adherence etc • Project Implementation - Recommending HOO, Startup Headcount, Coverage and eventual/gradual build up plans/ramp plans to efficiently increase the capability of the site to handle higher share of the volume.Worked with teams and partners across multiple Geos which includes scheduling for AT&T and DTV programs in Philippines, USA, Canada, India and Costa Rica.

 Worked as a Command Center Officer in the organization and handled big programs and ensuring key matrices are met at the site level. Keep the Client and the Operations updated about the program’s performance on a daily basis and suggesting ways to improve it Keeping track of agents out of adherence through RTA – IEX, in other words maintaining the adherence of the program. Providing support to the CIS Technical team in identifying, capturing data and troubleshooting systems, telephony, or network problems. Taking the initiative of imparting training of tools, and process information to the new members of the team. Attend meetings with operations and client, discussing the project performance and deciding the strategies. Attend daily/weekly/monthly capacity planning calls, performance orientation and suggest F&S team to implement the changes in schedules. Reporting includes Variance Reports, Client Reports, End of Day Reports, Performance Reports, Outage Reports and Escalations as and when required. Offering Single Point of Contact or in other words providing a bridge between Operations and Clients. Work on driving changes and providing thought to the leadership by building customer relationship in achieving the company goals. Preparing Root Cause Analysis (RCA) on service metrics.

Gurgaon, India

• Monitor real time queue, agents on Long Calls, ACW and Hold.• Making real time schedule changes.• Monitoring and reporting site specific performance.• Preparing site specific Overs and Under report, to help cover staffing deficit

Gurgaon, India

• Key Role was to introduce new hired agents to the process (Orange) and help other agents improve their process knowledge• Take session to help agents improve process knowledge.• Provide feedback to all agents to help improve CSAT scores.• Acting Team Leader in the absence of team leads, ensure monthly team objectives are met.

Gurgaon, India

• Engage with client/customers to help troubleshoot their network issues.• Follow program related guidelines to meet CSAT scores.