Jasneet Kaur Email and Phone Number

• Developed and maintained short-term and intraday forecasts for call and chat operations, achieving an average monthly forecast variance of just 5%, thereby enhancing workforce planning accuracy.• Effectively managed agent schedules across multiple channels, optimizing resource allocation and achieving a 2.5% reduction in shrinkage, leading to improved operational efficiency.• Conducted in-depth analysis of historical data to inform business decisions, resulting in a significant improvement in forecasting accuracy and better alignment of resources with demand.• Collaborated closely with operations teams to gain a comprehensive understanding of business requirements, leading to the development of optimized call routing rules that reduced average handle time (AHT) by 30 seconds.• Produced and presented detailed KPI projections and performance reports to senior leadership, delivering actionable insights that drove operational enhancements and strategic decision-making.

• Spearheaded the scheduling process for inbound phone, chat, and back-office teams, balancing employee availability with operational demands to ensure optimal service delivery.• Leveraged Verint to accurately predict short and long-term call volumes and staffing requirements, fine-tuning schedules to meet established service goals.• Collaborated closely with operations leadership to devise capacity plans, adapting staffing levels in response to unexpected spikes in demand and employee absences.• Analyzed historical performance data to create insightful reports on resource utilization, contributing to ongoing improvement initiatives.• Offered recommendations on agent productivity and operational efficiency to uncover opportunities for workforce enhancements and process optimization.

• Monitored real-time performance metrics in a multi-channel contact center to ensure service levels were maintained, utilizing IEX and Avaya ACD systems.• Analyzed call volume patterns and agent availability to make quick staffing adjustments as needed.• Worked with workforce management and operations teams to address staffing needs and their impact on service levels.

Directed hiring and onboarding programs for new employees. Educated employees on company policy and kept the employee handbook current. Coordinated and engaged with leadership in planning and organizing calendars, events, andactivities.