Javed Mirza Email and Phone Number

Scheduling, Planning

Job Profile:- Raising Alerts and sharing action plan on Changes in Call trend with effective Change Management day on day Tracking Intraday Service Levels, Abandonment , Handling Capacity and raising alerts to manage smooth flow of Business and sharing projection on Day Business Outlook Highlighting abnormalities on Adherence. Managing Records on Daily Call Flow (Call Spastics), Forecast Files and Deviations Sharing internal reports based on Operational requirement &… Show more Job Profile:- Raising Alerts and sharing action plan on Changes in Call trend with effective Change Management day on day Tracking Intraday Service Levels, Abandonment , Handling Capacity and raising alerts to manage smooth flow of Business and sharing projection on Day Business Outlook Highlighting abnormalities on Adherence. Managing Records on Daily Call Flow (Call Spastics), Forecast Files and Deviations Sharing internal reports based on Operational requirement & External reports based on client requirement. Day on day wise tracking and highlighting Late Logins, Aux outliers, less staff time in order to improve the process productivity. Planning based on analytical study of Call arrival Trend to ensure Service Level Delivery and to balance Abandonment. Tracking Site efficiency on Forecasted vs Actual. Show less

Job Profile: Tracking Site efficiency on Forecasted vs Actual. Highlighting abnormalities on Adherence. Scheduling and managing breaks in CMS (AVAYA) to meet Service Level Agreement. Ensure to meet client requirement (SL, ABN etc.) Real Time monitoring of Queue & AHT  Track slippage in real time Hourly tracking of SL & AHT and updating the relevant stake holders Capturing Downtime due to internal and external issues and sharing it with relevant stake… Show more Job Profile: Tracking Site efficiency on Forecasted vs Actual. Highlighting abnormalities on Adherence. Scheduling and managing breaks in CMS (AVAYA) to meet Service Level Agreement. Ensure to meet client requirement (SL, ABN etc.) Real Time monitoring of Queue & AHT  Track slippage in real time Hourly tracking of SL & AHT and updating the relevant stake holders Capturing Downtime due to internal and external issues and sharing it with relevant stake holders Show less