Mohammed Sufian Email & Phone Number

Dubai, United Arab Emirates

Bengaluru Area, India

• As a Senior WFM consultant work with Verint & AVAYA Clients to design and deliver WFM solutions on Verint I360 & AVAYA Aura (WFO Suites) • Responsible for end to end implementation and deployment of the WFM suite, working in collaboration with our partners • Work closely with the client IT & Telecom team to make sure prerequisites are met during installation • Responsible for delivering trainings on WFM user functionality of the tool on client upgrades & new clients1. Forecasting & Scheduling2. Application Admin3. Real Time Management4. Web Monitoring5. Scorecards & KPI’s• Work very closely with the partners to deliver solution and support required to enable the client teams to be able to use the WFO suite.• Monitor processes set up by the clients on the WFO suite, provide feedback and assist the team in making necessary changes.• Responsible for hand holding & provide support to the clients post deployment• Actively monitor ongoing WFM projects to make sure there is no impact on service levels internal & External• Responsible for planning of upcoming project and making sure resources are available and scheduled accordingly• Responsible for account management, proactively monitoring the team’s performance and maintain active communication with the customer • Responsible to keep a tab on the maintenance periods of customers assigned, provide renewal quotes and liaise with their procurement team on negotiation and closure

Bangalore

Bengaluru Area, India

• As ONE TEAM work with our onshore partners to design and deliver WFM solutions.• Responsible for end to end implementation of WFM processes & procedures for the Client’s back office team.• Responsible for businesses both in project & implementation phase.• Accountable for the back office business support teams for the Client.• Work very closely with the onshore team to deliver solution and support required in order to enable them to perform better.• Analyze vast sets of data dumps to arrive at daily weekly & monthly arrival patterns.• Responsible to forecasting & capacity planning for the business on a long term basis.• Check planning accuracy on a month on month basis vs. actuals.• Responsible for providing FTE requirements to the business teams on a weekly basis accordingly.• Discuss key drivers like volumes and requirements with business teams on a monthly level and provide recommendations accordingly.• Providing the business teams with shrinkage report on a monthly level and highlighting the opportunity areas through which would lead to FTE savings.• Set up, maintain SOP’s for the WFM solutions delivered.• Transition of WFM process from US to Bangalore Center.• As SPOC for the shared services team, accountable for the teams timely and accurate delivery of solution support, Resource & Capacity planning deliverables.• Maintain proactive communication with the onshore team on the deliveries planned on a daily basis, also highlight any possible risk towards any delivery and provide an action plan to mitigate any impact or change in the delivery date of the planned action item. • Work very closely with the vendor management team and address any possible threat and ensure there is no impact on delivery. • Responsible for tracking KPI for the team and take any corrective action that may be required to mitigate any impact on Service Level

Ba, Acc

Intermediate, Accounting, 2Nd Division