Mohammed Bin Mahfooz Email & Phone Number

Canada

Edmonton, Alberta, Canada

Greater Toronto Area, Ontario, Canada

India

Hyderabad Area, India

Hyderabad Area, India

Hyderabad, Andhra Pradesh

Staffing & scheduling the associates who handle inbound calls.Forecasting the call volume, identifying the outliers/data aberrations, identifying the call arrival patterns.Monitoring the real time activities of the agents to ensure they adhere to their schedules.Ensuring floor coverage during situations like system, IVR or any kind of down time which also included coordinating with I.T team, keeping the leaders/Business Units in the loop, ensuring associate’s availability on floor… Show more Staffing & scheduling the associates who handle inbound calls.Forecasting the call volume, identifying the outliers/data aberrations, identifying the call arrival patterns.Monitoring the real time activities of the agents to ensure they adhere to their schedules.Ensuring floor coverage during situations like system, IVR or any kind of down time which also included coordinating with I.T team, keeping the leaders/Business Units in the loop, ensuring associate’s availability on floor. Making sure that we utilize Productive shrinkage effectively and take measures to curb Unproductive shrinkage.Preparing & publishing the dashboards, analysis on the shrinkage and various other reports which helps operational and senior leadership in decision making.Preparing several reports using various tools like Avaya CMS, Business Objects to keep a track of several SLA’s like ASA, AHT, Abnd%, First Contact Resolution etc and report it to the designated leaders.Having an eye for detail to notice and highlight any instance which will create a negative impact towards business or Clients. Show less

Hyderabad Area, India

Excellent knowledge about the pre-tax benefit plans like Health care, Dependant care, Commuter (Parking and Transit) benefit.Very through understanding of the deduction, reimbursement process.Helping the customers understand how the plan works right from open enrollment to amount allocation, payroll deductions, incurring of expenses, expense reimbursement/form submissions and making change to the accounts during life status changes etc. Have also handled the Health & welfare project… Show more Excellent knowledge about the pre-tax benefit plans like Health care, Dependant care, Commuter (Parking and Transit) benefit.Very through understanding of the deduction, reimbursement process.Helping the customers understand how the plan works right from open enrollment to amount allocation, payroll deductions, incurring of expenses, expense reimbursement/form submissions and making change to the accounts during life status changes etc. Have also handled the Health & welfare project helping the customers understand the concept of medical plans like HMO, PPO, POS, and the deductions associated with it.Helping the customers choose the right plan and help them enroll through the online portals. Show less

Master Of Business Administration - Mba, Human Resources Management And Services

Bachelor Of Commerce (B.Com.)