Mohit Mendiratta Email and Phone Number

Forecasting, Planning and Scheduling Digital Experience

• Scheduling for various on/off shore accounts using tools like Blue Pumpkin and IEX.• Creating Dashboards for accounts. • Mentoring and providing support to the local site WFCs. • Breaking of daily/weekly forecast provided by the planner into interval level forecast.• Create new macro based templates for dashboards and day end performance reports to reduce the work time.• Providing trainings to Operations team regarding the process flow for WFM in context with RTA and Scheduling.• Successfully handling the Tier 1 metrics, Service Level, ASA, Abandon %, Occupancy etc., ensuring overall profitability of the processes• Responsible for the day to day, monitoring of projects for Real Time Adherence, Schedule Adherence, Line Adherence and other related Work Force Management Functions. • Intraday management, line management, Queue management and Staffing.• Development and maintenance of Standard Operating Procedures (SOP)• Reporting includes 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.• Effective management of the Service Level Agreement as per client requirement.• Work on driving changes and providing thought to the leadership by building customer relationship in achieving the company goals.• Preparing reports & other statements with a view to apprise management of the process operations and assist in critical decision-making process.• Working on various tools like Avaya, Blue Pumpkin and IEX.

Team Leader WFM• Successfully handling the Tier 1 metrics, Service Level, ASA, Abandon %, Occupancy etc., ensuring overall profitability of the processes• Responsible for the day to day, monitoring of projects for Real Time Adherence, Schedule Adherence, Line Adherence and other related Work Force Management Functions. • Intraday management, line management, Queue management and Staffing.• Development and maintenance of Standard Operating Procedures (SOP)• 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.• Effective management of the Service Level Agreement as per client requirement.• Work on driving changes and providing thought to the leadership by building customer relationship in achieving the company goals.• Handling all sort of downtime and escalating it to client join Client Bridge call whenever needed.• Determining training needs of associates and conducting suitable training programs to enhance their operational efficiency leading to increased productivity.• Preparing reports & other statements with a view to apprise management of the process operations and assist in critical decision-making process.• Communicate with client for performance review on operational metrics, new product launch.• Giving tier one support to all the processes for the tools being used. • Keeping track of agents out of adherence through RTA – IEX, it results in maintaining the adherence of the program

Managing basic WFM ActivitiesManaging basic MIS ActivitiesReal Time monitoringEnsuring on time delivery for performance reports on various parameters for entire centre.

Managing basic WFM Activities Responsible for Reporting daily centre metrics (internal and client) on all processes, teams, and agent performance. Managing basic MIS Activities: Ensuring delivery of SLA Report, Dash Boards and Adhoc reports. Ensuring ontime delivery for performance reports on various parameters for entire centre. Generating & Analyzing Daily Performance reports with respect to the inbound as well as blended campaigns. Designing work & break schedules for all the process & tracking Schedule. Have knowledge of VoIP and Nortel Network using tools like CC Pulse & RT-1000. Real Time monitoring for two centres.

Handling Inbound Calls (Retention) and resolving customer queries and complaints