Workforce Management Expert | Operational Excellence | Resource Optimization9 years of experience in driving workforce optimization, operational excellence, and stakeholder engagement.Proven ability to lead and manage global teams in the APAC region.Expertise in workforce management, stakeholder management, team management, project management, and client rapport.Accomplishments:Led a team of over 25 direct reports in delivering exceptional workforce management solutions.Successfully transitioned chat and email tools from Live Person to Sprinklr, empowering teams with improved tools, metrics, and custom logic.Partnered with Sprinklr support to resolve metric-related issues and ensure a smooth transition.Developed a data migration and automation strategy that transformed manual reporting into automated dashboards in Looker Studio.Customized absenteeism, deviation, utilization, and other reports to provide actionable insights for clients.Successfully delivered special insight requests on complex metrics such as AHT, FRT, and detractor defaulters.I am passionate about helping organizations achieve their workforce goals by leveraging data, technology, and process improvement. I am a strong believer in collaboration, innovation, and continuous learning. I am always eager to take on new challenges and contribute to the success of my team and my organization.
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Workforce ManagerIntouchcxHyderabad, In
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Workforce ManagerIntouchcx Nov 2023 - PresentHyderabad, Telangana, India -
Assistant ManagerIntouchcx Jun 2022 - Nov 2023Hyderabad, Telangana, IndiaData-driven leader with a proven track record of managing and motivating teams to achieve ambitious goals.Successfully led the transition from Live Person to Sprinklr, empowering employees and partnering with support to ensure a smooth migration.Developed and implemented a data migration and automation strategy that eliminated manual tasks and improved efficiency by 20%.Experienced in working with a variety of tools and technologies, including Looker Studio, Sprinklr, and Live Person.Passionate about using data to drive business decisions and improve customer outcomes.
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Senior Team Lead24-7 Intouch Dec 2019 - Jun 2022Hyderabad, Telangana, IndiaManaged a team of 10 direct reports from diverse functional areas, ensuring the smooth delivery of daily activities such as reporting, forecasting, scheduling, and monitoring.Served as a liaison between various internal teams, fostering collaboration and alignment in service delivery.Identified and implemented process improvements, resulting in increased efficiency and accuracy.Conducted regular performance evaluations and provided coaching and mentoring to support team development.Developed custom templates in Excel and Erlang to streamline headcount planning.Generated valuable reports and trackers, including organization-level scheduled vs actual deviation report, cab deviation summary, and outage tracker, to enhance visibility and accountability. -
Senior Real Time AnalystKnoah Solutions Nov 2015 - Dec 2019Hyderabad, Telangana, IndiaExpert in workforce management, skilled in managing agent schedules and breaks across multiple lines of business (LOBs) and groups.Proactive in identifying and addressing deviations from schedules, breaks, and absenteeism, ensuring adherence to operational standards.Skilled in generating comprehensive reports on agent performance, shrinkage, and program effectiveness to drive data-driven decision-making.Efficient in managing agent access, including ID creation, credential changes, and concurrency adjustments to facilitate smooth operation.Expert in conducting post-mortem analyses to identify root causes of service level (SL) failures and recommend corrective actions.
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Financial AdvisorLic Jan 2014 - Oct 2015Hyderabad, Telangana, IndiaProvide holistic financial advice and planning to clients, taking into account their objectives and risk appetite.Assess clients' risk tolerance and suggest appropriate financial products and investments.Continuously monitor clients' financial plans, track their progress, and make adjustments as needed to maintain their financial well-being. -
Operations Team LeadHrh Next Services Pvt Ltd Dec 2012 - Nov 2013Hyderabad, Telangana, India• Timely orientation of the Team through regular briefings and meetings• Active participation in Weekly Client calibration, call calibrations to minimize the Variance• Appreciate the top and best performers of the day. Share the success and failures of the team and ensure the best practices are implemented across the team• Monitoring agent calls, analysing performance and providing valuable Feedback as well as charting out plans for improvement in quality and Service standards. -
Senior Customer Service AssociateIntelenet Global Services Private Ltd. Jan 2012 - May 2012Hyderabad, Telangana, India• Assisting Agents while on live Calls and resolving their queries to ensure better Customer service and reduce their AHT.• Handle irate customers and ensure that the customer queries are resolved within the committed time frames and escalate them to relevant departments if required -
Customer Care ExecutiveAllsec Technologies Limited Nov 2010 - Dec 2011Hyderabad, Telangana, India• Handling Live calls and assisting customers in resolving their queries• Meeting my targets set for the week and month for all the KPIs -
Sales ExecutiveTeamlease Services Limited Jul 2007 - Sep 2008Hyderabad, Telangana, India• In-store sales executive to help customer choose the right product• Offering the best value for money products and help store in the clearance for certain products
Frequently Asked Questions about Prathik Yadav
What company does Prathik Yadav work for?
Prathik Yadav works for Intouchcx
What is Prathik Yadav's role at the current company?
Prathik Yadav's current role is Workforce Manager.
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Prathik Yadav
Secunderābād -
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Prathik Yadav
Karnataka, India
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