Roles and Responsibilities:Forecasting & Scheduling:Forecasting AHT on basis of call volumes and meeting PCA levels agreed with clients.Scheduling IDP’s to ensure the SLA, schedule adherence & other goals are met.Calling out challenges for SLA misses in advance & providing possible solutions.Capacity Planning:Optimization of resources, Supply and demand alignment, optimize cost and risk.Building Cap plans for new accounts.PMO:Coordinating with PMO team for update on recruitment, budgeting and forecasting the peak numbers.Understanding project deliverables and gathering status reports.Reporting & MIS:Reporting dashboards for Operations.Maintaining Performance related Dashboards in Power BI.Scorecard Management by collecting stats as per the KPI’s and Qualifiers.Conduct weekly calls with the client to understand expectations, provide feedback and MIS reports and resolve queries or escalations.Publishing daily/weekly/monthly reports to the stake holders as per requirement.Ensuring accuracy of reports and timeliness.Process Improvements Plans:Measure and improve quality of the process by implementing process improvement plans and lean projects on a periodic basis.Conduct training for the New Starters and Refresher trainings for the tenured staff.

LEAD WFM ANALYST - MIS REPORTINGRoles and Responsibilities:1. Responsible to generate, maintain, consolidate and track various Daily/Weekly/Monthly MIS reports for one of the biggest E -Commerce client.2. Proactively interact with multiple internal/external stakeholders on a daily, weekly and monthly basis for preparation of MIS reports.3. Analyze data and reports from various sources and provide actionable insights and suggestions.4. Prepare Ad hoc reports based on the requirements from the stakeholders.5. Identify the opportunities of automating the reports, snapshots and dashboards using advanced formulae and other techniques.6. Make reports contextual - provide information based on target audience.7. Ensure on-time and accurate delivery of reports, analysis and service requests.8. Continually monitor trends, performance & assist managers in making process improvements.9. Ensure individual & process-wise performance data is captured, provide operational metrics to management as required.

1. Updating Staffing recommendations based on forecasting to meet staffing numbers.2. Timely creation and maintenance of schedules for multiple sites.3. Ensure staffs are aligned on shifts that match business requirements , propose strategic recommendations.4. Interval , daily, weekly, monthly, annual analysis of historical performance.5. Coordinate with clients to schedule training, meetings, offline activities in timely manner.6. Communicating with clients related to staffing/trends.7. Performing additional duties (Managing team of 10 FTE’s).8. Doing Quality Audits.9. MIS reporting10. RTA analyst11. Providing data inputs to Assistant Manager regarding Performance Management(KPI’s and Competencies).12. Coaching and Training to new joiners.13. Stakeholder Management.14. Capacity Management.

TRANSACTION PROCESSING OFFICERRoles and Responsibilities:1. Worked as Transaction Processing Officer for Underwriters Group2. Indexed claims related to Auto, Health, Liability, Property etc. or other Line of businesses.3. Studied various cases to group them under the right policy.