Manage/generate short-term staff plan, lead monthly staff plan meeting Work with Human Resources, Recruiting and Training to coordinate the hiring and training of new employees.Work with training and operations to coordinate multi-skill training for existing agents Oversee proactive scheduling/approval/denial of discretionary activities such as training, meetings, overtime and undertime Perform intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements Responsible for maximizing efficiency and occupancy while meeting service objectives Perform Analysis and reporting of employee performance including schedule adherence Lead weekly and daily staffing review meetings with management and intraday analysts detailing previous and current week’s performance and forecasted performance of remainder of current week and next week, while also identifying risksPerform other duties and assignments as directed

Managed a team of Associate Intraday for command center – Responsible for intraday performance for set of assigned accounts.Responsible for managing Tier 1 metrics, Service Level, ASA, Abandon %, Occupancy etc, ensuring overall profitability of the processes by implementing labor management strategies.Responsible for implementing and maintaining consistent processes and levels of support across the centers as well as sharing in the performance objectives of programs housed within the centers.Accountable for all labour utilization and program set-up for inbound and outbound departmentsManaging the developmental training for employees regarding inbound and outbound businessesHire, train and develop personnel to staff the centres.Working with Client Services to develop action plans and resources to meet specific client needs.Responsible for measuring and trending individual program performance and lead the development of improvement plans as related to the programResponsible for identification and prioritization of areas that can have a major impact on the businessImplementation as well as ensuring smooth transition of new account.

• Work closely with Floor Controllers on Real-Time Management.a. Monitor and investigate call queue trends and suggest directions for action based on the results.b. Project Answer performance results by adjusting forecasts based on real-time trends.c. Provide directions on increasing/decreasing staff allocations per interval based on real-time adjustments to forecasts• Facilitate skill changes and trace requests as per the requirement.• Identify potential issues contributing to call traffic (ex. No calls coming in anytime within HOO, extended avail time, etc.)• Provide Tier 1 support to Operations in order to meet their daily KPI’s.• Suggesting Overtime Requirements or Voluntary go home as per intraday performance.• Host Daily Strategy Calls to review previous day’s performance as well as provide an outlook for current day and next days. Also, to discuss strategies to meet requirements. • Representing on Capacity and scheduling calls, sharing real-time challenges.

Schedule adjustments/ tweaking as required per over under or client requirement.Future released schedule adjustments for coaching, meeting, CE, etc. (exception requested by OPS)VGH \ OT Management.Manage tool downtime. Submitting Trouble Tickets

• Worked as a Tier 2 Associate (escalation calls and chat support for tier 1 agent )• Monitoring agent calls and providing feedback. • Supervise the new joiners. Mentoring, helping new agent to nurture their skill set. • Backup Team Lead (Managing team daily data and taking huddle, making reports, taking care of the Team in the absence of Team Leader ).