Sabir Sayed Email & Phone Number

Mumbai

Working on Long and Short term Forecasting & Capacity Planning for department to maintain right manpower with projected volume for voice and chart process.• Manage planned shrinkage/attrition & make necessary changes in the capacity planning to achieve SLA target.• Working on budgeting exercise for fiscal year.• Understanding business needs and designing a roadmap for further development and extending post implementation support.• Informing the client and Internal stake holders about constraints, assumptions, risks, dependencies, issues and plan of actions, associated to the projects.• Developing reports, building test cases, and conducting unit & regression testing; optimizing the performance of the reports• Customizing processes in line with the guidelines specified by the client, ensuring smooth project implementation and product go-live.• Notify business users if daily loads are delayed/completed as per the scheduled time to view the strategic business reports.• Send critical business reports daily in their.• Supporting team throughout if any challenge come and give them proper guidance.

Mumbai, Maharashtra, India

Understanding business needs and designing a roadmap for further development and extending post implementation support.Informing the client about constraints, assumptions, risks, dependencies, issues and plan of actions, associated to the projects.Developing reports, building test cases, and conducting unit & regression testing; optimizing the performance of the reportsForecasting & planning for medical scribing process.Customizing processes in line with the guidelines specified by the client, ensuring smooth project implementation and product go-live.Notify business users if daily loads are delayed/completed as per the scheduled time to view the strategic business reports.Send critical business reports daily in their mailbox.Budgeting exercise for fiscal yearCapacity planning for department to maintain right manpower with projected new employee hiring plans.Handing RTA/MIS team of 6 team members.Supporting team throughout if any challenge come and give them proper guidance.Working on Headcount data, monthly Incentive data and on Attrition tracker.Manage planned shrinkage & make necessary changes in the schedule to achieve SLA target.Highlight System and tools related issue to client.

Mumbai, Maharashtra, India

Working as WFM/MIS Sr.Executive in WNS Global Services from September 2014 to till date. Working on SLA pattern Managing Scheduling & Planning activity.  Manage planned shrinkage & make necessary changes in the schedule to achieve line adherence. Preparing Agent Performance Report, Attendance Report, Interval wise Line Adherence Report, Hourly AHTReport, Attrition tracker and Schedule Adherence Report, daily Transport data, Interval wise IVR CSAT report,Clash od Titan Report, Let Login Report, Shift non adherence Report, AM’s Scorecard, Agents Scorecard,Incentive Report, Attrition Tracker, Headcount Report. Dealing with client for reports like Agent Performance Report (APR), Matrices data, ID activation anddeactivation request, Shrinkage data, Down time Tracker. Preparing Weekly review data for client. Highlight System and tools related issue to client.

Mumbai, Maharashtra, India

Dakc

Worked as a Customer Interaction Executive in Reliance BPO Pvt. Ltd for Inbound process. Coordinate as well as communicate with the team members as well as the other heads and all other colleagues. Working with Team Leader to develop / implement action plans to achieve desired performance level. Provide support to all the members of the teamWFM/RTA Teammember Reliance Communication Infrastructure Ltd. March 2013 to Aug 2014 Managing Scheduling & Planning activity for in-house process. Ensuring that all the processes met their respective targets. Handling Call Management System tool (CMS) & IEX tool. By using IEX – (Total View Workforce Management) i.e. a centralized platform, we are forecasting and planningmore accurately and schedule more effectively Preparing Install Capacity, Outlier Report, Absenteeism Report, Break distribution, Interval wise Forecasting,Shrinkage Data, WO Validation Report, Daily and Weekly Schedule, Login Logout Report. To enhance further Process-related knowledge to new team members and to make them comfortable withpreparation of the current activities. Managing a RTM team consist of 3 members (Real Time Monitoring) for Team Elite process, which highlightsthe abnormalities of the circle, unscheduled activity, absenteeism, outlier on real time basis , also responsible foraddition & deletion of skills as and whenever required. Taking Care of all absenteeism/breaks, Process Meetings, Calibrations as well as Log in and Log Out. Managing day to day call flow pattern & make necessary changes in the schedule to drive better SL. Maintain a call trend on weekly basis to prepare the IEX as interval wise requirement which provides the betterService Level & Real Utilization. To enhance further Process-related knowledge to new team members and to make them comfortable withpreparation of the current activities.

Navi Mumbai

Customer Service Representative Spanco BPO & Hinduja Global solution Worked as Customer Service Representative in Spanco BPO from 2008 to 2009. Join in Reliance BIGTV process for taking product activation related calls from Dealer & Engineer. For good Quality and communication record got promotion in VIP Desk . From 2011 to 2012 worked for Hinduja Global Solution as Gprs Technical Support Executive Taking escalation calls for TATA DOCOMO Gprs related providing Internet setting for mobile & computerAlso do troubleshooting for any problem present.