Sheetal Devi Email & Phone Number

Auckland, NZ

Auckland, New Zealand

Manage a team of RTAs, Scheduler and Reporting Analyst and guide them to achieve their KPIs and provide development opportunities. Work closely with the Capacity Plan to help solution staffing/recruitment requirements considering other attributes such as Shrinkage, Occupancy, AHT (talk-time, hold, ACW), Abandonment, ASA, In-Office and Out-of-Office.

Auckland, New Zealand

Auckland, New Zealand

• Analysis of Schedules and resources for the account for 4 Lines of Business at site involving over 300 Agents to ensure staffing meets client's requirements for 7 days per week operation
• Capacity planning and forecasting with the client
• Conduct real-time monitoring of queues and skill sets and identifying intra-day trends
• Conduct real-time monitoring of agents to ensure schedule adherence and notify support personnel on floor to resolve adherence issues
• Address low call volume/ high call volume as appropriate while considering the Service Level
• Lead RTA team to manage contact center KPI’s within my control

Auckland, New Zealand

• Managing 4 Lines of Business at site involving over 300 Agents to ensure staffing meets client's requirements for 7 days per week operation
• Perform Analysis and provide recommendation: Unplanned Absence, seat utilisation, Cap Plan forecasts for Planned Absence
• Monitoring Service Levels and call volumes and taking appropriate actions
• Aligning schedules to be in line with future requirements by client
• Provide information update to Client as well as update relevant online tools with site’s data
• Analyse data for individual teams for all 4 LOBs, identifying outliers and provide recommendation to Team Leads

Auckland, New Zealand

• Provide 1st and 2nd level remote technical support to customers in Asia Pacific for one of the telecommunications giants in the market focusing on operating system, hardware, peripherals, software, routers and backup.
• Research for and provide appropriate solutions within strict timeframes whilst following client’s policies and procedures to ensure correct resolution of issues
• One of the record-holders for highest consecutive customer satisfaction record for site (Awarded: October,2013)
• As Account Security, support customers with their account and security issues
• Register and log information in relation to all support activities detailing issue, troubleshooting steps and solutions
• Maintain world-class customer satisfaction level under high-pressure environment.

• Facilitated and managed TAFE – WSI Diploma of IT (Networking) program
• Met Revenue targets for the department by creating a workable budget
• Provided monthly reports to management on staff engagement and financial status
• Managed, coordinated, mentored, assessed, counseled IT trainers on class delivery and assessment, maintaining records for the Roll book as per Supervised Teacher Agreement
• Ensured the effective implementation of programs to meet the training requirements through efficient use of resources and manpower
• Analysed course evaluation feedback to identify areas of improvement and guided the team accordingly to improve on areas identified

• Conducting training at the centre as well as in-house training
• Preparing material for and conducting Training Needs and Analysis
• Developing courses and assisting in write up for courses handbook.
• Conduct IT training for: > local short courses mainly comprising of Microsoft Office Package > TAFE IT course - Diploma of Information Technology (Networking). > ICDL (International Computer Driving License) course..
• Prepare session/lesson plans for TAFE (TAFE NSW-Western Sydney Institute) IT courses assigned to deliver to local students.
• Deliver theory/practical sessions to achieve all the required learning outcomes/competencies.

• Conducting training at the centre as well as in-house training
• Preparing material for and conducting Training Needs and Analysis
• Developing courses and assisting in write up for courses handbook.
• Conduct IT training for: > local short courses mainly comprising of Microsoft Office Package > TAFE IT course - Diploma of Information Technology (Networking). > ICDL (International Computer Driving License) course..
• Prepare session/lesson plans for TAFE (TAFE NSW-Western Sydney Institute) IT courses assigned to deliver to local students.
• Deliver theory/practical sessions to achieve all the required learning outcomes/competencies.

• Corresponding with NIIT’s main franchising body in India through email and telephone-conferencing and inform relevant personnel concerned about the progress of the institute and future strategic plans.
• Train and inform new staff about counseling and IT courses.
• Delegate tasks to junior counselors and compile reports on their tasks/activities.
• Maintain eNCORE (database) system of the centre.
• Meet, enlighten corporate companies about IT courses on offer through presentations.
• Advise students about courses to take and the content of the course as well as conduct classes.

Masters, Computing Science & Information Systems

Post-Graduate Diploma, Computing Science & Information Systems

Bachelor Of Science, Computing Science & Information Systems

Education record