Vikas Raj Email & Phone Number

I have 3 years of total experience as Command Center Ops Specialist(Real time Monitoring Data Analyst).Job description: Responsible for queue skill and adjusting staffing in line with volumeInterprets and communicate data impacting the current Service level Agreement including shift in arrivals, schedules, productivity that could impact SLA.Deliver root cause analysis to identify misses in SLAs through deep dive’s of data.Escalate all major issues and notify workforce managers, ensuring the right people know of the incident at the right time.Communicates Effectively both verbal and written form on all interactions within and outside of the workforce management team.Produce daily, weekly and monthly reporting on performance goals. Provide Support in creating and communicating site level short term capacity plans to proactively manage known or projected capacity risks.Partner across functional teams like Site ops, BI, Capacity planning etc.Tests and validate input assumptions used in headcount planning process.Will do staffing accordingly to clear backlog with in the SLAMaking shrinkage reports and filling crunches by calling for Overtimes’Sharing Hourly reports like what amount of backlog got cleared by using no. of associates head count and will calculate ETA in clearing the backlog Planning scheduled hours of Non-productive time for associates to take their scheduled breaks&lunchs.Raise’s a TT to tech teams if we come across any issues in the entire shift.Closely monitor’s the login hours of the associates, and approves Npt’s on real time basis.Shares hourly and Bi-hourly backlog reports with the team management.Initiates Internal LSE calls for any issue and findout the ways to mitigate it ASAP.

• 

  Jntuh College Of Engineering Hyderabad

  Electrical And Electronics Engineering