Abdul Basit

About Abdul Basit

Skilled Workforce Management Lead analyst with expertise in real-time monitoring, forecasting, and staffing optimization to drive operational efficiency and enhance service levels in fast-paced environments.Key strengths:Intraday Management: Analyze real-time data, re-forecast, and implement countermeasures to balance service levels and occupancy.Incident Response: Manage real-time disruptions and escalate issues to appropriate teams as needed.Adherence Monitoring: Track real-time adherence, address absenteeism, and maintain accurate reporting.Process Improvement: Collaborate with teams to implement innovative solutions for better efficiency and performance.Specialties: acd, avaya, leadership & team management, communication & collaboration, capacity planning, cms, Microsoft Excel, networking, planning, quality control, recording, reports, Six Sigma. Verint, IEX

Experience

1. Workforce Management Lead

   Everise

   Apr 2024 — Present

   Real-Time Business Activity Analysis: Continuously monitors and analyzes business activities in real time, utilizing re-forecasting techniques to implement countermeasures that balance service levels and occupancy effectively.Staffing Plan Adjustments: Makes necessary real-time staffing adjustments and collaborates with operations teams to achieve service level objectives and align with business goals.Forecasting and Performance Reporting: Provides actionable insights, bridges, synopses, and plans of action for forecasting, planning, and operational activities, including intraday and post-mortem analyses, to drive continuous improvement in customer service performance.Incident Management: Oversees and manages real-time responses to critical events such as technical outages, application failures, and safety-related facility closures, escalating issues to internal and external teams as needed.Real-Time Adherence Monitoring: Tracks real-time adherence, processes absenteeism reports, manages agent hotline contacts, monitors no-call/no-show (NCNS) incidents, and ensures accurate occurrence reporting and notifications.Collaboration and Innovation: Partners with Operations and WFM teams to identify and implement innovative solutions and continuous improvement opportunities in forecasting, planning, and execution of customer service processes.

Education

• Magadh University

  Bachelor of Arts - BA

  2015 — 2018

• Indira Gandhi National Open University

  Master's degree

• Indira Gandhi National Open University

  Master of Arts - MA