Ashish Singh

About Ashish Singh

Diligent and results-oriented professional with 5.2 years of experience in Senior Dialer & WFM Analyst, Proven expertise in maintaining dialer systems and generating reports, and optimizing call center efficiency and ensuring adherence to service level agreements (SLAs). Skilled in real-time monitoring, troubleshooting, and implementing strategies to enhance performance. Self-motivated and keen learner, seeking the next opportunity in my career.Throughout my career, I have successfully:1. Implemented and managed dialer systems to improve call center performance and efficiency.2. Developed and executed IT strategies to support business objectives and enhance operational productivity.3. Collaborated with cross-functional teams to integrate IT solutions that streamline processes and improve user experience.4. Provided technical support and training to ensure optimal use of dialer and IT systems.5. Analyzed and resolved complex technical issues, minimizing downtime and maintaining business continuity.I am committed to staying updated with the latest advancements in technology and telecommunications to continuously deliver innovative solutions. My goal is to contribute to the success of my organization by driving technological excellence and fostering a collaborative, solutions-oriented environment.Feel free to connect with me to discuss how we can work together to achieve outstanding results in dialer management and IT infrastructure.#DialerAnalyst #TechnicalSupport #ITTechnician #ResultsDriven #OperationalExcellence #WFM

Experience

1. Operations Manager

   Universities Nation

   Aug 2025 — Present · Noida, IN

   Key Responsibilities: Prepared daily, weekly, and monthly reports including SLA, shrinkage, performance, and AHT reports. Monitored site performance to meet service level metrics and adjusted skill allocations as needed to maintain customer satisfaction. Adjust staffing levels and schedules based on real-time analysis, agent schedule uploads using workforce tools. Monitor agent adherence to schedules and performance metrics, Generate and analyze real-time and historical reports on key performance indicators. Utilize workforce management software and tools effectively. Work closely with supervisors to share real-time updates and request needed resources, helped to predict call flow levels based on previous trends and tools Creation and deletion of dialer IDs for streamlined operation. Uploaded calling data with preliminary checks and managed end-to-end dialer activities for outbound processes. Monitored ACD (Automatic Call Distributor) systems to ensure efficient call routing and optimize agent availability. Monitored operator productivity in real-time and implemented strategies to improve performance metrics. Planned dialing strategies to maximize resource productivity and focus on data coverage. Ensured workload completion and data penetration targets at campaign level. Proficient in creating and managing dialer campaigns, skill configurations, and service setups to streamline outbound call center operations. Expertise in designing disposition plans and call result codes to categorize call outcomes accurately, enabling data driven decision-making. Handling ends to end Dialer activities and Dialer maintenance for both Inbound & Outbound Processes Monitored key performance metrics, such as call abandonment rates and call connect rates, and implemented strategies to improve dialer performance.

Education

• Guru Nanak Dev Institute Of Technology Rohini Sec 15

  Diploma , Chemical Engineering

  2016 — 2019