Ayush Sharma

About Ayush Sharma

Experienced Workforce Management Analyst with a demonstrated history of working in the…

Experience

1. Senior Executive - Wfm

   WNS

   Dec 2022 — Present · Indore, IN

   Manage multiple chats queues in real time.Watch staffing levels at each site to ensure planned coverage is met on the interval level.Manage numerous real-time metrics such as: Service Level, Average Speed of Answer, ScheduleAdherence, Occupancy, Average Handle Time, and After Call Work against a matrix of defined thresholds.Provide outage and crisis management (Facilitating communications between IT teams and site management.)Manage Interval, daily, weekly and monthly plan objectivesProvide Key Performance Indicator – (KPI) reporting to Client and Results management teamsDevelop and Implement KPI Action Plans to drive performance goals.Work closely with the Global Resource planners (forecasting and scheduling) to ensure optimal staffing coverage on daily and weekly basis.Provide real-time skilling adjustments.Serve as the main contact point between Results and our Client Partners.Provide real-time leadership to Local Resource Planners (LRPs) assisting the enterprise in managing the intraday staffing requirements.Design and develop new ways of working across channels to support best in class productivity & cost management.Derive Accurate Forecasting and capacity planning for effective resource utilizationConduct analysis and recommends solutions to Productivity issuesAnalyse business information to identify process improvements for increasing business efficiency and effectiveness.Sharing RCA with stakeholder for daily, weekly and monthly performanceRaising red flags to stakeholder for any possible impact on delivery/revenue/cost.Responsible for effective Planning and Analysis, Scheduling & RosteringResponsible for Forecasting Accurate Workload Responsible for creative & efficient Workforce solutions to resource constraints.

Education

• Kolping Convent Higher Secondary School

  Bachelor of Science - BS