Chandan Kumar
Workforce Management Analyst II Concentrix
- Role
- Workforce Management Analyst at Concentrix
- Location
- New Delhi, DL, IN
- LinkedIn followers
- 500 followers
About Chandan Kumar
I am a Business Intelligence & Workforce Management Analyst with 4+ years of experience…
Experience
Workforce Management Analyst
Dec 2022 — Present · Gurugram, IN
Provide Tier 1 & Tier 2 troubleshooting for inbound and outbound systems, ensuring efficient call routing. Participate in Rapid Response calls to minimize system downtime and update senior management. Escalate system difficulties, including switch, ACD, and Tier 1 production outages, ensuring client communication. Document all incidents using the service management suite and notify impacted stakeholders. Monitor call centers through various platforms, ensuring optimal allocation settings and overflow targets. Oversee toll-free call routing plans across different carrier platforms. Recommend and implement queue and DNIS priority adjustments to meet operational goals. Analyze and monitor statistical information for demand forecasting and staffing optimization. Develop strategies to enhance labor utilization and key performance indicators.
Education
Punjab Technical University
Bachelor's of Computer Application
2018 — 2021
Synetic Business School
Bachelor's degree
2018 — 2021
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