Maheshwari Mohan
WFM Associate at HCLTECH
- Role
- Process Associate at HCLTech
- Location
- Chennai, IN
- LinkedIn followers
- 500 followers
About Maheshwari Mohan
Workforce Management expert with 2 + years of experience in Real Time monitoring and…
Experience
Process Associate
Nov 2023 — Present · Chennai, IN
As a realtime monitoring analyst,we reviews other channels for availability, considers agents who are skilled in that particular channel, and strategizes how to move agents to where they\'re needed the mostAnalyzed performance data to identify areas for improvement and implemented process changesSet and adjusted to schedules to maintain optimal coverage and service levels.Managed overtime, shift swaps, breaks and PTO requests.Produced and updated documents, reports, and tracking spreadsheets using NICE IEX Workforce Management 7.4.7, SQL and Bulk Attribute Tool 2.0 (BAT 2.0) featured with Cisco and AWS
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