Mohammed Siraj Ahmed
Assistant Manager Technical Support @Wipro
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WORK HISTORY
Assistant Manager Technical Support @Wipro
Handling team of IT Consultants/support Engineers, Team leads, SME & a floor walker, managing service levels (SL), AHT, Shrinkage Control, Attrition Management of my team, Daily / Weekly / Monthly meetings with the SME and Leads to improve performance.\\\\n•Following up with the Team leads, SME\'s, team supervisors, and team members to ensure the TAT is met on an hourly basis.\\\\nEssential Duties and Responsibilities:\\\\n\\\\nStaffing related processes:\\\\n•Participate in Helpdesk Analyst Recruitment.\\\\n•Identify Staffing requirements based on forecasted Call Volume.\\\\n•Own People Management functions for all Staff managed (Performance Reviews, etc.)\\\\n•Responsible for high morale of all Helpdesk staff (Analysts, Supervisor, etc.)\\\\n\\\\nOperational Processes:\\\\n•Forecasting process - Coordinate with the Account Team to forecast call volume based on trends so far and upcoming events. Build/adjust Staff model based on forecast\\\\n•Scheduling - Build and adjust schedule across all functions (Analysts, Supervisor, Queue Monitoring functions, etc.)\\\\n•React to short term staffing issues (People out, Holidays, Call spikes, etc.)\\\\n•Ensure Help Desk Analyst staff meets efficiency requirements, as laid out by Management\\\\n\\\\nQuality:\\\\n•Continuously measure all SLAs: ASA, Abandoned Rate, First Call Resolution, Escalation hand off times, Customer Satisfaction, etc. and take corrective action when necessary\\\\n•Review all aspects of Process Effectiveness: QA scores, Training scores, FCR, Customer Satisfaction, etc. and coordinate corrective actions (Additional Training, targeted Quality Analysis, etc.)\\\\n•Document all Operational processes in SOPs\\\\n•Ensure all Helpdesk Staff follows SOPs as laid out by Management, including Service Ware usage\\\\n•Change Management: Stay in contact with Client and US team in order to proactively identify and plan for change on the desk\\\\n\\\\nReporting\\\\n•Ensure all relevant Operational data is reported on.\\\\n•Analyze Operational Data and take corrective action.\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n
EDUCATION
University of Madras
Bachelor of Business Administration - BBA, Business Administration and Management, General
SKILLS
ABOUT MOHAMMED SIRAJ AHMED
Over 13+ years of experience in the services space including knowledge-oriented fields…
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