Pankaj Chaudhary

Real Time Analyst (Genpact) @Genpact

Gurugram, IN

Monitor real-time performance and adjust agents plans to meet LA & SL with changing businessdemands.•Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs) through effective agents requirements.•Work closely with operations, align workforce strategies with business objectives.•Generate and present reports on staffing requirements, scheduling roster swap, and agents utilization to leadership teams.•Planning, Control and monitoring of agents requirements for Chat, Email and Voice team•Asses appropriate staffing levels that are needed on a daily, weekly, and interval bases to achieve metrics•Evaluate contact center performance and their potential impact to the business•Create schedules roster swap and maintain staffing and minimize customer wait time while balancing service level requirements, operational factors, headcount, employee satisfaction etc. Asses and redesign schedules, trainings plan, etc. to meet changes in business objectives•Monitor and report on service levels and contact center volumes to make recommendations for real-time queue management•Manage workforce to have adequate staffing to meet the SLA\'s (Service Level and Line Adherence)•Analise staffing data provided by the operations and update the stakeholders•Manage department workload and ensuring mitigation plans are implemented•Real Time activities with regards to break movement and floor management•Real Time timelines & accuracy to send historical and real time reports (Attendance report, Publish Dashboard, Production Leakage report, Line Adherence report, Queue status, Agent level Adherence and conformance report, etc.)•Manage team performance and day to day activitiesPankaj Chaudhary(Associate, WFM, REAL TIME ANALYST)WFM REPORTING ANALYST

Sri Venkateswara College, Delhi University

Bachelor of Commerce (Hons),

CBSE

10th

The Indira Gandhi National Open University

Master of Commerce

CBSE

12th

IGNOU

Master of Commerce

University of Delhi

Master of Business Administration

Guru Gobind Singh Indraprastha University

Bachelor of Education

Indian Institute of Management, Lucknow

EXECUTIVE PROGRAMME IN DIGITAL MARKETING