Pradeep Kumar
Project Manager | Workforce Manager | Data Analyst | Change Management
- Role
- Independent Consultant at Red Label Vacations Inc
- Location
- New Delhi, DL, IN
- LinkedIn followers
- 500 followers
About Pradeep Kumar
With over 9 years of experience in Data Analytics, Project Management and Workforce…
Experience
Independent Consultant
Aug 2023 — Present
Led the migration from Cisco/Unity to Amazon Connect, collaborating with the Amazon team. This transition reduced call handling time by 12% and improved reliability, cutting technical outages by 20%.• Led Amazon Connect training, achieving 98% adoption and a 15% boost in agent efficiency. Collaborated with Amazon team to ensure a seamless, disruption-free system implementation across all contact centers.• Tracked and analyzed agent performance, resulting in a 15% productivity boost by identifying inefficiencies and recommending strategic improvements to enhance overall agent efficiency.• Analyzed call volume trends and recommended scheduling strategies, achieving a 20% reduction in agent idle time and 98% accuracy in meeting service level goals through effective forecasting.• Collaborated with the Telecomm team to implement a system readiness process, ensuring all contact center systems were operational pre-launch, reducing downtime by 25% and boosting daily efficiency.• Monitored queues and agent adjustments in real-time, improving service level adherence by 10% and reducing response times to service-impacting events, ensuring smooth contact center operations.• Led daily and weekly staffing reviews, delivering intraday analyses and forecasts that improved scheduling accuracy by 15% and effectively mitigated under and overstaffing risks.• Managed discretionary activities (vacations, training) with 95% scheduling accuracy, enhancing agent satisfaction, boosting team productivity, and reducing attrition.
Education
Guru Gobind Singh Indraprastha University
Bachelor of Technology - BTech, Mechanical and Automation Engineering
2010 — 2014
Fleming College
Postgraduate Degree, Project Management
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