Puneet Khatri
Lead WFM - WAAS
- Role
- Lead Wfm - Waas at Concentrix
- Location
- Jaipur, RJ, IN
- LinkedIn followers
- 500 followers
Experience
Lead Wfm - Waas
Apr 2024 — Present · Gurugram, IN
Monitored real-time queues and agent activities to ensure SLA and schedule adherence.• Coordinated with IT/ops during outages to minimize service disruptions.• Handled endorsement calls and shift handovers for smooth operational continuity.• Created and shared real-time dashboards, hourly, and EOD reports on SLA, adherence, and shrinkage.• Leveraged tools like NICE IEX, Avaya CMS, Aspect, ALM, UCC Admin, and Slack to manage workforce in real time.• Collaborated with ops to balance service levels and productivity.• Adjusted agent schedules dynamically to align with service goals.
Education
Central Board of Secondary Education
Senior
2017 — 2018
Tirupati College of Technical Education
Bachelor of Computer Application
2018 — 2021
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