Ratan Deep

About Ratan Deep

Dedicated Real-Time Analyst with over all 4 years of experience in optimizing operations…

Experience

1. Real Time Analyst

   Microsoft

   Jun 2023 — Present · Hyderabad, IN

   Monitor associate real time schedule adherence; provide authorization for all unplanned activities andcoordinate approved activities with ManagementResponsible for all aspects of enterprise reporting Providing performance analyses and trendinginformation.Interacting closely with on-site reporting divisions of the call center\'s to ensure reporting consistencyand uniformity.Supporting \"ADHOC\" reporting requests from Senior ManagementMonitor intra-day scheduling forecast compared to actual volumes and make daily adjustments asrequiredMonitor and track traffic across the organization in real-time, including in sourced and outsourcedContact CentersMonitor world events for crisis situations that may impact the businessMake adjustment to call and chat allocations driven by the real-time trends and backlog managementWork with NOC, Operations, and Remote Centers to manage and resolve downtime and telephonyissues00Send out hourly performance updates including interval and intraday SLAs,% to forecast, ASA, andcalloutsSend out regular performance updates including interval and intraday SVLS,% to forecast, ASA, andcalloutsObserve and monitor inbound and outbound call volume and create a strategic plan to improve and maintain KPI Attainment.

Education

• Monad University

  Bachelor of Science - BS

  2017 — 2020