Rohit Rahul

About Rohit Rahul

Leading Workforce Management at FIS, my expertise in strategic planning and PMP-trained project management has been pivotal in optimizing operations. We have seen marked improvements in efficiency through the design of forecasts, scheduling, and capacity planning, all tailored to enhance service delivery and manage resources effectively.The collaborative projects I\'ve spearheaded, partnering with Technology and Facilities, have set new standards for our team\'s performance. Our success is underpinned by a steadfast commitment to innovation, with a clear focus on developing actionable insights that drive informed decision-making and reinforce our organizational goals.

Experience

1. Senior Wfm Manager

   FIS

   Apr 2011 — Present · Gurugram, IN

   Close collaboration with Technology, Facilities and Procurement team on utilization of allocated money to mark/demark enclosures, seats and systems for new or existing businessWork as Project Manager, managing tracks of different projects by closely working with the development team, UI team, testing team and leadership on MS Project (training done on PMP from KnowledgeHut)Designing forecast based on historical trends; preparing schedules for agents, team coaches & team leaders based on the forecastWorking towards release of overtime requirement in case of FTE deficitFinalizing and communicating capacity plan to all regions and external partners by establishing monthly deadlineEvaluating performance against the established plan on a daily/weekly basisProviding monthly outlook of upcoming month to regional and enterprise mission control teams and leadersMaintaining trackers and different kinds of data for smooth functioningInteracting with the RTA Team to maintain SLAs and other targetsRendering recommendation in case of any deviationsLed overtime requirements, performance metrics analysis and ensured smooth flow of production; scheduled breaks as per the agents availability, call volume and others factorsCompared actual calls as against the forecasted calls, calculated & informed to the clientWorked as a part of RealéTime Administration Team (RTA) like Command CenterInterfaced with IT & other department for better & smooth functioning of the operations floorEnsured mid-week recommendation based on Real TimePerformed Real time skilling and cross skilling for agents

Education

• Dr. B. R. Ambedkar University, Agra

  B.Sc

• R M R Seminary +2 high School

  12th

• Carmel School (ICSE)

  10th Class