Sourabh Gandhi

Assistant Manager Wfm @Concentrix

Nice IEX, Total View, CMS Avaya, MS Excel. Skill-Based Scheduling for in-house agents Defines agents according to skills and proficiencies. Agent Access & Allows agents to view schedules and acknowledge changes Captures, categorizes and measures all “non-working time”, e.g. vacation, meetings, breaks training. & Schedule Inefficiency Compares over/under staffing with total staffing hours. Measures the effectiveness and quality of scheduling. Review the projected performance for the sites on a near term basis. i.e. weekly/ fortnightly. Support schedule planning 30days to 2 years in advance Build, review and plan requirements based on forecasting information for production headcount by day by interval for the supported time frame. Review the projected scheduled performance and review over/ under performance Take corrective action on the over/ under analysis and make recommendation on schedule changes, reskilling, realignment of agents across sites Review DOW and Intraday Patterns and Support VTO/OT/PTO requests and AHT profiling.Assumption Management and Support admin features of schedules tools to include rules. The WFM Analyst will act as a liaison between the Centralized and Site WFM teams. Resolve escalated issues and requests from site management Root cause analysis of SLA deviations, action plan development and resolution Monitor real-time queue, schedule adherence & attendance. Optimize breaks the day of or day before the actual schedule Attend centralized and/or site management meeting, as required Cater to real time ad-hoc requests as and when required Recommend strategies to Operations for improved labour utilization and key performance indicators Review and process VTO/PTO/OT/Non-Prod time requests in real-time. Intraday real time monitoring of service levels for all queues at all sites.