Subin Sukumaran
WFM Analyst | Real-Time Ops | Vendor Management | Compliance Case Allocation | Data Analysis | Google Project Management Certified|Power Bi Certified
- Role
- Workforce Management Analyst -1 (Gcc) at Coinbase
- Location
- Chennai, TN, IN
- LinkedIn followers
- 500 followers
About Subin Sukumaran
With over 10 years of experience in workforce management, I specialize in real-time queue…
Experience
Workforce Management Analyst -1 (Gcc)
Apr 2022 — Present · Chennai, IN
Workforce Management•Monitor real-time queue and to work closely with multiple vendor partners to meet Key Performance Indicators (KPI)•Management of real time queue internally and externally•Manage the daily/intraday performance reports and update status to leadership•Manage daily and intraday schedule adherence and compliance•Analyze and update Intra-day plan based on actual delivery and recalculate forecasted requirement based on actuals•Analyze past call volume, interval arrival patterns and staffing patterns •Re-allocate inbound volume and staffing assignment (if needed)•Encode exceptions on the WFM tool•The point of contact for any additional in-centre pull-out requests internally and from different vendors•Communicating any real-impacts (outages, influxes in volume, vendor issues)
Education
Kendriya Vidyalaya
12th Grade
2012 — 2013
Kendriya Vidyalaya
10th Grade
2010 — 2011
DG Vaishnava College (Affiliated to Madras university)
Bachelor's degree
2013 — 2016
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