Syed Feroz Ahmed

WORK HISTORY

EDUCATION

ABOUT SYED FEROZ AHMED

Experienced Workforce Management Professional seeking a challenging role to optimize workforce efficiency. Proficient in [WFM tools], adept at project management, process improvement, and performance analysis. Possess strong technical, analytical, communication, and problem-solving skillsResource Planner:• Capacity Planning: Forecast resource needs based on historical data, market trends, and business goals.• Efficient Allocation: Optimize resource distribution to ensure maximum utilization & occupancy and minimize downtime.• Collaborative Partnerships: Maintain and ensure open communication with stake holders and vendors to ensure they understand their responsibilities and have the necessary capabilities.• Cost Reduction: Identify opportunities to reduce resource costs through process improvements.• Continuous Improvement: Implement initiatives to enhance resource efficiency, minimize waste, and improve overall organizational performance.• Data-Driven Decision Making: Provide accurate capacity planning recommendations based on operational metrics to achieve a balanced approach.• Performance Analysis: Evaluate resource utilization to identify areas for improvement and optimize efficiency.• Stakeholder Coordination: Collaborate with stakeholders to align capacity planning efforts with project management initiatives.Real-Time Analyst: • Experience in client product support.• Knowledge of WFM tools and advanced Excel skills.• Proven experience managing over 100 FTEs.• Real-time monitoring for intra-day adjustments.• Continuous performance analysis and staffing adjustments.• Communication with Operations teams for staffing coordination.• Decision-making on day-to-day operations.• Keying exceptions, requests, and schedules.• Tracking employee adherence to schedule and off-phone/chat activity.• Analyzing call volume patterns for optimization.