Yogendra Saini
Workforce Management Analyst at Teleperformance
- Role
- Wfm Analyst (International) at TP
- Location
- Jaipur, IN
- LinkedIn followers
- 500 followers
Experience
Wfm Analyst (International)
Apr 2022 — Present
An effective communicator and presenter with excellent analytical, problem solving skills and enhanced decision-making capabilities.Skill and effectiveness as a relationship builder with the capacity of effectively facilitate change within as organization with measurable results in cost savings and customer satisfactionProvide performance analysis intraday on resource management and KPI delivery.Deliver all the RTA reports with accuracy and complete the OPS requirement as well for meet the delivery & Targets smoothly.Communicating with higher managements (Client and partners) to discuss performance, requirements and difficulties in achieving the delivery and goals.Prepare intraday pattern based on the historical data.Prepare daily/weekly/monthly shrinkage trend.Participating in weekly call with onsite team to discuss the daily/weekly performance & strategy.Analyzing trend of volume, AHT and shrinkage and making necessary changes in forecasted volume and AHT.Maintaining headcount data, Update Movement, Attritions & Promotion and provide the report to management with all the required details.Monitor associate real-time schedule adherence, provide authorization for all unplanned activities and coordinate with management for approved activities.Tracking the agents activities like -(Break, Lunch & System Issue) and highlight to OPS on daily basic for improve capacity.Doing the Real Time monitoring, Managing Breaks, Highlight the issue on real time basis, check the Call arrival Pattern and increase the Agent Productivity.Handled all the ad-hoc email on time with accuracy.
Education
Rajasthan Education Board
12th
2016
M D Sr. Sec. School Neemkathana Sikar
10th
2013 — 2014
Pandit Deendayal Upadhyaya Shekhawati University
Master of Arts - MA
2019 — 2021
Rajasthan Education Board
10th
2016
Shekhawati University
Master
2021
Adarsh Bharti Gyanpeeth Sr. Sec. School Neemkathna Sikar
Associate of Arts - AA
2015 — 2016
SNKP Collage
Bachelor
2019
Rajasthan Education Board
10th
2012
Pandit Deendayal Upadhyaya Shekhawati University
Bachelor of Arts - BA
2016 — 2019
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