Ajit Singh

• Proactive analysis of performance of all operational channels which include telephone, chat, email, social media, and back office activities to ensure key performance indicators are being maintained and identifying opportunities for improvement and prevent missed service levels before they occur.
• Effectively use our tools/processes to distribute the workload as efficiently as possible (within goal service levels). This also includes maintaining an expert level of understanding of the tools/processes in order to continuously identify opportunities for automation/optimization
o Proactively monitor various applications to ensure efficient distribution of calls or work. Includes dynamic changes to agent’s skills/work-types and control of skill based routing across multiple call center locations.
o Proactively communicate with leadership, partners and other groups in order to ensure all stakeholders are aware of any SLA attainment risks.
o Work closely with the Call Center management team to coordinate risk mitigation strategies to ensure service level metrics are attained (schedule adjustments, workload balancing, etc.
• Clearly document drivers that impact the programs ability to meet defined goals as well as strategies implemented to improve or maintain performance.
• Participate in client, program, or project meetings to provide SME feedback and input related to Real-Time processes and impacts.

• Schedule off phone activities such as meetings, trainings, coaching, and agent time off based on analysis of intraday performance to ensure service levels goals and other business needs are met.
• Update WFM software and various other applications/tools with agent add, changes and deletions.
• Assist in maintaining and implementing the disaster recovery plan when circumstances warrant

▪ Maintaining employee data base in ASPECT by adding, deleting staff in WFM tool

▪ Having good knowledge of ASPECT WFM tool configuration

▪ Maintaining ASPECT WFM tool on weekly/Monthly/Yearly basis

▪ Doing changes in WFM tool configuration whenever required

▪ Creating weekly call forecast and schedules in ASPECT WFM tool

▪ Creating weekly roster in ASPECT

▪ Handling outbound dialer activities and completing task with in SLA

▪ Managing queue by assigning skills and different task to the agents

▪ Maintaining Call centre Service Level

▪ Scheduling Beaks, training, meeting, coaching aux to maintain call queue

▪ Preparing Intra-week forecast to understand the unexpected raise in volume

▪ Highlighting unexpected behavior of agents to Ops team like phone usages on floor, break exceed and Late login

▪ Publishing real time attendance and late login report to avoid leakage hours

▪ Doing analysis on day on day and week of the day call volume to check the reason of volume increase

▪ Handled 8 different processes data management and report preparation. (MOHRE, Medcare, RAK Bank Collection, DAMAC properties, Dubai Design District, WASL properties, Telephone regulatory Authority Dubai, Dubai Economic division and DIFC

▪ Having knowledge of preparing report through Genysis, Vocalcom And ASPECT application.

▪ Preparation of daily dashboard for MOHRE with the help of raw data from ASPECT

▪ Preparing Monthly business review power point presentation on monthly basis and Quarterly business review power point presentation on quarterly basis

▪ Preparing Weekly & Month DAKA report

▪ Doing analysis on 1 day, 2 day, 5 days repeat and caller vs unique caller

▪ Preparing daily APR report, Login adherence report, Swipe in Swipe out report, Stack Ranking etc

▪ Monthly invoicing of different process

▪ Preparing MOHRE Daily PnL report to keep check on daily leakage

▪ Handling team of 5 Team Leaders and each Team was having span of 15 agents.

▪ Daily Monitoring of Team Leaders performance.

▪ Responsible for maintaining Service Level for the day.

▪ Feedback sharing & coaching of the Team Leader and Agents.

▪ Handling client & customer escalations.

▪ Responsible for shrinkage and attrition in the team.

▪ Team motivation and team building

▪ Managing RTA to achieve the Service Level

▪ Handling team of 20 agents

▪ Handing WSR (Wrong Service Request) project with the team of 4 agents

▪ Feedback sharing & coaching of the Agents.

▪ Daily team performance monitoring

▪ Handling client & customer escalations.

▪ Responsible for shrinkage and attrition of the team.

▪ Motivating team and maintain team bonding

▪ Managing RTA to maintain the Service Level

▪ Handling team 15 agents

▪ Feedback sharing & coaching of the Agents.

▪ Daily Monitoring team performance

▪ Handling client & customer escalations.

▪ Responsible for shrinkage and attrition in the team

▪ Motivating team and maintain team bonding