AIJAZ AHMAD H. No 264 Top Floor, Lane No.01 Khureji Khas East Delhi aijaz.afifa@gmail.com 9599229113

KEY SKILLS

Highly personable WFM Professional with experience in resource planning and Scheduling and call-center operations within the banking and insurance & voice based industries.

A highly motivated and ambitious individual able to give timely and accurate advice, guidance, support and training to team members and individuals. Possessing excellent management skills and having the ability to work with the minimum of supervision whilst leading a team of seven or more. Having a proven ability to lead by example, consistently hit targets, improves best practices and organizes time efficiently. Now looking forward to a making a significant contribution with a company that offers a genuine opportunity for progression.

Ensuring that staff are motivated, monitored and measured in line with company targets and performance standards. Responsible for making sure that any gaps in performance or quality are quickly identified and addressed. Producing accurate reports on team performance for senior managers.

Duties:

Preparing daily workloads for staff & coordinating the daily allocation of work. Motivating the team to achieve high standards and KPI targets. Handling new client enquiries and acting as the face of the business. Dealing with and resolving problems and issues which arise. Mentoring and training up junior and new staff. Monitoring & reporting on standards & performance targets. Arranging & chairing weekly team meetings, focusing on targets & achievements. Implementing new initiatives. Involved in the recruitment of new staff. Praise team members and creates a positive working environment. Ensuring all administrative and IT records are entered and updated correctly. Providing prompt and accurate information on individual performance.

Resource Planning: Engaging & identifying the scope of Forecasting for various International/Domestic Clients. Managed Forecasting & planning for BFSI, CS, Healthcare, Telecom and Utilities sectors. Long Range, Medium Range and Short Range forecasting for inbound processes. Calculating FTE requirement based on Workload, ErlangC, and Multi-Server queuing & Simulation. Maintaining Capacity Planner based on OJT batches & Attrition% to generate hiring numbers. To prepare various scenarios of staffing & scheduling to increase the processes efficiencies. Optimizing Staffing over-Under, generating Hiring numbers based on the staffing over/under. Maintaining demand fulfillment ratio (DFR) based on hiring & training throughputs. Initiating Staffing rules agreement with Operations/Clients based on Call Arrival pattern. Highlighting Headcount Leakages.

Scheduling:

Prepared best optimized schedules for various accounts using Teleopti and excel. Prepared break schedules, offline activity schedules to ensure smooth delivery on real time. High focus on Scheduling Loss Index, Seat utilization, scheduling efficiency, E-Sat while preparing

schedules. Having experience of preparing schedules for six accounts with total 1500 agents with 6 Voice LOBs,

which includes different working windows and operational in different countries (US , UK , Canada , New Zealand and Dubai).

Entertaining Shift Swaps , making monthly rollovers Working on Teleopti to maintain schedules for 6 Voice LOBs including entering exceptions, entering shift

swaps and updating new hire schedules.

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Professional Experience Continued

Providing Root Cause Analysis for any SLA miss and ability to make real time decisions for mid week changes in schedules and transport rosters so as to meet SLA in case of any exceptional changes in call patterns and taking decisions for Real Time Overtime.

Managing all client communication and real time daily reporting. Coordinating with IT Dept. for any technical issues and coordinating with Transport and admin dept for

smooth transport availability for agents. Managing breaks and other offline activities so as to maintain the interval wise SLA targets. Interacting with Higher Management and OPS team to raise alarm for any real time issues such as High

Calls in Queue , application downtime , high no. of people on Breaks or offline activities. Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint

and Microsoft Outlook). Highly proficient in coding Macros in VBA with integration of SQL. ( Database handling )

Have worked on 4 WFM tools. (IEX, Blue Pumpkin, eWFM Aspect and Teleopti).

PROFESSIONAL EXPERIENCE

Webhelp India – Gurgaon, HaryanaAssistant Manager – Resource Planning and Scheduling (August’ 2014 to Present)

Working as Assistant Manager in resource planning. I am the only one in organization who worked on two different projects for Webhelp India. Taking care of 7 schedulers who are handling both Inbound and out bound process. Monitoring work, done by team and perform a through QC as per the business demand and the guidelines. Always prepare and inspire team to achieve goals even in stiff deadlines through continuous help and support. Taking care of setting their KRA / KPI’s for short term (Quarterly and long term (Yearly). Guiding them towards the center of excellence through proper mentoring and coaching. Managing attendance for payroll, holiday allocation etc. and maintains proper availability of resource.

Hero BPO – Gurgaon, HaryanaTeam Leader – Resource Planning and Scheduling (April 2012 to December ‘2014)

Working as Team leader in resource planning pilot project. Additional responsibilities of mentoring new team members and help them understand the concepts of planning and scheduling. Taking care of the scheduling for different accounts some of them are SL based, Line adherence based, login hours based. Working on Teleopti to prepare schedules, break schedules, offline activities and real time management. Also preparing schedules on excel using erlang. Preparing schedules to get the best Seat Utilization for the program. High Focus on scheduling loss index to increase efficiency in the system. Preparing Transport rosters for smooth alignment of transport for employees.

IGATE – Noida, U.P Sr. WFM Analyst – Planning and Scheduling (March 2011 – March 2012)

IBM DAKSH BUSINESS PROCESS SERVICES PVT. LTD. – Gurgaon, Haryana

Sr. WFM Analyst – Planning and Scheduling (November 2009 to March 2011)

IBM DAKSH BUSINESS PROCESS SERVICES PVT. LTD. – Gurgaon, Haryana

Worked as Scheduling and Planning Analyst (April 2008 to November 2009) Planning and scheduling for all the global sites. I was handling two major accounts with total 19 LOBs

(14 Voice and 5 Web) with different working windows and different working environments. Some of the LOBs are SLA based and some of them are login hours based.

Worked on IEX for scheduling of 2 Voice LOBs and using erlang for SLA based LOB’s along with good knowledge of Workload method. I prepare schedules, break schedules, offline activity schedules, planning projections, RCAs on weekly basis. I also have experience in generating IDPs based on previous trends.

IBM DAKSH BUSINESS PROCESS SERVICES PVT. LTD. – Gurgaon, HaryanaSr.Customer Care Specialist (Sep 2006 to March 2008)

Serve as Customer Care Lead for a major e-commerce website in United States with operations in 7 countries and selling almost everything sellable in world.Promoted to lead team of 15 employees in daily call center operations. Collaborate with Customer Care Manager to create strategic plans to enhance customer satisfaction. Provide employees with tools to maintain and increase service levels to both internal and external customers. Work closely with other departments to promote sales contests, clarify information, and distribute reports. Gather, analyze, and report daily/weekly/monthly sales and service statistics.

Instrumental in improving customer-satisfaction ratings through suggestion, development, and implementation of new reporting procedures.

Increased employee knowledge by assisting with development and implementation of product-awareness program.

Enhanced employee performance and attendance through daily mentoring, one-on-one discussions and motivational strategies.

Received outstanding positive comments from team members on employee reviews, as well as exceptional feedback from senior management.

IBM DAKSH BUSINESS PROCESS SERVICES PVT. LTD. – Gurgaon, Haryana

Customer Care Support (Sep 2004 to Aug 2006)Recruited to provide top-notch service to both internal and external customers. Answered questions, responded to concerns, and alleviated delicate situations with professionalism and sensitivity. Assisted Training Manager in creating and updating training materials. Prepared weekly reports for Customer Care Supervisor.

Selected to coach and mentor new customer service representatives for opening of new call center. Achieved perfect score on all e-mail throughout tenure.

Received Customer Service Award for outstanding track record of positive customer feedback.

EDUCATION AND TRAINING Bachelor of Science in Maths Gurukul Kangri University, Haridwar, UT Diploma in computer application MCRP, university – Bhopal Masters of Information Technology AAI-DU, Allahabad, U.P

PERSONAL INFORMATION

Date of Birth 19 May, 1978Sex Male

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Professional Experience Continued

Marital Status Married

AIJAZ AHMAD