Vikas Singh
+91-9871036037
watchoutrajveer@[Link]
14/3, Street No 4
Model Town, Bahadurgarh
Haryana-124507
Objective
Seeking for a position in a dynamic and growth-oriented organization, where I can bring
my innovation and team skills to drive results and achieve specified goals.
Professional Summary
Workforce Management Adept in developing useful spreadsheets utilizing the company
database and establishing strong relationships with all departmental managers.
Specializes in evaluating proper work allocation and helping a company to develop good
resource and Revenue.
Work Experience
Working with Wns as Deputy Manager WFM since September’23
Worked in conduent as Assistant Manager WFM till September’23
Worked in TCS as assistant manager WFM from Feb 22 till Aug’ 22
Worked in Evolent Health Pvt LTD Pune as WFM Analyst from Jan 2021- Oct 2021.
Accenture India Pvt LTD Gurgaon
From 15th July 2017 to 21st Dec 2020.
Concentrix Daksh India Pvt. LTD. (IBM Daksh) Gurgaon
From April 2015 to March 2017.
Client: Amazon
Responsibilities: Assistant manager WFM
Floor Management (Chat/Email Enable Process Support) and
checking for Login Scheduled time ensure.
Prepare Rostering and Interact with IT Escalations with Client
meeting.
Conduct real-time monitoring of agents through the real-time
adherence view to during low work volume, work with a senior
member of the Command Center or allocate resources to
alternative tasks.
Maintains and modifies associate scheduled events and activities and
Collects daily unplanned exceptions (call outs, lates) and administers
those updates into the workforce management system.
Analyze call volume patterns to manage work shifts, lunches and
breaks. Maintain communication channels regarding events that
impact chat volumes.
Analyze historical performance data to identify trends (associate
behavior, call volume, activities, etc.) and provide insightful expertise
to regional leadership and centralized Workforce Management team.
Develop and distribute relevant reporting to Regional Leadership.
Conduct real-time monitoring of queues and skill sets, regardless of
the location, and identifying intra-day trends.
Communicates and works with staff members, management and
Human Resources.
Coordinates appropriate staffing allocation and availability of staff in
order to achieve service level objectives.
Maintain a special emphasis on looking for possible downtime and
telephony issues.
Work with Operations and Remote Centers to manage and resolve
downtime and telephony issues. Make adjustment to call allocations
driven by the real-time trends.
Execute reporting packages for agents, teams, and programs to
provide analysis of areas of opportunity, AHT, ACW, QA, Schedule
Adherence, SVL stats for previous day, WTD, MTD, Utilization, Billable
hours and Shrinkage reports.
Academic Profile
B. Com from Bangalore University in 2015.
Personal Details
Father’s Name : Mr. Kamleshwar Singh
Date of Birth : 15-Mar-1993
Sex : Male.
Marital Status : Single
Languages : English, Hindi.
Declaration
I hereby declare that the above information is true to the best of my knowledge. If given a chance, I
will my best to come true to your aspirations.
Place: PUNE
Date:
(Vikas Singh)
