 Collect, validate and analyze contact center data, to build accurate annual, quarterly, monthly and daily forecasts for staffing, call volume. using valid historical patterns, drivers and events modeling, using e-wfm software, Excel analytic tools and spreadsheets. Forecasts for future contact volumes and average handling times to form the basis for agent schedules, vacation plans and long term strategic plans.
 Analyze performance and review actual results against company objectives, campaigns and assumptions. Provide regular feedback to Senior Leadership and chart recommendations and changes as required. Perform actual vs. forecast variance analysis.
 Create a long-term staffing model for capacity planning to determine future growth needs. Partner with Senior Leadership to determine capacity requirements and constraints across facilities. Review forecast model and staffing plans on a regular basis for data validation and address any changing operational needs or business rules.
 Oversee, maintain and update the workforce management tool with statistical data (i.e. volume distribution, call handle time distribution, shrinkages, forecasting and scheduling scenarios) to ensure accurate forecasts and administer individual access rights.
 Serve as the workforce management subject matter expert for other departments, internal customers and workforce management team members. Assist with training of staff on Workforce Management policies and procedures
Action daily emails including ad-hoc requests from staff, plot briefs and sessions as required by Business Managers.
 Facilitate Travel agents with Round the World, Advanced fares and Direct customers with New booking, Reissues, Reissue of Reissue, Refunds, Special needs including baggage, meals, medical, sporting equipments and Online Check-in to name a few.
 Full time support to Travel Agents and Passengers from India, GCC, Singapore, South Africa, Nigeria and UK markets.
 Assist Travel agents and Passeng

 Managing operation of an Indian Mughlai Restaurant chalking out quarterly Profit and Loss plans and work the achievable.
 Streamlining Food Deliveries, Strategising marketing.
 Day to day management of inventories, deliveries, food production and caterings.
 Independently handled a Fast food outlet kitchen for 6 months.

 Seasoned player in the Inbound, Outbound contact centres handling sales, customer service and technical calls.
 Liaising and resolving complex queries of customers in the UK, USA, South Africa, Australia, Middle East and Africa.

 Sourcing profiles across all levels in various industries, conduct telephonic interviews and personal interviews before short listing a pool
 Conduct client calls for feedback; negotiate profile fitment and bag new requisitions. Prepare tailor made Introduction letters, Business proposals, SLA’s, process maps, presentations and Job advertisements.
 Handle escalations, Identify training needs. Mentor/coach and conduct sessions on effective interviewing techniques, writing summaries, telephone etiquettes, headhunting and networking.
 Creating database, identifying business houses, right party contacts through Internet search, directories and via references to offer manpower services.
 Schedule meetings, cold calls and walk-ins with prospective leads and make business presentations to offer manpower solutions.

 Sourcing profiles across all levels in various industries, conduct telephonic interviews and personal interviews before short listing a pool
 Conduct client calls for feedback; negotiate profile fitment and bag new requisitions. Prepare tailor made Introduction letters, Business proposals, SLA’s, process maps, presentations and Job advertisements.
 Handle escalations, Identify training needs. Mentor/coach and conduct sessions on effective interviewing techniques, writing summaries, telephone etiquettes, headhunting and networking.

 Managing an average team size of 18 FTE’s, Handling escalations, processing technical escalations, monitoring performance, best practice sharing and coaching were a routine affair.
 Maintaining MIS, APR, PRP, Quality calibration, sales performance, conducting monthly One to One, Quarterly performance reviews and annual appraisals for the team.
 Liaise with the senior management on key issues, MIS, revision of KPI’s and SLA’s etc.

 Experience in designing instructional workbook materials, process flowcharts and manuals, and conducting ILT & CBT training sessions
 Accomplished in handling end to end training including Training Needs Identification and Analysis
 Specialized in implementing Soft skills, Behavioral, Process, Content Development and Remedial Training
 Hands-on expertise in performing calibration on process quality, training requirements, and the up-gradation of process manuals

 Seasoned player in the Inbound, Outbound contact centres handling sales, customer service and technical calls.
 Liaising and resolving complex queries of customers in the UK, USA, South Africa, Australia, Middle East and Africa.