Workforce Planner

OT Planning (Based on Schedules/Service Levels): Develop and manage overtime (OT) plans by analyzing service level requirements and employee schedules.

Daily Attendance Reporting: Generate and review daily attendance reports to track employee presence, absences, and punctuality.

Headcount Mapping (Team, Team Leaders, and Managers): Create and maintain an organizational map of headcount, including team members, team leaders, and managers.

Client Interactions: Engage with clients to understand their needs, provide updates, and address any concerns.

Real-Time Monitoring of Operations and Call Flow: Continuously monitor operations and call flow in real-time to ensure efficient service delivery. Use monitoring tools to track performance metrics and address any operational bottlenecks promptly.

KPI Report Creation: Develop and present Key Performance Indicator (KPI) reports to measure and evaluate performance against predefined metrics.

Administration (Vendor Management): Handle administrative tasks related to vendor management, including negotiating contracts, managing vendor relationships, and ensuring that vendor performance meets agreed-upon standards.

DOW Call Arrival Pattern : Analyze and historical data to identify trends and patterns.

Shrinkage Models: Develop and apply shrinkage models to account for various factors such as absenteeism, attrition, and other losses that affect workforce availability.

FTE Calculation: Calculate Full-Time Equivalents (FTEs) to assess staffing needs and ensure optimal workforce levels.

Erlang Calculator : Im proficient in using Erlang C to calculate the required number of agents to handle a given call volume and service level.

Developing and maintaining systems for prompt and accurate collection of financial and accounting information MIS Reporting

Managing day to day data entry. Handling all accounting works in Tally.

Responsible for resolving accounting discrepancies and irregulations

Processing of payments to vendors

Set up controls and procedures for debtors invoices and realization of receivables.

Co-ordinate with Auditors.

Correspondence with Customers and Suppliers.

Fund Management.

Supervise administrative functions and ensure all records, paperwork and payroll remains up-to-date and filed appropriately.

In depth knowledge of performing credit & collection functions through direct client communication channels.

Developing reports for top management summarizing the sale collection as well as projected sale position.

Manage Billing and Ensure reduction on accounts receivable, Checking bills and matching them with data entry. Making sure that payments are collected well within approved credit limit

Oversee and streamline billing and collections processes, Month-end closing of the billing group information

Month-end closing of the billing group information

Coordinating with clients regarding bills.

Strong leadership skills with an ability to motivate others.

Make coordination with each other of all internal departments.

Preparation of necessary MIS report & Updating Data through web.

Reconciliation and Vendor meets to resolve any pending issue