Summary
Overview
Work History
Education
Skills
Additional Information
Languages
Timeline
Generic

Umysa Hamid Shah

Srinagar,India

Summary

Results-driven Workforce Management (WFM) Analyst with over 10 years of experience in data analysis, reporting, and real-time workforce planning. Demonstrates strong analytical and communication skills to identify opportunities for operational improvements and effectively manage workforce schedules. Skilled in supporting cross-functional teams and senior leadership with actionable insights to enhance service levels, efficiency, and transparency.

Overview

17
17
years of professional experience

Work History

Assistant Manager

Workforce Management, Access Infrastructure & Telecommunication (P) Ltd, Airtel
10.2023 - 11.2024
  • Real-time Schedule Adherence: Monitored site-level adherence to schedules, proactively addressing deviations and communicating any issues to ensure minimal impact on service levels
  • Identify, troubleshoot, and resolve system issues for both internal and external customers using an incident ticketing system and established protocols, ensuring timely resolution through continuous follow-ups.
  • Proper documentation of the scenario like application malfunctions, link downtime, and incident requests, along with a closing remarks report shared with key stakeholders
  • Cross-functional Collaboration: Facilitated clear and empathetic communication across departments and with external partners, building trust and fostering transparent dialogue around schedules and business needs.
  • Data Analysis & Operational Improvement: Analyzed workforce metrics to enhance customer service levels, identifying trends and recommending improvements to optimize processes and minimize inefficiencies
  • Schedule & Time-off Management: Supported team members with time-off requests, shift swaps, and ensured timely updates to WFM systems for new hires and leavers, maintaining accurate staffing records
  • Leadership Reporting: Provided senior leadership with performance data and status updates to support informed decision-making and strategic workforce planning
  • Adaptability & Resilience: Thrived in a fast-paced environment, effectively handling stress and adapting quickly to workflow changes and shifting priorities.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
  • Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.

Team Lead

MIS, Access Infrastructure & Telecommunication (P) Ltd
01.2011 - 06.2014
  • Conducted performance analysis on call volumes, identifying gaps and suggesting strategies to maintain alignment with process targets and optimize workforce utilization
  • Created and presented business review reports, dashboards, and monthly performance reviews to leadership, highlighting key metrics and improvement opportunities
  • Ensured sufficient staffing during contingencies and coordinated effectively with stakeholders to manage rewards, penalties, and downtime reporting.

Senior Workforce Management Executive

Access Infrastructure & Telecommunication (P) Ltd
01.2008 - 12.2010
  • Forecasted call trends and generated reports to monitor key performance metrics
  • Raised alerts for any performance deviations, ensuring timely action to maintain service levels and quality standards.

Education

Diploma - Electronics and Telecommunication Engineering

2004

1999

Skills

  • Data Analysis & Reporting Tools: Proficient in Microsoft Excel (Macros, Pivot Tables, Power Queries) and work with ease with large data sets and trend analysis

  • Database & Workforce Management Systems: Experienced in CRM, PACS, and SQL for effective data management, Avaya, Verint, Service Portal,CMS

  • Communication & Team Collaboration: Skilled in fostering team cohesion and transparent communication across departments

  • Adaptability & Problem Solving: Ability to thrive under pressure, adapt to changing information and processes, and maintain high performance in fast-paced environments

Additional Information

PROJECTS

  • Drafted an approach for high AHT calls.
  • Drafted a workflow for outbound caller data and got it successfully incorporated into the auto-dialer.
  • Suggested a model to overcome the salary delay and within a period 6-7 months all back logs were cleared.
  • Designed CWN dashboard for outbound process and got it approved by Customer Service Delivery Head. Re engineered the Appraisal and salary structure.

Languages

English
Full Professional

Timeline

Assistant Manager

Workforce Management, Access Infrastructure & Telecommunication (P) Ltd, Airtel
10.2023 - 11.2024

Team Lead

MIS, Access Infrastructure & Telecommunication (P) Ltd
01.2011 - 06.2014

Senior Workforce Management Executive

Access Infrastructure & Telecommunication (P) Ltd
01.2008 - 12.2010

Diploma - Electronics and Telecommunication Engineering

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Umysa Hamid Shah