Amit Kumar
Macon,GA
Summary
WFM professional with 7+ years of experience in real-time monitoring, queue management, and intraday reporting. Skilled in improving service levels, reducing shrinkage, and leading teams in high-performance contact centers. Experienced in client support and stakeholder coordination. Proficient in Avaya CMS, Salesforce, Aceyus, BRE, and CC Pulse.
Overview
10
10
years of professional experience
Work History
Associate manager - WFM
Tech Mahindra
06.2024 - 10.2024
- Monitor agent adherence and real-time performance
- Manage staffing, queues, and SLA delivery
- Track logins, idle time, and shrinkage
- Generate intraday and daily reports
- Handle escalations and live issue resolution
- Optimize routing and skilling
- Coordinate with Ops, WFM, and IT
- Ensure compliance and process improvements
- Tools: Avaya, IEX, NICE, Verint, Genesys
Assistant manager - WFM
Daksh Concentrix
04.2022 - 06.2024
- Act as an individual contributor for real-time queue and skill monitoring
- Ensure SL, AHT, and abandonment targets are met
- Use Business Rules Engine (BRE) for call routing and volume management
- Collaborate with WFM and stakeholders on real-time strategies
- Conduct weekly client meetings to review performance
- Manage call volume, attendance, and break schedules
- Communicate events impacting call/claim volumes
- Support Ops teams with analysis and process improvements
Lead Associate - Real time analyst
Interglobal Technologies
11.2017 - 10.2018
- Worked as a Designation for RTA Analyst as a Work force Management team (WFM) Handling the Reports for Daily wise, Weekly wise, Monthly wise Hourly wise Closely Monitoring the Real time Queue Status on Real Time Basis SLA’s, AHT Driving on as per client target on performance schedule to meet interval wise, Shrinkage reports as per shift wise to update and share on it.
- Agent wise Login Hours report from Avaya tool to get data update as per day wise and mapping with Live EDB and published on it all reports.
- Shift schedule adherence report, Early login and Early logout reports, Present vs and Logout vs count to calculate all the overall live Real time basis.
Real Time Analyst
Arvato Bertelsmann
07.2015 - 11.2017
- Hourly AHT (Average Handling Report) for shift wise and Day wise to publish on it accordingly.
- Shift schedule adherence report, Early login and Early logout reports, Present vs and Logout vs count to calculate all the overall live Real time basis.
- Real time Queue performance service level reports for calls, emails and letters sent every hour on Timeline basis.
- Reporting the Service levels – Weekly, Daily & Hourly, Monthly Reports for review on it.
Customer care associate
Home credit India Finance Pvt. Ltd.
11.2014 - 07.2015
- Handled outbound calls for payment collections and scheduling
- Informed customers about products and services
- Coached new reps to reach performance standards
- Managed escalations to ensure customer satisfaction and protect brand image
Education
BBA - Operations management
NIMS
09-2022
Intermediate - undefined
HSEB Board
03.2012
High school - undefined
HSEB Board
03.2010
Skills
- Real time Analyst
- Work Force Management
- Customer service
- Client handling
- Team Lead
- Computer Basics
- CMS
- Avaya
- Advance Excel
- Salesforce
- Aceyus
- BRE ( Business Rules Engine)
- Servicenow
Timeline
Associate manager - WFM
Tech Mahindra
06.2024 - 10.2024
Assistant manager - WFM
Daksh Concentrix
04.2022 - 06.2024
Lead Associate - Real time analyst
Interglobal Technologies
11.2017 - 10.2018
Real Time Analyst
Arvato Bertelsmann
07.2015 - 11.2017
Customer care associate
Home credit India Finance Pvt. Ltd.
11.2014 - 07.2015
Intermediate - undefined
HSEB Board
High school - undefined
HSEB Board
BBA - Operations management
NIMS
Personal Information
Title: Assistant Manager - WFM Real Time Analyst