Amit Kumar
Fresno,CA
Summary
Results-driven Workforce Management professional with over 7 years of experience in real-time monitoring, intraday management, and service delivery optimization within high-volume contact center environments. Proven success in improving service levels, minimizing shrinkage, and enhancing agent productivity through data-driven strategies and collaboration with operations, IT, and client stakeholders. Skilled in leading teams, ensuring SLA compliance, and maintaining operational excellence under pressure.
Overview
10
10
years of professional experience
Work History
Assistant manager - WFM
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
Workforce Real Time Analyst
TaskUs
09.2020 - 04.2022
- Analyse workforce data to optimise real-time staffing levels and improve operational efficiency.
- Monitored call center performance metrics, identifying trends to enhance service delivery.
- Collaborated with management to implement scheduling adjustments based on demand forecasts.
- Developed and maintained dashboards for real-time visibility into workforce performance.
- Provided insights on agent productivity, recommending process improvements to boost effectiveness.
- Evaluated workforce strategies, contributing to long-term planning and resource allocation decisions.
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
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
New Delhi India09-2022
Intermediate - Non-Medical
HSEB Board
Haryana India03.2012
High school -
HSEB Board
Haryana Indian03.2010
Skills
- Real time Analyst
- Work Force Management
- Customer service
- Client handling
- Team Lead
- CMS
- Avaya
- Advance Excel
- Salesforce
- Aceyus
- BRE ( Business Routing Engine)
- Service now
- Calabrio
- NICE
Personal Information
Timeline
Assistant manager - WFM
Concentrix
04.2022 - 06.2024
Workforce Real Time Analyst
TaskUs
09.2020 - 04.2022
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
BBA - Operations management
NIMS
Intermediate - Non-Medical
HSEB Board
High school -
HSEB Board