Dimple

o Handling Planning and Delivery for Medical assistance team.

o Headcount Management to maintain inventory of Production resources.

o Capacity Planning with FTE/billing level Projections

o Inventory Management with Workload Projection

o Trend and Volume Analysis to improvise allocation of resources

o Scheduling Inputs to onshore and vendor teams to maximize productivity

• Scheduling and Capacity Planning Varying from 6 to 4 week advance Schedules
• HC Management and FTE Tracking for cross support
• Client Management- Weekly Calls to ensure Client Agreements on Projected Delivery Along with RCA for Impacted business target
• Business Shift Review and Implementation on a Quarterly basis to ensure Balanced Headcount across all shifts
• Volume and AHT profiling to ensure accurate requirement at Weekly/Daily/Intervals Levels

• Vendor Queue Management with Routing Management
• Staffing Management and Schedule Audits
• ID Reconciliation and Management
• Downtime Management and BCP Deployment
• Skilling and Concurrency Management
• Root Cause and Damage Assessment

• Legal Filing (DSMG-LEAD)
• Legal vendor allocation of defaulter customers
• Tracking and Inventory Management for cases forwarded to Vendors.
• Publish MIS data on Daily/weekly/Monthy basis.

• Vendor and Agency Management.
• Access and ID Reconciliation
• Handled a team of 10 Collection executives.