Concentrix Daksh Services India Private Limited (Formerly Known as IBM Daksh), Gurgaon, India

Designation: Sr. Workflow – Specialist - Date: May'04 till Jul'05 - Duration: 1 Year & 2 Months

It is one of the Leading BPO which provides Multiple Services to various top ranked Companies, Mortgage Institutions and Telecom Industries.

Process: Travel (Airlines) Inbound Customer Service.

Growth Path:

  • May’04 - Apr’05    Workflow - Specialist.
  • Apr’05 - Jul’05    Senior Workflow - Specialist
  • Highlights:

  • Successfully handled the process of 1100+ FTE’s.
  • Promoted as Sr. Executive - Workflow Specialist (within 10.5 months of the tenure in the company).
  • Awarded for the Best Kaizen Feedback, January 2005, for the Automation of 2 reports; thereby assisting the customer to analyze the root cause of loss in production and implementing plans to improve the same and decreased the loss in production and helped in achieving SLA’s.
  • Key Result Areas:

    Planning & Scheduling:

  • Handled all the activities related to meeting the projected FTE (Full Time Executive) curve, shift planning, scheduling of agents, Shift rollovers, Bay scheduling etc.

  • Head Count Management & Maintenance:
  • Handled management of agents and their movement. Keeping the exact head count, location of agents, leaves, roster and payroll data.

  • Analysis & Control:
    Team Management/ Leadership: