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Assistant Manager
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Competencies
Utilized workforce management software and best practices to optimize staffing, scheduling, and performance metrics.
Developed detailed reports and analysis to track labor utilization, attendance trends, and operational efficiencies.
Identified risks and proposed solutions to enhance operational workflows and resource allocation.
Handled client inquiries, managed relationships, and communicated operational updates effectively.
Proficient in Kronos, Genesys, CMS, Nice/IEX, Cisco, Avaya, Salesforce, and Microsoft Office Suite for various operational tasks.
Education
Languages
Summary
Experienced professional with a strong background in workforce management, data analysis, process optimization, and client communication in BPO and tech environments.
Key Achievements
- Supervised daily operations and managed communication between clients and virtual assistants at Virtual Assistants.
- Coordinated training and developed process improvements to optimize workforce scheduling at Wipro Technologies and Cognizant.
- Created reports and provided data-driven insights on labor utilization, attendance, and staffing levels across multiple roles.
Experience
Assistant Manager
Manage communication between clients and virtual assistants effectively., Supervise daily operations., Monitor employee attendance records, timekeeping, and payroll information., Collaborate with management on developing strategic plans for achieving business goals., Track inventory and ordering...
Workforce Management Analyst
Coordinated training sessions for new staff on scheduling systems and procedures., Identified risks in processes, proposing effective solutions to enhance operations., Conducted performance audits to verify accuracy and compliance with established goals., Created reports analyzing labor...
Workforce Real Time Analyst
Monitored real-time data to optimize workforce scheduling and enhance efficiency., Analyzed call volume trends to adjust staffing levels and improve service delivery., Collaborated with team leaders to identify process improvements and allocate resources effectively., Utilized workforce management...
Administrative Executive
Managed daily administrative tasks for insurance claims processing to ensure efficiency., Responded to client inquiries about claims status and procedures in a timely manner., Utilized software tools for accurate data entry and comprehensive report generation., Maintained confidentiality while...
Workforce Real Time Analyst
Analyzed call volume trends to optimize staffing levels and enhance service delivery., Developed reports on employee productivity, overtime utilization, and attendance trends., Utilized workforce management software to monitor attendance and adherence metrics., Trained new staff on real-time...
Workforce Real Time Analyst
Monitored real-time data to optimize workforce scheduling and enhance efficiency., Analyzed call volume trends, adjusting staffing levels to elevate service delivery., Collaborated with team leaders to pinpoint process improvement opportunities and resource allocation strategies., Utilized...
BPO Analyst
Monitored service portal queue for Advisory and Retail accounts, ensuring timely processing of requests., Processed requests from all Morgan Stanley branches, maintaining volume within SLA requirements., Provided training to new hires on processes, standard procedures, and trade adjustment...
Customer Service Representative
Resolved customer complaints through effective communication and problem-solving techniques., Assisted customers with inquiries, product information, ordering, billing, and returns., Developed positive relationships with customers by providing friendly and attentive service., Utilized probing...