FAP CoE - Proficient in Process transformation, Internal and External metrics Benchmarking, Community of practice, responding to analyst and advisory firms like Gartner, HfS, ISG.
Infra Management and optimizing Seat utilization through various levers. Also, strategizing the growth plan of all domains in Tier 1 and Tier 2 cities.
Budgeting and expense management for Delivery Centers.
WFM 鈥� Call volume Forecasting, Capacity Planning, Scheduling & Optimize Seat Utilization through scheduling efficiency.
SL Desk - Real Time Queue Management and to drive for Schedule Adherence.
Handled Operations in Domestic as well International Call centers.
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