H. No . - 424/7 Housing Board Colony
Sector – 7, Gurgaon-122001, Haryana
Mobile : 9990007979
E-mail : kharish06@rediffmail.com


HARISH KUMAR. V


Summary of Credentials

2008 – University of Delhi, Bachelor in Commerce (Pass Course)


2004 - Senior Secondary School Examinations - CBSE Board
Commerce Stream S.N.S.PUBLIC SCHOOL Gurgaon
Subjects: English, Economics, Accounts, Business Studies

2002 - Passed Matriculation Examinations - CBSE Board
O.L.F CONVENT SCHOOL - Gurgaon
Subjects: English, Hindi, Math’s, Science, Social Science

IT Education
• Microsoft word, Excel and PowerPoint
• Computer peripherals usage - Scanning and printing

Professional Experience

Worked with Avon Core Pvt.Ltd for 12 Months as
Customer care representative

Worked with Continuum Systems Pvt.Ltd for 13 months as
Sales representative

Presently working with
InterGlobe Technologies Pvt.Ltd
Since 13th Sep 07


Current Role:


Department: RTA, Reporting, FSS
Supervises: Real Time Monitoring, Reporting & Staffing
Reports to: AM WFM.

Description:



 The Workforce Executive is responsible for overall Real Time management, reporting, coordinating inter department, intra department & Client.

 Ensures client/customer goals are met by managing & analyzing Real time & historical work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly.

 Monitors service levels and directs real-time forecasting to meet service levels.

 Provides advice to management on the most efficient and cost effective strategies to deliver on service level agreements.




Key Responsibilities:


 Analyze Real Time, past volume and staffing patterns and should be able to forecast the FTE requirement on the SLAs agreed by the client.

 Oversee all Real-Time and Intra-Day activities to ensure operational and client SLAs are met.

 Conduct analysis, reports and recommend solutions to real time performance issues with the operations.

 Ensure all required WFM data is tracked and trended on a continuous basis.

 Coordinates with various departments & Clients and handle real time management issues.

 Demonstrate sound judgment and fairness when administering real time situations.

 Ensure accurately tracks and manages call center schedule adherence.

 Monitor & Track absenteeism levels and works with Management team and HR on attendance management initiatives.

 Prepare daily/weekly/monthly reports and distribute to the Management team.

 Builds effective working relationships with internal departments.


Knowledge, Skills and Abilities:

 Minimum of 3 year experience monitoring Real time & Workforce Operations in a Customer Care and/or BPO operation, with client and senior management interaction.

 Excellent knowledge of Workforce Management applications, technologies and key performance indicators.

 Expert knowledge and understanding of workforce planning programs and principles.

 Thorough understanding of any WFM tools and Avaya

 Demonstrated skills in all phases of workforce planning, forecasting and Intra-day functions.

 Strong analytical abilities to provide strategies based on historical and current data.

 The ability to work with management teams to ensure clear goals regarding service level agreements.

 Proven ability to manage people, processes, and technology.

 Demonstrated ability to manage multiple projects on real time and working with team members in a cross-functional setting.

 Ability to react quickly and take advantage of changing business conditions in real-time.

 Highly motivated, creative, self-sufficient and ability to operate effectively without close supervision.

 Passion for excellence, strong work ethic and solutions-oriented.

 Fast learner with an entrepreneurial spirit.


 Willingness and ability to work in a multi-cultural environment.


Personal Information

Father : Mr. Vasudevan.
Mother : House wife
Age : 26
Marital status: Single
Nationality : Indian
Date of Birth
6th January, 1985



Languages known

English, Hindi & Malayalam. Fluent with all.

Interests and activities
Outdoor Sports and being close to Nature.


Objective

Make the career by earning more and learning most. Enhance my skills and develop my potential. Contribute strongly towards achieving organizational goals.


I hereby declare that the information provided by me in this resume is true to the best of my knowledge.


(HARISH KUMAR .V)


Date:

Place: