Parvez Alam
Workforce Management (WFM) Specialist/Analyst At Credence Resource Management
Pune Division
9+ years of work experience
Oct 20241 yr 8 mosPresent
Pune, Maharashtra, India
As a Workforce Management Specialist, I’m responsible for aligning staffing with operational goals to ensure seamless service delivery. My key duties include:
Forecasting & Scheduling: Analyzing historical trends to forecast demand and create schedules that balance employee needs with business requirements, especially during peak times and events.
Real-Time Monitoring: Overseeing call volumes and agent availability to make intraday adjustments, such as scheduling breaks and offering overtime, to maintain service levels.
Performance Analysis: Tracking key metrics like schedule adherence and occupancy rates, providing regular reports that inform workforce efficiency improvements.
Collaboration & Systems Management: Partnering with HR and Operations on staffing strategies and managing WFM tools (Verint, NICE) to ensure accuracy in data and schedules.
Aug 20177 yrs 1 moAug 2024
Pune Area, India
Nov 20167 mosMay 2017
Pune Area, India
Education
Bachelor of Arts - BA, Social Sciences
Madhya Pradesh Bhoj (Open) University
20134 yrs2017
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