Summary
Overview
Work History
Education
Skills
Timeline
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Mukesh Thakur

Mukesh Thakur

WFM Professional
Bangkok,Bangkok'

Summary

Workforce professional with over 10+ Years of BPO experience with Telecom, E-Commerce, food & Transport in WFM end-to end domain.

Business Management, Capacity Plan for Short/Long term forecast

Overview

3
3
years of post-secondary education
12
12
years of professional experience

Work History

Assistant Manager WFM

Concentrix
Bangkok, Bangkok
11.2015 - Current
  • Assessing Volume demand for short term and long term to plan capacity.
  • Planning capacity to ensure headcount accuracy to meet service level and performance KPIs.
  • Managing team span of 7-8 WFM Analyst, managing Workload of Scheduling, reporting , Real time monitoring, Invoicing.
  • Performance Tracking through -Scheduling, Real time monitoring and Intra-day management, Report for performance Drill down.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Used BPO expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
  • Improved staff morale and reduced employee turnover.
  • Evaluated employee performance on Monthly basis and conveyed constructive feedback to improve skills
  • Coordinated all companies, business executives and site leadership teams by interacting effectively and establishing communication best practices
  • Managed senior-level Leadership working across all functions of program

WFM Sr Analyst

Minacs
Bangalore, Karnataka
11.2014 - 11.2015

WFM Sr Officer

Sitel
Mumbai, Maharashtra
02.2014 - 11.2014

WFM Executive

Firstsource Solutions
India, Kolkata
11.2008 - 02.2013

Education

BBA - Commerce

TVU
India
04.2010 - 03.2013

Skills

    Business planning

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Timeline

Assistant Manager WFM

Concentrix
11.2015 - Current

WFM Sr Analyst

Minacs
11.2014 - 11.2015

WFM Sr Officer

Sitel
02.2014 - 11.2014

BBA - Commerce

TVU
04.2010 - 03.2013

WFM Executive

Firstsource Solutions
11.2008 - 02.2013

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