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
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