Harjaspreet Singh
Auckland,AUK
Summary
With over 15 years of experience in call center operations and workforce management, I am a seasoned professional who leverages data analytics and process improvement methodologies to drive business growth and efficiency. I have hands-on experience with various tools such as MySQL, Tableau, IEX, Advanced Excel, and Power BI. I am passionate about delivering excellence and innovation in business analytics. I enjoy working on large data sets and connecting different data sources to a single pivot table or dashboards and collaborating with business leaders and stakeholders to inform strategic initiatives and data-driven decision making.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Workforce Manager
Sahibzada Ajit Singh
10.2020 - Current
- Managing a team of Short Range Managers and Real-Time Analysts providing end to end WFM support for PAN India business
- Team consisting of 22+ WFM Professionals supporting 4000+ agents across multiple locations
- Developing and scaling the process to manage real-time risks
- Planning & getting BCP executed at the time of requirement to ensure continued support
- Creating and managing SOPs/process flows for all Command Centre & Short
- Range planning tasks
- Developing high impact strategies and action plans to balance between occupancy and performance
- Analyze and monitor statistical information in a timely manner to ensure proper actions are in place for smooth business operations
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- Managing interval, daily, weekly, and monthly plan objectives against planning
Workforce Manager
Teleperformance
10.2017 - 09.2020
- Develop measurement strategies as well as effectively implementing those strategies via detailed reporting,analysis and the development of data driven action plans to improve performance
- Strong prioritizing, planning, analytical, presentation, project management and people management
- Assisting in the improvement of operational activities for the analytics team by identifying and implementing process improvements, identifying methods to monitor and maintain the analytical environment and initiating potential enhancements
- Identifying opportunities to apply quantitative methods to improve business performance.
Manager
Dr IT Group, MIS
03.2015 - 06.2017
- Supporting business leaders with exploratory analysis to inform strategic initiatives and other business priorities on analytics and contributing to data- driven decision making
- Develop strategic analysis to facilitate the development of strategies that will drive growth in assets, revenue, and/or profitability for the process
- Expert ability to manage and organize information, including interpretation of results for management presentation purposes
- To create reporting dashboards, experience with data visualization tools
- Ensures that Contact Center is aware of legal requirements and that work processes are adapted to meet those requirements
- Manages forecast accuracy, manpower planning variances, schedule adherence reporting as per call center policies that impact KPIs
- Payroll Reporting and Verification
Deputy Manager
Teleperformance India, WFM & MIS
10.2013 - 02.2015
- Associated with Mobile Device & E-commerce
- Streamlining and running of process ranging from manpower management to executing of reporting structures
- Forecasting, Planning, scheduling, staffing, sharing reports to key stakeholders and department heads
- Coordinating with Recruitment/training/quality for manpower management
- Achievements:
- Streamlined attendance, PLI, real-time & historical reports, data requirement for internal & external clients
- Appreciated by client for on time reports, accurate data & streamlined processes
- Good knowledge of Avaya/Nortel/Cisco/Alcatel/Genesys
- Have strong understanding of Real Time Floor Management and reporting
- Highly self motivated, multi-task oriented team member with ability to self manage tasks to completion within timelines.
Assistant Manager
WFM & MIS
01.2011 - 09.2013
- Aligned with Telecom (Voice, Data, Inbound, Outbound, Frontend, Backend)
- Timeliness & Accuracy of MIS/Internal and Client Reviews
- Publishing Process Level & Agent Level Reports etc
- Formulate daily, weekly and monthly performance reports for all the circles
- Handling the ID management (Creation/Deletion/Resetting) with in TAT
- Continuously interact with other Centres/programs to pick up Best practices and make improvements in the existing processes
- Innovation & Automation of reports helping in reducing time taken to create reports & lowering the probability of errors.
Team Leader Operations
Intelenet Global Pvt Ltd
01.2009 - 01.2011
- Floor & ACD Management
- SPOC for major concerns to be escalated to client
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- Achievements
- Handled Escalation Team & Nodal Desk
- Handled project to reduce process level AUX with 15% improvement
- Handled project to reduce call disconnection with 5% improvement
- TTQ certified
Team Leader Operations
Competent Synergies Pvt. Ltd
07.2008 - 01.2009
- Mohali
- SME to achieve SL and AL targets, Quality targets and to manage breaks
- Was responsible to achieve process KPI
- Conducting daily team briefing/debriefing, manage and prepare Tardiness.
Sr
Tata Business Support Services Limited
09.2005 - 07.2008
- Mohali
- Handling difficult queries, assisting team members in resolving an unusual situation to customer’s satisfaction.
Education
Master of Business Administration - MBA - Information Technology
Lovely Professional University
Bachelor of Business Administration (B.B.A - Business Administration
Sikkim Manipal University
Govt. Ripudaman Collage
2003
Secondary Diploma -
DAV Public School
2000
Skills
- Top Skills
- Power Pivot
- Power BI
- VBA Excel
- Microsoft Excel
- Tableau
- SQL
- Data Analysis
- Planning
- Forecasting
- Connecting multiple data sources (SQL, Excel, MS Access) to single Power Pivot (Pivot Table)
Certification
Six Sigma Yellow Belt
Learning Data Visualization
Six Sigma Green Belt
Project Management
Harjaspreet Singh
Workforce Manager @ Jio | Data Analytics, Process Improvement
New Zealand
Timeline
Workforce Manager
Sahibzada Ajit Singh
10.2020 - Current
Workforce Manager
Teleperformance
10.2017 - 09.2020
Manager
Dr IT Group, MIS
03.2015 - 06.2017
Deputy Manager
Teleperformance India, WFM & MIS
10.2013 - 02.2015
Assistant Manager
WFM & MIS
01.2011 - 09.2013
Team Leader Operations
Intelenet Global Pvt Ltd
01.2009 - 01.2011
Team Leader Operations
Competent Synergies Pvt. Ltd
07.2008 - 01.2009
Sr
Tata Business Support Services Limited
09.2005 - 07.2008
Master of Business Administration - MBA - Information Technology
Lovely Professional University
Bachelor of Business Administration (B.B.A - Business Administration
Sikkim Manipal University
Govt. Ripudaman Collage
Secondary Diploma -
DAV Public School
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