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Brijesh Singh

@brijeshsingh1

Workforce Management professional at Concentrix Daksh Services India Pvt. Ltd., monitoring Intuit staffing and SLA performance.

India

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What I'm looking for

I'm seeking a challenging role where I can use operational insights to support organizational growth and personal advancement.

At Concentrix Daksh Services India Pvt. Ltd., I monitor real-time staffing for Intuit and manage SLA, AHT, and schedule adherence.

I evaluate schedule change requests and discretionary activities, and recommend VTO or extra hours to help control costs.

I provide forecasting inputs from real-time observations and maintain system inventory and data backups. I also share attendance and shrinkage reports for four locations and track schedule exceptions.

Previously, I worked as a Lead Associate WFM at IGT Solutions Pvt. Ltd. and an RTA Executive at Teleperformance D.I.B.S. (formerly Intelenet Global Services). My experience includes intraday monitoring, break and downtime management, schedule adherence, and SLA tracking.

Experience

Work history, roles, and key accomplishments

Current

Associate Real Time / Lead WFM RTA

Current

Concentrix Daksh Services India Pvt. Ltd.

Sep 2022 - Present (4 years 1 month)

Real-time monitoring and intraday staffing for Intuit, managing SLA, AHT, and schedule adherence. Approved discretionary activities, evaluated schedule changes, and provided forecasting inputs.

Real time Monitoring Intraday Staffing SLA Management AHT Schedule Adherence Forecasting Attendance Reporting Shrinkage Tracking Amazon Connect Avaya IQ Performance Centre Excel

Lead Associate WFM

IGT Solutions Pvt. Ltd.

Nov 2021 - Sep 2022 (10 months)

Managed real-time workforce management for an airline process, overseeing intraday monitoring and adjustments for ~8000 FTEs across voice, chat, and task channels. Handled performance management and operational decision-making.

Real Time WFM Intraday Monitoring SLA AHT ASA Schedule Adherence Reporting Forecasting Excel

RTA Executive

Teleperformance D.I.B.S.

Feb 2019 - Jan 2021 (1 year 11 months)

Oversaw break and downtime management, schedule adherence, and SLA tracking. Coordinated with support teams and maintained real-time aux/skill mapping and downtime reports.

Break Management Downtime Management Schedule Adherence SLA Tracking Real time Monitoring Reporting Excel