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MN@manishnavani
WFM Specialist skilled in real-time operations, analytics, and process optimization using Python, SQL, and Power BI.
IndiaI am a dedicated workforce management (WFM) specialist with hands-on experience in real-time operations, intraday management, and customer support within BPO environments.
At TTEC I manage real-time operations using Amazon Connect and Verint, build performance reports and dashboards with Excel and Power BI, and analyze operational trends using SQL and Python.
Previously as a Real-Time Analyst and Customer Support Executive at Teleperformance, I optimized agent schedules, ensured SLA/KPI compliance, reduced shrinkage, and developed a strong understanding of call center metrics.
I bring strong communication, critical thinking, and time-management skills, and I am focused on leveraging data-driven insights to improve service levels and operational efficiency.
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Work history, roles, and key accomplishments
TTEC
Dec 2024 - Present (11 months)
Manage real-time operations using Amazon Connect and Verint, monitor agent performance and service levels, and build Excel and Power BI dashboards to drive process optimizations.
Teleperformance
Jan 2024 - Dec 2024 (11 months)
Monitored intraday performance and optimized agent schedules to ensure SLA and KPI compliance, collaborating with team leads to reduce shrinkage and improve adherence.
Teleperformance
Jun 2022 - Jan 2024 (1 year 7 months)
Delivered multichannel customer support within a BPO environment, developed deep knowledge of call center metrics, and consistently met performance targets.
Degrees, certifications, and relevant coursework
URBachelor of Commerce, Commerce
Bachelor of Commerce (B.Com) degree completed at the University of Rajasthan, focusing on commerce and related business subjects.
Software and tools used professionally
IndiaYou can contact Manish and 90k+ other talented remote workers on Himalayas.
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