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Uttyam Maurya

@uttyammaurya

I optimize contact center performance through real-time queue monitoring, intraday management, and SLA-focused workforce planning.

India

Message

What I'm looking for

I'm looking for a workforce management or real-time analyst role where I can improve queue performance, adherence, reporting, and SLA delivery in a high-volume contact center.

At Concentrix Daksh Service, I monitor live queues and intraday performance, track schedule adherence and shrinkage, and escalate incidents to support service delivery.

I use real-time telemetry, including Grafana, RCC, and telephony systems, to manage capacity and help teams meet SLA targets in high-volume contact center environments.

Previously at Concentrix, I resolved complex customer issues, analyzed customer data for trends, and improved communication and project-management processes across teams.

Experience

Work history, roles, and key accomplishments

Associate Real Time Analyst

Concentrix Daksh Service

Oct 2024 - Oct 2025 (1 year)

Monitored live queues and intraday performance, tracked schedule adherence and shrinkage, and escalated incidents to ensure performance delivery.

Intraday Management Reporting Incident Escalation

Associate

Concentrix

Sep 2022 - Oct 2024 (2 years 1 month)

Resolved complex customer issues to increase satisfaction and built strong stakeholder relationships. Streamlined communication and implemented project management tools to enhance team productivity.

Customer Satisfaction Stakeholder Management Project Management Data Analysis