Amit K.
Mid-Level MIS & WFM Analyst
Open to offersNew to PlatformAbout
Amit K. is a seasoned Senior MIS & WFM Analyst with over 15 years in the BPO industry, notably at TATA Consultancy Services and previously at Hinduja Global Solutions. He has played a pivotal role as Team Leader since January 2022, overseeing a team of 60+ with four team leaders, focusing on MIS and WFM reporting. Amit excels in workforce analytics, employing Advanced Excel, Power Query, and dashboard automation to furnish comprehensive insights and drive efficiency. He specializes in automating reports, reducing manual effort by approximately 30%, and fostering organizational visibility through dashboards tracking SLA and productivity metrics. Amit also supports leadership by monitoring schedule adherence and shrinkage, achieving over 95% adherence. His role extends to performance improvement through collaboration with operations, delivering precise, timely client-ready reports. His academic background includes a B.Sc.(H) from R.S More College under Vinoba Bhave University.
Experience
Team Leader
TATA consultancy services · 2022 — PresentOversee team attendance and manage resource availability for workflow planning. Allocate tasks based on workload and communicate with clients through emails and phone. Ensure SLA targets are met by monitoring performance and addressing team issues. Encourage team members to pursue growth opportunities and keep them informed on organizational updates. Manage incident reporting and resolution.Processor
TATA consultancy services · 2010 — PresentConduct surveys with a major utility company in the UK to address settlement corrections for B2B customers. Analyze discrepancies between electricity consumption and settlement and install devices at customer locations using Mainframe and SAP systems. Finalize optimization reports using Mainframe and Excel, manage billing in SAP, and perform modifications on customer accounts in the SAP system. Respond to emails from customers and other participant companies to resolve inquiries.Quality Analyst
TATA consultancy services · 2010 — PresentPerform quality checks on processed cases and provide feedback to associates. Facilitate calibration sessions with clients and the operations team as well as conduct quality discussions to address errors. Carry out root cause analysis (RCA) and prepare control charts along with casual business analysis reports, such as defect logs and Fishbone analysis.Team Leader - Operations
Hinduja Global Solutions Limited · 2007 — 2009Managed day-to-day operations of the team, ensuring efficient workflow and optimal performance. Supervised staff and coordinated task allocation to achieve operational objectives.
Skills & Expertise
Education
- Bachelor of Science (Honors)R.S More College (Govindpur) · — — 2007
- Higher SecondaryK.S.G.M college (Nirsha) · — — 2003
- MatriculationP.N.K.N High School · — — 2000
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