This document provides a summary of an individual seeking a Workforce Manager position. It includes details of their current role leading a department of workforce and MIS, managing 18 clients across 9 countries. Key responsibilities involve preparing reports, meeting forecasts, monitoring operations, and analyzing data. Over 9 years of experience includes roles in customer service and relations. Achievements highlighted are promotions and awards for performance and leadership. Relevant education and skills are also summarized such as communication, negotiation, time management and more than 10 years of work experience in customer service roles.

1. AffrouddinMohammad
8-3-228/1280/177
Jawahar Nagar Yusuf guda
Hyd-45
Mobile:- 08374799954
Email:- affrouddinmohd@yahoo.co.in
SUMMARY
Seeking Workforce Manager position dedicated to effective team management and customer satisfaction with
reputable organization in which my experience can be a positiveinfluenceon the growth of company.
Experience
Sr WFM Oct’13 till date .
Heading the department of WFM/MIS followed with Team Leads.
Takingcare of 18 Clients with 9 country combinations.
Prepare daily/weekly/monthly and adhoc reports and distributeto Management.
Measure forecastingaccuracy and work to reduce variationsin order to ensure performance goals aremet.
Monitor all Real-Timeand Intra-Day activities to ensureoperational goals aremet.
Accurately track and manage contact center scheduleadherence.
Analyze pastcall volume,interval arrival patterns and staffingpatterns and providemonthly and other long-range
forecasts consistingof required staffinglevels.
Collects,assembles,and analyzes data for operatingtrends & issues usingExcel spreadsheets and Access/SQL
databases.
Provides immediate feedback or updates to the management team on Contact center’s performance.
Identifies and resolves reportingissues proactively butimmediately informs the directsupervisor for any hot
issues.
Co-ordinate and collaboratewith operations and other departments to ensure smooth functioningof the
production environment.
Recommend procedural and operational guidelinechanges to improve communications and operational efficiency.
Maintain confidentiality relativeto organizational strategies,objectives,and Agents.
Participatein functions/meetings as required.
Work on special projects asneeded (Workingon Headcount requirement for emergency periods).
Prepare and submits individual accomplishmentreport (weekly and monthly).
Work with Training team to coordinatetraining planning of new employee resources.
Report and distributemanagement information highlightingareas for improvement and
those of concern and opportunity.
Planningdowntime incl.firedrill,training,tech maintenance, town hall events.
Acting as supervisor in absence of Team Leads.

2. Work History – 9 yrs
Worked as Customer Relation Officer in HTMT GLOBAL SOLUTIONS, HYD, processingthe products of Bharati Tele
Ventures Ltd (AIRTEL). 13months.(27thNov2007 to 29thDec2008).
Worked in TBSS Centurion (U.S. Process) 20 months(19th Jan 2009 to Oct31st2010).
Workingin ADP from 8thNov 2010 till date.
Achievements
HTMT Global Solutions – CSR- 27th
Nov’07-29th
Dec’2008
Started HandlingEscalation within 3 months from the date of joining.
Worked on Reducing AHT & ClientSatisfaction survey.
TBSS – 19th
Jan 09- 31st
Oct 20’10 (CSR-Sr CSR)
Promoted as an SME within 12 months period.
Received Sales topper award.
Top Gun Quality award
Overall Performanceaward.
ADP – 8th
Nov 2010 till Date
Nov’10-Aug’13 (Sr-CSR-CustomerService Analyst)
Received Super WOW 5 times (Award for OutstandingPerformance in ClientSatisfaction).
Received Quality Award of Honour twice (Consistently maintainingoutstandingQuality).
Received STAR of the Month twice (Recognition of All-Round Performance).
Award for Excellence for Best Team Player thrice.
Promoted to Customer Service Analyst within 18 months of Joining.
WFMROLE
MIS/WFM/Analyst-SrWFMAnalyst (Sep’13-till date)
Assisted in Setting up WFM Function .
Took over the WFM Function within 12 months period.
Maintained the SLA’s (ASA,ABD%-0%, & Max Delay) successfully from3 years.
Exceeded Leadership teams expectations duringYear end periods.(ManagingHigh Call Volumes ).
Trained WFM Analystwithin 3 months period to handlethe function all alone.

3. INTERESTS
Reading books
listeningto music
playingcricket
PERSONAL TRAITS
Good atunderstanding the things spontaneously.
Can get easily accustomed to new environment.
Good atmaintainingpublic relations.
Can work as an individual and also a teammember.
STRENGTH
Communication Skills.
Confidence.
Hardworking.
SKILLS
O/S: Ms-dos,Windows98,2000,Millennium,Xp..
Othersoftwares: Ms-Office,Tally 7.2 with vat.
Exceptional interpersonal communication
Negotiation expert
Client-focused attitude
Excellent time management skills
Effective workflow management
Education
2007
Bachelor of Commerce (B.Com) from Pragathi Maha vidyalaya Degree College, affiliated to Osmania
University
Declaration
I hereby declarethat the above mentioned details aretrue and correctto my knowledge and belief.
DATE :
PLACE : HYDERABAD (MOHD. AFFROUDDIN)