Jibrail Mujawar

Prepare and publish daily reports on attendance, late logins, and shrinkage. Generate and analyze intraday reports for hourly performance tracking. Monitor real-time queue performance, ensuring SLA and AHT compliance. Develop RTA dashboards highlighting SLA, shrinkage, and occupancy metrics. Collaborate with workforce and operations teams to align staffing and improve utilization. Conduct performance analysis using Salesforce and Power BI, delivering actionable insights. Lead real-time escalation handling and proactive service monitoring. Track and manage AUX statuses (Break, Idle, Meeting) to maintain adherence. Perform RTA shoutouts to improve agent productivity and compliance. Manage capacity planning, trend analysis, and strategic staffing initiatives.

Handled breakdown calls for commercial vehicles and resolved customer issues. Maintained detailed logs of customer interactions and service requests. Delivered professional and empathetic customer service. Provided real-time updates on service status.