Real time analysts WFM, Teleperformance Global Business Pvt. Ltd.
About Ronak Nimavat
To work as an integral part of a reputed organization & contribute professionally to its growth, where I can utilize my education, experience and practical abilities (WFM Skills) for company’s progress as well as my personal enhancement.
Monitored agent adherence in real-time to ensure schedules were followed and staffing met demand. Actively tracked and managed Service Level to keep it within target across all queues. Sent timely updates and real-time alerts to operations during SLA risks or spikes in volume. Handled queue management by balancing workloads and reallocating agents as needed. Uploaded and managed rosters in IEX, ensuring accurate shift planning and coverage. Performed skill mapping to assign agents to the right queues based on their strengths and availability. Maintained strong floor communication, making live callouts for breaks, login delays, or unexpected changes. Additionally, collating and uploading the agent’s schedules on IEX NICE tool .
