Mohammad Riyaz Waris

Background

About Mohammad Riyaz Waris

Workforce Management & MIS Specialist with over 15 years of experience in telecom, banking, and social development sectors. Skilled in building and scaling contact centers, strategic planning, managing performance, forecasting & scheduling, automating reporting, and leading cross-functional teams. Six Sigma Green Belt trained with a strong analytical mindset and operational excellence. Workforce Management (WFM) MIS & Performance Reporting Capacity Planning & Forecasting Scheduling & Real-Time Management Contact Center Setup & Migration Data Analysis & VBA Automation Client & Stakeholder Management Team Leadership & Training Six Sigma Methodology (Green & Yellow Belt) CRM & Reporting Tools (Genesys, Avaya, Cisco, MS Dynamics, Zendesk) Workforce & Contact Center Tools: Genesys, Avaya CMS, Cisco, Ziwo, Globitel, Queue Metrics • Productivity: Microsoft Office 365, VBA Automation, MS Outlook CRM & ERP: Oracle Cloud, Microsoft Dynamics, Zendesk, PSHR, ILC Achievement • Expanded STCPay contact center from 100 to 350+ agents. • Led launch of government contact centers for MHRD projects. • Designed comprehensive WFM frameworks (performance, payroll, incentives). • Developed VBA automation reducing manual reporting hours. • Multiple awards across organizations (STAR, GEM, Hall of Fame, Innovation Ambassador).