Parv Shotri

Background

About Parv Shotri

Seasoned professional with 10+ years of experience in the BPO (Business Process Outsourcing) industry with expertise in dialer management, WFM, and related MIS. I have hands-on experience in workforce planning for short-term and long-term workload forecasting, scheduling, real-time resource management and proactively working to meet daily metrics by staying in constant communication with BPO Partner teams. I hold extensive experience in supervising direct dialer and WFM staff on the day-to-day dialer and workforce management tasks and performing a variety of other operations, including; Defining and improving core service delivery operating principles and methodologies (performance management, optimisation framework, process change management, error tracking, capacity management) Managing all WFM tasks, including analysing center and agent historical performance and generating and overseeing schedules adherence Monitoring WFM key performance indicator (KPI) metrics to ensure all goals are being met and managing dialing campaigns Resolving issues and providing technical support and training on the use of the Workforce Management (WFM) and Dialer software Analysing contact center trends, including call volumes, call patterns, staff productivity, and resource allocation to ensure forecasting, staffing, and scheduling plans meet business goals and objectives