1. - 1 -
R A J U R A M D A S J A D H A V
TOTAL WORK EXPERIENCE: 7yrs
S U M M A R Y O F E X P E R I E N C E
Duringthe course of the last 7 year, I have gained significant exposure in managingrole of
WFM andas well as setting up and managing operations for various channels of contact
centers such as Voice Inbound contact centers.
Ensure consistent,profitablegrowthinrevenuethroughpositive planning,deployment
Andmanagementof process, Identifiesobjectives,strategiesandactionplanto improvementof
process
P R O F E S S I O N A L E X P E R I E N C E
CONCENTRIX SERVICES INDIA PRIVATE LIMITED. AURANGABAD (MH)
Tenure : 29 September 2009 – Till date
Department : BET (BusinessExcellence Team)
Designation : Sr.Analyst WFM/MIS(Nov 2011- Till date)
The role of an Analyst is to remain objective throughout the life of the program in
Forecasting, Analysis, Reporting and Decision Making thus ensuring a positive effect
on different aspects of the program and ensure that the program consistently achieves
the gross margin targets on a monthly basis having constant interaction with the
Internal Management
 Program Management:
End to end Program Management
 Service Delivery (Voice-Inbound) – Ensuring all the S.L.A’s are adhered to and
achieved consistently on a daily/weekly/monthly basis.
 Maximizing Productivity – Reviewing team stats with Team Leads to mitigate
any productivity issues, Performance report Analysis as well as planning
staffing and scheduling. Target and goal setting activities with follow ups and
reviews.
 Managing all agents scheduled events to the schedule, track deviations and
create exceptions.
 Raising flags to operations for instances where non-adherence compromised
Service Level.
 Customizing the actual scenario to cater to the interval wise call arrival pattern
in events of downtimes
 Manage the Program Service Level with monitoring the Real Time Tool.
 Track the oversees and shortages of staffing
 Track and manage program schedule adherence and attendance
 Attend Weekly and daily staffing review meetings with management and
forecast/ Scheduling analysts detailing previous and current week’s
performance.

2. - 2 -
 Touch base with the Client, Capacity Team and Technology if volume
irregularities and downtime events are foreseen.
 Coordinate with different departments/support functions for updates and
problem resolution thereby ensuring seamless operation.
Previous Positions:
Department: Operations M&G Postpaid
Designation: Sr. CustomerSupportAssociate
Tenure: (December – 2010 till Nov 2011)
 Part of the core team that was involved in successful transition of the program
M&G Postpaid Escalation Desk
S T R E N G T H S A N D K E Y M E A S U R E S
 Good Communication skills.
 Ability to perform best under pressure.
 Hardworking and punctual
 Proven ability to succeed in a team environment.
 Strong quantitative and analytical abilities.
 Proven ability in process and people management.
E D U C A T I O N A L Q U A L I F I C A T I O N
Bachelor of Arts Dr. Babasaheb Ambedkar University Aurangabad 2011 - 2013
Higher Secondary School Certificate (HSC) Aurangabad Board 2007 - 2008
Secondary School Certificate (SSC) Aurangabad Board 2005 - 2006
A D D I T I O N A L Q U A L I F I C A T I O N
Certificate Course in CCC DOEACC Society Delhi
A B O U T M E
A combination of Conviction, Confidence and Accountability are my assets and optimizing
the same by being a Team Player is what I look forward to.
I hereby assure you of my work expertise as a professional and an open-minded approach
as an individual.
Date of Birth : 10th
December 1989.
Marital Status : Marred
Present Address : RH 19 Pratapgadh Sara Vaibhav Jatawada Road Aurangabad
431001
Email Address : raju.9595812331@gmial.com
Contact No : 9595812331
Current CTC : Rs. 1,82,884.
Notice Period : 30 days
D E C L A R A T I O N

3. - 3 -
I, HEREBY DECLARE THAT THE ABOVE MENTIONED PARTICULARS ARE
TRUE TO THE BEST OF MY KNOWLEDGE AND BELIEF
(Raju Ramdas Jadhav)