Umar Jumabhai Vadha
Workforce Management Supervisor
Bayan Lepas
Summary
Dynamic and results-driven Workforce Management Supervisor with over 10 years of experience in the Telecom Inbound Voice Process, E-commerce, and Airlines sectors. Adept at leveraging technical expertise in MS Excel, Macros, VBS, and Power BI to enhance operational efficiency and decision-making. Demonstrated leadership in team handling, people management, and driving strategic initiatives. Proven track record of success in data analysis, reporting, and working in international BPO environments. Skilled in training, mentoring, and developing high-performing teams, with a strong commitment to delivering exceptional service and achieving organizational goals.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
Work History
Workforce Management Supervisor
Teleperformance Malaysia
4 2024 - Current
- Expert in forecasting, capacity planning, and resource allocation to optimize workforce efficiency
- Proficient in real-time monitoring and management of workforce performance and productivity
- Advanced skills in data analysis using MS Excel, Macros, VBS, and Power BI to create insightful reports and dashboards
- Strong abilities in team handling, mentoring, and developing high-performing teams
- Extensive knowledge of process automation and optimization
- Proven track record in managing global client relationships and delivering exceptional service.
Workforce Management Analyst
Teleperformance - Malaysia
07.2023 - 04.2024
- Proficient in real-time workforce performance management
- Advanced data analysis and reporting using MS Excel and Power BI
- Expertise in resource allocation and capacity planning.
Customer Service Specialist
Teleperformance - Malaysia
10.2022 - 07.2023
- Provided exceptional customer service, handling inquiries and resolving issues efficiently
- Assisted passengers with bookings, flight changes, and travel information
- Ensured high levels of customer satisfaction through professional and courteous service
- Managed special requests and provided personalized assistance to enhance the travel experience
- Maintained comprehensive knowledge of airline policies, procedures, and services.
Customer Service Supervisor
Reliance Jio Infocom Limited
03.2017 - 10.2022
- Team Leadership: Skilled in leading and mentoring customer service teams to achieve high performance
- Customer Relations: Proficient in handling escalations and ensuring customer satisfaction
- Performance Monitoring: Expertise in tracking and improving key performance metrics
- Training & Development: Strong ability to train and develop team members to enhance service quality
- Communication: Excellent verbal and written communication skills for effective team and customer interactions
- Problem-Solving: Adept at resolving complex customer issues promptly and efficiently.
Senior Executive
Tata Business Services Limited
01.2015 - 02.2017
- Issue Resolution: Proficient in resolving complex customer issues and ensuring high satisfaction
- Team Leadership: Skilled in leading and mentoring junior customer care executives
- Performance Metrics: Experienced in monitoring and improving customer service performance metrics
- Communication Skills: Excellent verbal and written communication abilities
- Process Improvement: Adept at identifying and implementing process improvements to enhance service quality.
Education
Diploma in Civil Engneering -
Gujarat Technological University Ahmedabad
03.2012 - 04.2015
HSC - Science - undefined
Gujarat Higher Secondary education board
03.2010 - 05.2012
SSC - undefined
Gujarat Secondary education board
07.2009 - 05.2010
Skills
Leadership
Problem-solving
Client relationship
Data Analyst
Virtualization
Problem-Solving
Operations Management
Employee Relations
Leadership Development
Organizational Skills
Performance Management Systems
Analytical Thinking
Street
C7 3A Dpiaaza condominium
Country
Malaysia
Personal Information
Nationality: Indian
Languages
Gujarati
Hindi
English
Bahasa Melayu
Urdu
Timeline
Workforce Management Analyst
Teleperformance - Malaysia
07.2023 - 04.2024
Customer Service Specialist
Teleperformance - Malaysia
10.2022 - 07.2023
Customer Service Supervisor
Reliance Jio Infocom Limited
03.2017 - 10.2022
Senior Executive
Tata Business Services Limited
01.2015 - 02.2017
Diploma in Civil Engneering -
Gujarat Technological University Ahmedabad
03.2012 - 04.2015
HSC - Science - undefined
Gujarat Higher Secondary education board
03.2010 - 05.2012
SSC - undefined
Gujarat Secondary education board
07.2009 - 05.2010
Workforce Management Supervisor
Teleperformance Malaysia
4 2024 - Current
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