Akshay G.

@channel Hey Team, 👨🏽‍💻 Akshay Gawade: AI Automation, Dialer, and WFM Expert WFM/Dialer Manager | AI-Driven Operations & Strategic Automation Leader Navi Mumbai, Maharashtra, India | gawadeakshay337671@gmail.com | www.linkedin.com/in/akshay-gawade-64843b175/ 🎯 Strategic Profile Summary Highly accomplished and data-driven manager with over 8 years of experience specializing in the strategic convergence of Workforce Management (WFM), Dialer Operations, and AI Automation. Proven track record in transforming contact center efficiency by implementing advanced analytical models, leading AI projects, and ensuring stringent regulatory compliance (TRAI/DoT). Adept at translating complex business requirements into high-impact operational strategies. 🚀 Key Areas of Expertise

• AI Voice Bot Project Leadership: Managed the end-to-end life cycle for AI Voice Bot projects, including integration with CRM (Zoho) and dialer systems. • Predictive Modeling: Utilizes AI-based analytics and predictive algorithms to forecast workforce trends and improve resource utilization. • Data Science Application: Proficient in Python, R, and SQL for advanced data modeling, cleansing, and transformation for reporting automation. • Automation Focus: Implemented DevOps tools for streamlining workflows and automating deployment processes, with a focus on reducing manual intervention in reporting.

• Dialer Management: Managed end-to-end dialer operations (Predictive, Preview, Progressive) for inbound and outbound voice campaigns. • Strategy & Pacing: Expert in configuring campaigns, call strategies, and pacing ratios to ensure optimal contact rates and service levels. • Performance Achievements: Delivered substantial results, including improving the connect ratio by 25% through strategic call flow design and reducing the drop rate by optimizing retry logic. • Tool Proficiency: Experienced with Vicidial, Ameyo, Genesys, Avaya, Dristi, and Five9 dialer tools.

• WFM Cycle: Skilled in all facets of WFM, including forecasting, scheduling, and Real-Time Management (RTM) to consistently meet client metrics. • Executive Reporting: Produced executive-level reporting and analysis covering site workloads, productivity, service levels, staffing, and financial metrics. • SLA Achievement: Successfully drove performance improvements, achieving Service Levels of 80% of calls answered in 20 seconds. • Team Leadership: Managed and coached teams (e.g., a virtual team of 92 and a WFM team of 38), contributing to engagement and continuous process improvement.

👋 Hello, team!