PROFESSIONAL SUMMARY:

• 12+ years of experience in Work Force Management, Process Management, Capacity Planning, MIS & Team Management serving Accounts from Telecom / Banking & Insurance Industry with Voice & Non - Voice delivery. Analyze & interpret data on regular basis and draw actions to improve performance. Provide analytical support and recommendations for staffing resources to meet client objectives such as service levels, occupancy, adherence, cost per call, with proven success record. Strong interpersonal skills and attention to detail with a record of outstanding employment in fast-paced, high-pressure work environments. Proficient with Microsoft Office Suite 2013
• Preparing annual volume and staffing forecast and reviewing it with Operations & HR on a regular basis.
• Analyzing and preparing accurate revenue forecast for the organization & track it on Daily/Monthly/Yearly frequency.
• Forecasting workload and scheduling staff to meet anticipated workload within scheduled turnaround time thereby enhancing efficiency. Also Analyze trends w.r.t. absenteeism, attrition, volume arrival, AHT to best fit the schedules.
• Formulate & Implement targets for WFM metrics (e.g. Schedule Adherence, Agent Occupancy, Agent Utilization projection, Seat Utilization etc.) to achieve smoothness in the system. Also prepare timely Gap Analysis to enable prompt action by relevant stake holders
• End-to-End Project Plan for new campaigns (including staffing / telephony / logistics / change management / Client Calls).
• Suggest efficient shift structures, FT/PT mix and other improvements to operations team for implementation
• Generating monthly invoice in conjunction with Operations & Finance
• An Energetic and self-motivated team player/builder. At ease in high stress, fast-paced environments with emerging and multiple responsibilities.
• Possess excellent interpersonal, communication and organizational skills with proven abilities in team management, customer relationship management and planning.
• Setup of WFM from start of the process for the client, process involves every aspect of WFM services to be enabled for delivery.
• Multilingual & Multichannel forecasting & capacity planning for new accounts.
• Drive WFM targets with operations on Key Metrics. E.g. SU, Line Adherence
• Projects to ensure cost reduction also undertaken from time to time to increase account GP
• Formulation of commercial solutions from WFM perspective for existing & new clients & design to give optimized solution price point
• Working closely with deal team for developing models to respond to RFP
• Managing IVR utilization of the client and suggest on timely IVR Changes to support new customers promptly
• Work with client to better understand business influences to forecast based on known business intelligence and historical trends for each business segments & raise indent for staffing requirements on regular intervals
• Attend staffing calibration calls and raise alarm in case of staffing shortfall due to factors Confidential capacity planning team
• Plan scheduled overtime in case of exigencies till the time new hires come to production
• Raise indent for additional seats requirement to ensure smooth rampup & vice versa
• Ensure staffing requirements are raised keeping in mind organization revenue goals
• Ensure any excess staff are realigned to utilize the resources as & when required
• Forecasting workload based on past trend and CPC increase/decrease for the contract
• Management of the eWFM system, ensuring accuracy and relevance to front line and central team
• Ensure Scheduling of off-phone activities aligned to the Target Operating Model
• BO (Chat & Email) transactions forecast along with & scheduling workforce to handle transactions within agreed GOS
• Reviewing offered channels on weekly & monthly basis and suggesting ops head to move staffing from Voice to Back office & Vice versa to ensure agreed Grade of Service to the end customer
• Ensure alerts while monitoring real-time Roster/Schedule Adherence Alerts
• Ensure BCP for low staffing levels or modify call routing to increase service levels, meet line adherence for the client
• Attend weekly and daily staffing review meetings with management and forecasting & scheduling analysts detailing previous and current weeks performance
• Ensure continuity of service for contact center operations
• Ensure BO offered & answered rate tracked on hourly basis and raising alarms to meet EPH.
• Ensure Chat offered & answered rate tracked on 15 minutes basis and raising alarms to meet CPH along with maintaining right Concurrency.
• Ensure generation of regular reports for both internal & external customers to Provide Gap Analysis on regular duration and track closure on open items
• Generate Monthly Invoicing for the client
• Reporting BO & data on daily basis to track backlog and help operations to design strategy to eliminate backlog in such situations.
• Build strong relationships, adopting a joined up approach, to deliver business requirements at pace and with minimum conflict.
• Maintain contact with stakeholders to identify and communicate business performance, status and potential risks.
• Drive a high performance culture through strong leadership and effective people management.
• Assign responsibilities to direct reports providing them with the direction and confidence to deliver results.
• Acting as a Subject Matter Expert to support the wider business to ensure commonality and consistency of solutions.

PROFESSIONAL EXPERIENCE:

Confidential

Deputy Group Manager WFM

Responsibilities:

• Lead WFM team to ensure all verticals of WFM (Capacity Planning, Scheduling, MIS & RTA) are functioning as per request from the client and as per agreed SLA’s
• Engaging with the client on forecasting for long & short term to help end customer queries are resolved as per SLA.
• Liaison with operations to plan ahead for any ramp up/ramp down requirements as per the agreed forecast
• Design strategy to achieve targets and highlight any notable aberration to relevant stakeholders to act on time and negate potential impact.
• Preparation of process document and work with Quality team to ensure regular update of processes to ensure no WFM defects in any audits.
• Review all WFM deliverables on a weekly basis in the WRM and action on any open items on priority.
• Ensure timely invoices are raised to ensure timely payment of the services rendered to the client.
• Interact with business leaders and other stakeholders to gather requirements for the project and ensure that all WFM related Deliverables are supplied on time

Confidential

Senior Manager WFM

Responsibilities:

• Planned to deliver all WFM Metrics like Line adherence, Agent occupancy, Seat Utilization Month on Month
• Planned Capacity to help achieve client committed SLA’s are met keeping in mind cost involved for production
• Review all schedules generated by team to ensure we are able to deliver to client committed SLA’s & raise alarm in case we are short on capacity due to sudden volume increase / higher attrition which might lead to SL failures. Also planning overtime for such cases and diligently track performance on the day
• Review all reports which reports out Revenue, Billing & Ops efficiencies on weekly basis.
• Plan Real time for any sudden change in volumes.
• Liaison with the client on forecasting for long & short term to help customer resolve the queries & understand the background of sudden changes in the forecast.
• Design process documents for each function of WFM & ensure process is followed
• Review all WFM deliverables on a weekly basis in the WRM and action on any open items on priority.
• Ensure timely invoices are raised to ensure timely payment of the services rendered to the client.
• Interact with DPE’s and other stakeholders to gather requirements for the project and ensure that all WFM related Deliverables are supplied on time

Confidential

Senior Manager WFM

Responsibilities:

• Planned to deliver all WFM Metrics like Service Level (90/10), Agent occupancy, Seat Utilization Month on Month
• Interact with the client marketing team to generate forecast for the client both for Pay-as you go & Postpaid mobility support
• Plan long & short term capacity to ensure all client SLA’s are met & since this was a premium segment of customer support with Average ARPU of 2k
• Review all schedules generated by team to ensure we are able to deliver to client committed SLA’s & raise alarm in case we are short on capacity due to sudden volume increase / higher attrition which might lead to SL failures. Also planning overtime for such cases and diligently track performance on the day
• Review all reports which reports out Revenue, Billing & Ops efficiencies on weekly basis.
• Plan Real time for any sudden change in volumes.
• Liaison with the client on forecasting for long & short term to help customer resolve the queries & understand the background of sudden changes in the forecast.
• Design process documents for each function of WFM & ensure process is followed
• Review all WFM deliverables on a weekly basis in the WRM and action on any open items on priority.
• Ensure timely invoices are raised to ensure timely payment of the services rendered to the client.

Confidential

Manager WFM - Shared WFM Support

Responsibilities:

• Support for the account WFM teams to create org wide standard reporting packs which were reviewed to take global decisions by Country leaders.
• Ensure overall Invoice process is followed for all the accounts and all teams raise the invoice.
• Help Solutions team to revert to RFP as and when required.
• Implementation of best practices which can be replicated.
• Drive projects to ensure cost reduction.

Confidential

Deputy Manager WFM - Shared WFM Support

Responsibilities:

• Create Management dashboards on daily/Weekly/Monthly basis to report our performance and highlight area of concern to the management team
• Create Erlang based capacity calculations for accounts where Tools were not deployed due to small size of the account.
• Generate invoices for the month for these accounts.

Confidential

Assistant Manager WFM - Shared WFM Support

Responsibilities:

• Account Level capacity planning for a telecom Process.
• Generate schedules on weekly basis for agent population keeping in mind client committed SLA’s is met.
• Work with Ops team to ensure Real Time SL management
• Creation of Dashboard which represented agent performance & calculated incentives for the agent group.
• Creation of reports to support ops team.

Confidential

Executive PWFM

Responsibilities:

• Initially supported Real Time for HP on managing HP pavilion Laptops queue.
• Responsible to generate schedules on Blue Pumpkin for all agents for both HP & Linksys.
• Design schedules in such a way that all client as well as Ops demands are fulfilled
• Effective leave planning for all the agents on the schedules.
• Create weekly staffing performance reports.