Jul 2024 – Feb 2025 · 7 mos · On-site

• Workforce Leader managing FTE, SLA delivery and Compliance management for multiple accounts across geo's & locations.
• Accountable for driving WFM as a Service & Consulting model building synergies with on shore counterparts and deploying best practice sharing.
• Accountable for RFP's, RFI's for new logos and ramp's within existing accounts
• Accountable for PnL management and optimization from a Cost to Revenue perspective, Client relationship management and leading in setting up a WFM framework by building synergies between On-shore and Off-Shore centers by continuous delivery of BPM Best practice
• Accountable for Budgeting, Forecasting, Capacity Planning, Scheduling, Real Time delivery / monitoring, Performance reporting, Automation and PI Improvement practices.
• Accountable to be compliant on timely reviewing & signing of the WFM Training manuals / DPM’s as per regulatory laws across different operating locations

Apr 2021 – Jun 2024 · 3 yrs 2 mos · On-site

• Workforce Leader managing FTE, SLA delivery and Compliance management for multiple accounts across geo's & locations.
• Accountable for driving WFM as a Service & Consulting model building synergies with on shore counterparts and deploying best practice sharing.
• Accountable for RFP's, RFI's for new logos and ramp's within existing accounts
• Accountable for PnL management and optimization from a Cost to Revenue perspective, Client relationship management and leading in setting up a WFM framework by building synergies between On-shore and Off-Shore centers by continuous delivery of BPM Best practice
• Accountable for Budgeting, Forecasting, Capacity Planning, Scheduling, Real Time delivery / monitoring, Performance reporting, Automation and PI Improvement practices.
• Accountable to be compliant on timely reviewing & signing of the WFM Training manuals / DPM’s as per regulatory laws across different operating locations

Apr 2018 – Mar 2021 · 2 yrs 11 mos · On-site

• WFM and Compliance Leader managing Operational Sites @ Alabang, Iloilo and Pune for the assigned accounts
• WFM as a Service model building synergies with on shore counterparts and deploying best practice sharing.
• Accountable as a WFM domain Leader for setting up WFM Best Practice and building a Coe Center of Excellence for work related to Capacity Planning, Scheduling, Headcount Management, Seat Utilization, Real Time Monitoring.
• Accountable for delivering Consulting practice from a Cost to Revenue optimization perspective Accountable on Client management in building WFM capability, driving Consulting practice from a Cost to Revenue optimization perspective
• Accountable on Client Management in building WFM capability and setting up a WFM framework building synergies between On-shore and Off-Shore.
• Accountable on RFP’s / RFI’s delivery for new and existing logo’s across the organization and in setting up of BPM Best practice by optimizing on Capacity and Staffing best fit requirements.

Dec 2016 – Mar 2018 · 1 yr 3 mos · On-site

• Business Project Lead in a Transformation Consulting Project operating from client site for a global Insurance & BFS client.
• GSSC locations (Philippines - Manila & Cebu and On Shore multiple locations in Australia)
• Business Project Lead for setting up of Verint Workforce solution for their Voice, Blended and Back-Office Processes at their Global Shared Services Center
• Accountable as a Business Project lead for setting up WFM Best Practice and in building a Coe Center of Excellence for work related to Capacity Planning, Scheduling, Headcount Management, Seat Utilization, Real Time Monitoring.
• Accountable in building a WFM framework by developing SOP's, WIM, Training manuals around all WFM principles as per regulatory government laws and developed synergies between On-shore and Off-Shore on the practices
• Setting up of BPM Best practice in a Captive operated multi location Global Shared Services Center in terms of optimization around Capacity and Staffing best fit requirements for all Voice and Back Office Processes within GSSC locations

Dec 2014 – Nov 2016 · 1 yr 11 mos · On-site

• Accountable as Workforce Leader for Domestic Vertical accounts on Client relationship management and Transitioning WFM best practice across multiple delivery locations
• Managed varied accounts from different domains / verticals including transitioning the account of the largest e-Commerce Indian giant and scaling from 0 To 1200 within 10 months.
• Responsible for optimized Forecasting, Capacity Planning, Budgeting, Scheduling, Real Time Reporting / Analytics, Dialer Management and Performance Reporting
• Close collaboration with Senior Stakeholders and PI Team on Projects related to P&L optimization, HC benchmarking, SU & Infra planning
• Mentoring & upscaling team members for continuous improvement & skill enhancement.

Feb 2012 – Nov 2014 · 2 yrs 9 mos · On-site

• Workforce delivery leader for the assigned accounts operational across India, Philippines and Costa Rica geographies.
• Was part of the core team which travelled to Australia – Melbourne for Due Diligence at Client Site for lift and shift of Business operations from onshore and incumbent in Bangalore India at WNS Philippines centers.
• Transitioned & set up WFM best practice for a leading Utility giant involving Dialer management from Australia at WNS Manila starting 28th July’2014 To Oct'2014.
• Responsible for Capacity Planning, Forecasting, Scheduling, Real Time delivery and Performance reporting for the assigned accounts.
• Telephony SPOC for change and network management.
• Seat Utilization, BCP, BCM, DR Roster and Compliance management.
• Mentoring & upscaling team members for continuous improvement & skill enhancement.

Mar 2010 – Jan 2012 · 1 yr 10 mos · On-site

• Responsible for delivery on Capacity Planning, Scheduling, Real Time Management, Performance Reporting for the assigned accounts operational across different geographies and delivery centers.
• Seat Utilization, BCP, BCM, DR - Roster delivery quarterly and Compliance management.
• Telephony SPOC to on-shore clients for change and network management.
• Automation & Project initiatives delivered
• Mentoring & upscaling team members for continuous improvement & skill enhancement.

Oct 2008 – Feb 2010 · 1 yr 4 mos · On-site

• Responsible for delivery on Real Time Management, Performance Reporting, Scheduling for the assigned accounts operational across different geographies and delivery centers.
• Ensuring accuracy and timely delivery of volumetric and FTE numbers on a monthly basis
• Seat Utilization, BCP, BCM, DR - Roster and Compliance management.
• Mentoring & upscaling team members for continuous improvement & skill enhancement.

Feb 2007 – Sep 2008 · 1 yr 7 mos · On-site

• Real Time Management, Performance Reporting for assigned accounts operational across different geographies and delivery centers.
• Ensuring accuracy and timely delivery of volumetric and FTE numbers on a monthly basis
• BCP & DR - Roster, Seat Allocation, Inventory management.

Feb 2005 – Jan 2007 · 1 yr 11 mos · On-site

• Part of the Vacation and Hotel Help Desk L2 assisting front line associates on resolving customer escalation queries.
• Ensuring accuracy & timely payment delivery to hoteliers, vendor partners and suppliers.
• Consistent in achieveing C-SAT and Quality delivery as per targets.
• Training and mentoring new hires on the job, monitoring and providing regular feedback on their performance for continuous improvement.