Apr 2025 – Dec 2025 · 8 mos · Hyderabad, Telangana, India · On-site

Jun 2023 – May 2025 · 1 yr 11 mos · Hyderabad, Telangana, India · On-site

• Lead the Workforce Management (WFM) Team:
• Oversee the daily operations of the WFM team to ensure optimal workforce allocation and performance.Implement strategies to improve workforce efficiency and productivity.Develop and maintain WFM metrics and reporting tools to support operational decision-making.Project Management Office (PMO) Oversight:Manage PMO activities, including project planning, execution, monitoring, and closure.Ensure all projects are delivered on time, within scope, and within budget.Collaborate with cross-functional teams to align project goals with organizational objectives.
• Financial Management:
• Handle financial planning, budgeting, and forecasting for the leadership team.Analyze financial performance across 40+ accounts, providing insights and recommendations.Prepare detailed financial reports and presentations for senior management.
• Leadership and Collaboration:
• Serve as a point of contact between the WFM, PMO, and leadership teams.Foster a collaborative environment, promoting effective communication and teamwork.Mentor and develop team members, promoting a culture of continuous improvement.Operational Excellence:Identify opportunities to streamline operations and enhance efficiency.Implement best practices in operations management to drive performance.Ensure compliance with company policies and regulatory requirements.

Jun 2022 – Jun 2023 · 1 yr · Hyderabad, Telangana, India · On-site

• Develop accurate workforce forecasts based on historical data, seasonal trends, and business projections.
• Collaborate with department managers to understand staffing requirements and align workforce schedules accordingly.
• Monitor real-time call volume, email, and chat queues to make immediate adjustments to staffing levels when necessary.
• Analyze key performance indicators (KPIs) related to workforce efficiency and performance and provide actionable insights to improve operational outcomes.
• Prepare and present regular workforce performance reports to management, highlighting trends and recommending strategies for improvement.
• Utilize workforce management software and tools to track and manage employee schedules, attendance, and time-off requests.
• Identify opportunities for process improvement and automation to streamline workforce management operations.

Dec 2020 – Jun 2022 · 1 yr 6 mos · Hyderabad, Telangana, India

• Ensure service level targets are met; maintain the right headcount, and calculate call capacity.
• Responsible for the maintenance and upkeep of scheduling software
• Responsible for reporting data management activities around employee scheduling and forecasts
• Improve processes and increase efficiency of operations by recommending necessary changes
• Undertake majority of call forecasting and agent scheduling for the contact center
• Ensure employees’ time is accurately recorded by reviewing every timecard in IEX and Aspect or other applicable software
• Resolve errors such as missed punches, meal break adjustments, and correct project code, etc. affecting employees
• Undertake the review and record of time worked against the proper job task code when an employee works overtime within a different cost center

Feb 2019 – Nov 2020 · 1 yr 9 mos · Hyderabad, Telangana, India

• Open and maintain customer accounts by recording account information
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Maintain financial accounts by processing customer adjustments
• Recommend potential products or services to management by collecting customer information and analyzing customer needs
• Prepare product or service reports by collecting and analyzing customer information
• Contribute to team effort by accomplishing related results as needed
• Manage large amounts of incoming calls
• Generate sales leads