A

Abhishek Chaubey

Operations Associate

Delhi, India22 yrs 2 mos experience
Highly Stable

Key Highlights

  • Expert in capacity planning and workforce management.
  • Proven track record in performance analysis and improvement.
  • Strong relationship management with stakeholders.
Stackforce AI infers this person is a Capacity Planning and Workforce Management expert in the SaaS industry.

Contact

Skills

Core Skills

Capacity PlanningWorkforce Management

Other Skills

IEXECPForecastingStaffing ManagementPerformance AnalysisData AnalysisResource ManagementVerint Workforce OptimizationBlissGoogle SheetsAvaya CMSExcelCustomer ServiceCustomer Relations

Experience

22 yrs 2 mos
Total Experience
4 yrs 11 mos
Average Tenure
2 yrs 6 mos
Current Experience

Teknowledge

Manager WFM

Nov 2023Present · 2 yrs 6 mos · India · Hybrid

IEXECPCapacity PlanningWorkforce Management

Uber

2 roles

Short Range Planning Analyst

Aug 2021Nov 2023 · 2 yrs 3 mos

  • In my present capacity, I am accountable for preparing the occupancy modelling due to forecast change and holiday planning to make sure staffing and forecast are aligned based on past holiday trends. I also oversee AHT and staffing and provide suggestions to vendor partners to improve on it.
  • My other job duties include the following:
  • Contribute to Heatmap creation at DOW and Interval level to generate future 4 weeks, day and interval level staffing requirements;
  • Formulate a forecast accuracy file to ensure future weeks’ forecast is aligned with the trending forecast.
  • Develop and submit an SL projection with the current forecast and staffing and update the reason if the SL projection is in the red or yellow stage.
  • Discuss the previous week's performance and the upcoming week's staffing gaps and ensure everything is aligned to meet the target by performing the vendor partner’s staffing calls
  • Generate issues, and maintain the capacity planning reports.
  • Responsible for scheduling, organizing and facilitating meetings, engaging stakeholders of various levels and roles in the organization.
  • Study the key data points supporting forecast and reporting processes.
  • Perform discretion in managing correspondence, information and all matters of confidentiality.
  • Supervise 3 different business modalities (Phone, Chat and Document) and oversee the day-to-day performance of the program while ensuring vendor partners are taking all possible steps to keep SLA green.
  • Create RCA for any SLA miss and discuss with the team to enhance performance; prepare a weekly capacity plan and ensure all figures and performance is within the desired range.
  • Foster a pleasant work atmosphere that encourages business service, quality, creativity, and cooperation, as well as prompt communication of concerns and points of interest.
  • Furthermore, I form and nurture excellent working relationships with process stakeholders while assuring and cooperation within schedule and budget constraints.
ForecastingCapacity PlanningStaffing ManagementPerformance AnalysisWorkforce Management

Workforce Management Analyst

Aug 2021Nov 2023 · 2 yrs 3 mos

  • Team Management, Program Management, Capacity Planning
  • Develop partnerships with various contact centers
  • stakeholders to validate forecast assumptions based on
  • historical data and key business drivers; established
  • appropriate inventory levels for components and finished
  • goods. Work closely with Master Scheduler to establish delivery
  • sequences to departments according to job order priorities
  • and anticipated availability of material.
  • Reported key performance indicators such as volume
  • forecast, hiring adherence, attrition, abandon rate
  • performance and call handle time performance.
  • Evaluate performance and prepared plans for capacity
  • procedures and provided comprehensive support for same;
  • coordinated with various departments and performed all
  • capacity planning activities in facility. Analyze capacity planning and provided appropriate
  • recommendation for same as well as performed analysis on
  • all development plans for production and ensured
  • compliance to all customer demands in facility.
  • Prepare performance models and plan capacity effectively
  • and designed and scheduled all weekly production and
  • ensured effective implementation of schedule.
Capacity PlanningPerformance AnalysisData AnalysisWorkforce Management

Concentrix daksh services india private limited

Assistant Manager Capacity and Resource planning

Mar 2015Aug 2021 · 6 yrs 5 mos · Gurgaon, Haryana, India · On-site

  • As Assistant Manager – Capacity Planner, I measured performance, developed plans for capacity procedures and provided comprehensive support for the same. I also carried out all capacity planning activities in a facility with various departments.
  • My other job duties include the following:
  • Set up the performance models, plan capacity, coordinate all weekly production and ensure effective schedule execution.
  • Supported the production by reviewing the capacity planning, proposing recommendations, and conducting analysis on all development plans while complying with the customer demands in the facility.
  • Managed and maintained all system parameters for production schedule and monitored for effectiveness
  • Generated and issued performance capacity reports and statistics for management.
  • Delivered assistance in performing the analytical designing of systems and predicated all the resource capacity requirements, as well as developed various new functions and capacity processes and modified existing ones.
  • Steered an array of activities, such as handling
  • Managed all key system metrics, assisting in all ad hoc reports and dashboards, adhering to all guidelines, and maintaining the optimal utilization of all resources.
  • Confirmed forecast assumptions based on historical data and key business drivers with various contact centres stakeholders
  • Maintained appropriate inventory levels for components and finished goods
  • Created delivery sequences to departments with Master Scheduler according to job order priorities and anticipated availability of material
  • Furthermore, I submitted the key performance indicators such as volume forecast, hiring adherence, attrition, abandon rate performance and call handle time performance
Capacity PlanningPerformance AnalysisResource ManagementWorkforce Management

Fidility information services

Senior Analyst BAT and scheduler

Apr 2012Mar 2015 · 2 yrs 11 mos · Gurugram, Haryana, India · On-site

Convergys india services ltd.

Command Center Officer

Feb 2004Mar 2012 · 8 yrs 1 mo · Gurugram, Haryana, India · On-site

Education

Mahatma Gandhi Kashi Vidyapeeth

B.A Economic hons.

Jan 1994Jan 1997

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