Aug 2021 – Nov 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.

Aug 2021 – Nov 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.

Mar 2015 – Aug 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

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

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