Kshitiz Kohli

CEO

Gurgaon, Haryana, India23 yrs 4 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Proven leader in workforce management and operational strategy.
Expert in building and leading high-performing teams.
Track record of driving customer experience improvements.

Stackforce AI infers this person is a Workforce Management expert in the BPO and Fintech sectors.

Contact

Skills

Core Skills

Workforce ManagementStrategic LeadershipService Delivery ManagementStatistical Analysis

Other Skills

Ad Hoc AnalysisCustomer Service ManagementStrategyProgram ManagementService LevelsResource AllocationTeam LeadershipCommunicationWorkforce PlanningRelationship BuildingTeamworkDefining RequirementsManagement ConsultingOral CommunicationReturn on Investment

About

Authentic and High Impact Workforce Management Leader with experience working for top-tier organizations in Global Capacity. Strategic mindset, with an high degree of Executional focus contributed and executed multiple projects driving improved Customer Experience, Operational Effectiveness & sustained cost savings. Have a knack of building long term relationships, frank and honest communicator, eye for talent hunt, effective coach and ability to grow & manage Top Talent. A change leader known for institutionalizing and building great teams from scratch. Highlights of expertise below: Workforce Management| Forecasting| Capacity Planning| Scheduling| Real Time Monitoring| Global Command Center| Strategy & Operating Models| Change Management| Coach & Mentor| Talent Management

Experience

23 yrs 4 mos

Total Experience

2 yrs 11 mos

Average Tenure

5 yrs

Current Experience

Uber

2 roles

Regional Head WFM APAC

Promoted

Apr 2022 – Present · 4 yrs 1 mo

Ad Hoc AnalysisCustomer Service ManagementStrategyStrategic LeadershipService Delivery ManagementProgram Management+12

Head Global Command Center

May 2021 – Dec 2022 · 1 yr 7 mos

Ad Hoc AnalysisCustomer Service ManagementStrategyStrategic LeadershipService Delivery ManagementService Levels+9

Hsbc electronic data porcessing private limited, bangalore

Vice President

Jun 2018 – May 2021 · 2 yrs 11 mos · Bengaluru, Karnataka, India

Built and delivered Global Command Center for WPB Contact Centers for the Bank
Insituted robust process and effective Organization to sustain the volatility of a Command Center
Hired, Built and successfully Led Global Talent within the Bank

Ad Hoc AnalysisCustomer Service ManagementStrategyStrategic LeadershipStatistical AnalysisService Delivery Management+13

American express

2 roles

Director and Regional Head ASIA WFM

Promoted

Mar 2016 – Jun 2018 · 2 yrs 3 mos · Gurgaon

Ad Hoc AnalysisCustomer Service ManagementStrategyStrategic LeadershipStatistical AnalysisService Delivery Management+11

Service Delivery Leader

Apr 2012 – Jun 2018 · 6 yrs 2 mos · Gurgaon

Provide Strategic direction and operational execution support to deliver best in class WFM services to Global markets in EMEA, LACC, ANZ & APAC regions.
Lead Forecasting & Capacity Planning, Scheduling & MIS Team of high performing individuals.
Develop and sustain CoE WFM through knowledge building, knowledge harvesting and talent development.
Identify lead and support process improvements, stakeholder and customer impact projects.
Drive Employee Engagement through team and site level initiatives.
Support centralized as well as market level work streams and projects.
Maintain ongoing governance communication with markets to ensure timely updates.
Drive Innovation and change.
High degree of focus on Customer and Client relationship management.

Ad Hoc AnalysisCustomer Service ManagementStrategyService Delivery ManagementService LevelsTeam Leadership+7

Igate global solutions

2 roles

Sr. Ops Manager- Forecasting & Capacity Planning

Apr 2011 – Apr 2012 · 1 yr

Creating causal Forecasting Models.
Time Series Forecasting Model.
Establishing SL Forecast methodologies.
Setting up WFM Practise in Back Office Operations.
Evolving Capacity Planning for achieving greater efficiencies.

Ad Hoc AnalysisCustomer Service ManagementStrategyStatistical AnalysisService Delivery ManagementService Levels+8

Manager-Forecasting & Capacity Planning

Dec 2008 – Apr 2011 · 2 yrs 4 mos

Leading & managing the Forecasting Vertical of an outsourced WFM for a leading North American Bank.
Responsible for managing the Budgetary Planning & Hiring across 4-5 centers based out of North America.
Managing all client expectations & delivering best in class WFM solutions to enable business outperform revenue & client experience goals.

Ad Hoc AnalysisCustomer Service ManagementService Delivery ManagementService LevelsTeam LeadershipCommunication+5

Dell international services

2 roles

Sr. Operations Analyst

Promoted

Jan 2006 – Dec 2008 · 2 yrs 11 mos

Been a part of Dell CCO Mohali, involved in 2 enterprise wide trainings, handled all voice & non voice channels on tech support.
was a part of the queue simplification project wherein 4 different call types were merged into 1 single call type.
Got promoted, moved over to Dell Gurgaon center, fortunate enough to be a key member in the launch of Entitlement Speciality Queue.
Recognised by the entire leadership team for the efforts from CCO Team.
Queue launch yielded exceptional revenue results & client satisfaction.

Ad Hoc AnalysisCustomer Service ManagementService Delivery ManagementWorkforce PlanningRelationship BuildingTeamwork+2