Jun 2011 – Mar 2023 · 11 yrs 9 mos

Dec 2010 – May 2011 · 5 mos

• Managing a team of 7 resources to cater to the forecasting for a financial organization.
• Ensuring accurate forecast of Volume, Manpower, AHT and Shrinkage at a month, day and interval level.
• Responsible for Capacity planning basis the long range forecast.
• Analyzing the impact of any initiatives over SL and FTE requirement.
• Working closely with the on-shore team during the financial planning for the fiscal year.

Jan 2009 – Nov 2010 · 1 yr 10 mos

• Manage 5 centers with a team of 27 WFM executives to deliver client laid WFM SLA’s in a multi skill – multi split environment to impact performance and maximize revenue.
• Coaching & counseling the team members in enhancing their knowledge & skills, thus helping them grow up in the hierarchy.
• Single point of contact between the stakeholders & client for any concerns related to contractual workforce obligations, staffing, tool issues, new launches & preparation of training schedules.
• Effective scheduling & rostering of 4500+ FTE’s to meet client specific staffing requirement. Minimizing shrinkage & maximizing productivity.
• Optimizing seat utilization and allocation for increasing revenue per seat& revenue per FTE; cost per seat.
• Effectively forecasting the workload for FTE commitment management.
• Managing ROI for the process using financial and business knowledge, forecasting the gains on a quarterly basis. Assessing the Gain share regularly.
• Identifying metrics critical to process and reporting Weekly/Monthly/Quarterly trend in the form of dashboard
• Modify existing MIS in tune with changing business requirements/Processes.
• Analyze financial trends in business for different processes for decisions on budget management, ROI and talent resourcing.
• Hierarchy Management.
• Cater to the planning of new processes from RFP stage & ensure smooth transition of the process.
• Creditable Mentions
• Introduced Centralization of WFM activities and successfully brought the support headcount down to 40 from 56.
• Increased login adherence to generate extra 25% revenue. Increased the BHPA from 3.5 hrs to 5.7 Hrs.
• Have been actively involved in RFP for 2 processes.
• Have been actively involved in successful transition of 3 processes.
• Certified Faculty for Silver and Gold Level WFM Academy program.

Nov 2007 – Dec 2008 · 1 yr 1 mo

• Responsible for effective Scheduling of 700+ FTE’s to meet half-hourly intraday intervals along with weekly requirements of call volumes.
• Minimizing shrinkage with the use of RTA and managing real time staffing to meet client’s staffing requirement.
• Validate the Adherence performance on a Daily/Weekly/Monthly basis.
• Responsible for effective Seat Utilization and allocation to ensure maximum productivity.
• Generation of Weekly roster for 700+ CCC’s with breaks based on the client’s forecast.
• Responsible for Leave management and preparation of headcount report for the process.
• Responsible for maintaining service level- (Line and Pattern Adherence).
• Responsible for Roster and FTE Commitment Management by virtue of sending staff requisition for hiring based on the staffing requirement from client.
• Creation of ID’s and accounts to use client’s software.
• Creditable Mentions
• Met the target of schedule adherence for all the months to avoid any related penalty.
• Increased to login adherence to generate extra 5% revenue.
• Increased to Seat Utilization of the process to meet the GP target and generate extra revenue of $ 30K per month.
• Revenue per FTE target and gross Margin Target met for the last 2 Quarters.
• Part of the team which was awarded the Contact Center Excellence Award for 4 months in a row.

Jun 2003 – Oct 2007 · 4 yrs 4 mos