May 2015 – Apr 2019 · 3 yrs 11 mos · Mumbai, Maharashtra, India

• Managing a strong team of 18 WFM professionals who support multiple accounts for North America and LATAM region comprising of total nearly 1700 heads
• Ensuring that the Planning, Scheduling, Real time monitoring and reporting deliverables are at par with the business requirement and mitigating the gaps if any.
• Responsible to achieve key KPI metrics and financial targets for all the campaigns.
• Performance management, leave management, shift management, preparing team rosters and handling other administrative task related to the team.
• Providing end to end support from workforce management perspective and streamlining the processes.
• Training team member on various WFM processes. Have designed a cross skilling plan where each team member gets an opportunity to learn about the core work of the next level.
• Consistently sharing various analysis to optimize revenue and reduce cost
• Efficiently handling the entire gamut of communications / documentations with the clients (Conference Calls, E-Mails, etc.) aimed at smooth decision making
• Preparing weekly deck for review with top management comprising highlights / lowlights and areas of opportunity for each campaign.

Aug 2013 – May 2015 · 1 yr 9 mos · Mumbai, Maharashtra, India

• Handling Planning work for 2 major clients (Banking and Retail Business) in Sitel.
• Managing Planning activities for 21 campaigns spread across 7 locations comprising of >3000 FTEs
• Discuss weekly performance with operations and management team and lock in planning assumptions like Volume, AHT, Shrinkage, Attrition for next 3 months
• Recommending New Hires / Transfers or OT requirement or cross skilling of the agents as per the staffing outlook for each campaign.
• Proactively highlighting the impact on business due to deviations against the planned assumptions and sharing recommendations to mitigate the staffing impact
• Received various appreciation from Site Director and Account management for providing end to end support from WFM standpoint and sharing recommendations which has helped the business to optimize the revenue
• Have been promoted to Manager -1 within 18 months through IJP owing to excellent performance in WFM Planning and outstanding managerial skills.

Mar 2011 – Aug 2013 · 2 yrs 5 mos · Mumbai, Maharashtra, India

• Handling a team of 4 Analyst in Global Command Center who are responsible for sending notifications on real time basis, preparing day end reports, data validation and other daily & weekly reports.
• Monitoring performance metrics for all inbound clients spread across the geographies i.e. India, Australia, Philippines, South Africa and Saudi Arabia.
• Preparing Activity Roster for the team. Ensuring all the activities are completed within stipulated time with 100% accuracy.
• Monitoring overall revenue generation & suggest recommendations.
• Analyzing data, operational trends. Highlighting abnormalities and also provide inputs for possible improvement for various processes.
• Preparing other ad-hoc reports as per requirement. Create best practices and standard conventions for data structures.
• Coordinating with the development team to optimize system performance

Dec 2009 – Mar 2011 · 1 yr 3 mos · Mumbai, Maharashtra, India

• Real Time Monitoring – Monitoring Queues, Schedule Adherence, Call volumes, Service Levels, AHT, Associates attendance, Break Exceed etc. on real time basis.
• Ensuring Forecasted calls are answered and other SLAs are met on daily basis.
• Reports – Preparing Daily, Weekly and Monthly Reports for Operations and Clients. Ensuring accuracy and timeliness of all the reports are met.
• Maintaining and reporting process level Headcount, Absenteeism & Attrition data.
• Serve as a first point of contact for any issues on the production floor and escalate the matter appropriately for immediate solution.
• Coordinate with the Quality, Training, Operations, Transport and Technical team for the respective works.

May 2007 – Dec 2009 · 2 yrs 7 mos · Mumbai, Maharashtra, India

• Worked for C&G Mortgage process - Backend operations.
• Working on customer request like term change, type of interest change or product change on the loan. Processing refund to the customers A/c. Handling Escalations.
• Floor Walking for the Team and New joiners.
• Monitoring queues. Distributing the work accordingly to the team.
• Promoted to WFM department through IJP in Dec’09.
• Awarded Best performer of the quarter for Oct’08-Dec’08.
• Have played a significant role in the team on each stage from Agent level to Quality Checker to Floor Walker.

Jun 2003 – Feb 2006 · 2 yrs 8 mos · Thane, Maharashtra, India

• Maintaining Stocks, Payroll of the Employees.
• Visiting clients for Order, Delivery and Payments.
• Managing daily routine office work.