Aug 2015 – Jan 2021 · 5 yrs 5 mos · Bengaluru, Karnataka, India

• Progressed from Senior Manager to Lead AVP, driving large-scale Workforce Management (WFM) transformation across APAC contact centers, delivering measurable improvements in efficiency, service levels, and customer experience.
• Led end-to-end WFM strategy for RBWM, optimizing forecasting, scheduling, and real-time performance across multiple markets
• Spearheaded technology transformation using Genesys, successfully deploying solutions across 11 APAC markets
• Expanded WFM capabilities into new domains, scaling support and improving operational coverage
• Built and implemented automation and predictive models for workforce optimization, enabling proactive decision-making
• Drove improvements in service levels, resource utilization, and operational efficiency through data-driven insights
• Recognized for combining deep WFM expertise with analytics and technology, enabling the shift from reactive operations to predictive, scalable systems.

Dec 2008 – Aug 2015 · 6 yrs 8 mos · Mumbai Metropolitan Region

• Led a 20-member cross-functional team spanning customer operations, behavioral analytics, Workforce Management (WFM), and capacity planning, driving operational excellence and scalable business solutions.
• Delivered strategic initiatives focused on process automation and optimization, improving efficiency and reducing operational complexity
• Built and scaled WFM and capacity planning frameworks, enabling better demand-supply alignment and performance management
• Partnered with leadership and solution teams on RFI/RFP responses, contributing to new client acquisition and business growth
• Led the implementation of a CRM platform in collaboration with Axis Bank and internal product teams, enhancing productivity and reducing defects
• Drove data-led decision-making and continuous improvement initiatives across operations
• Recognized for combining operations, analytics, and execution rigor to deliver measurable business outcomes and scalable systems.

Dec 2004 – Dec 2008 · 4 yrs · On-site

• Led WFM and MIS operations from inception for Tata Sky and TTSL programs, reporting directly to the VP of Operations and driving foundational setup for large-scale contact center operations.
• Built and scaled WFM frameworks, MIS reporting structures, and audit mechanisms, improving data integrity and performance visibility
• Designed BPO review reports and governance formats, enabling leadership to track KPIs and drive informed decision-making
• Owned end-to-end hiring, induction, and training (including Avaya CMS), ensuring seamless onboarding and capability building
• Acted as the single point of contact for database management at the Mohali center, ensuring accuracy and reliability of operational data
• Partnered with cross-functional teams to streamline processes, improve service levels, and drive operational excellence
• Recognized for establishing strong operational foundations, scalable reporting systems, and high-performance WFM practices from the ground up.