As an Assistant Manager in Workforce Management at Meesho, I oversee the entire WFM branch for the support team within the FNE department. My role encompasses leading, managing, and making strategic decisions to develop our business and ensure efficient operational support while adhering to budget constraints.Key Responsibilities:Team Leadership: Leading a dedicated team of 16 analysts, including 2 lead analysts, managing both the Customer Experience (CX) and Seller Experience (SX) support groups from a WFM perspective.Strategic Management: Overseeing forecasting, scheduling, and real-time management to ensure optimal performance and resource utilization.Operational Efficiency: Enhancing business processes to support operations, aiming for seamless service delivery and efficient support mechanisms.Service Level Management: Ensuring high service levels in both voice and invoice channels, striving to maintain and improve customer experience.Budget Adherence:Running operations within budget, making strategic decisions to optimize costs while maintaining service quality.Achievements:- Improved service levels across both CX and SX support groups.- Implemented innovative workforce management solutions enhancing operational efficiency and resource allocation.- Achieved budget targets while ensuring high standards of customer service.Skills:- Team Leadership & Development- Strategic Decision Making- Workforce Planning & Optimization- Operational Efficiency- Budget Management- Service Level Management- Customer Experience Enhancement

Key Responsibilities:Managed vendor relationships, providing Workforce Management (WFM) support and overseeing staffing, scheduling, performance, service level, and operational KPIs and KRAs.Collaborated with vendors' WFM managers and teams to ensure alignment with operational KPIs and performance objectives.Optimized vendor operations through hands-on guidance, support, and training to enhance efficiency and effectiveness.Automated the billing process, ensuring seamless execution and improved accuracy in vendor billing and invoicing.Prepared and validated monthly billing files, ensuring compliance with process and project agreements.Responsible for monitoring and managing incentive amount utilization, analyzing its impact on performance and budgeting.Tracked and optimized budget utilization for all activities, ensuring effective cost control and resource allocation.Key Achievements:Automated the billing process, reducing manual errors and improving billing efficiency.Optimized budget utilization, ensuring resources were allocated effectively, resulting in improved cost management.Led the management of incentive utilization strategies, ensuring maximum impact on vendor performance and operational efficiency.Streamlined vendor operations, improving alignment with service level agreements (SLAs) and operational KPIs.Key Skills:Vendor Management and CoordinationWorkforce Management (WFM) OptimizationBilling Automation and Process ImprovementBudget Tracking and Utilization OptimizationIncentive Management and Performance AnalysisTraining and Operational SupportData-Driven Decision MakingService Level and Performance Monitoring

Key Responsibilities:Led the creation of a Workforce Management (WFM) team from the ground up for a neo-banking project where no prior WFM function existed.Established the entire WFM desk, starting with 3 team members, and developed the processes for forecasting, scheduling, capacity planning, and rostering.Provided comprehensive WFM support across all voice and non-voice lines of business (LOBs), ensuring seamless operations and adherence to service levels.Managed end-to-end performance tracking, service level management, billing, and reporting functions for the project.Reported directly to the DGM, coordinating closely with the operations team to support service levels and operational requirements.Spearheaded the complete WFM setup, ensuring the project was fully supported and operational.Key Achievements:Successfully built and operationalized a fully functioning WFM desk from scratch, meeting both internal and client needs.Enabled accurate forecasting, resource planning, and performance tracking, which significantly improved service level adherence.Implemented reporting systems that enhanced visibility into operational performance, supporting strategic decision-making.Key Skills:Workforce Planning & Optimization: Set up end-to-end WFM processes including forecasting, scheduling, and capacity planning.Performance Management: Monitored and managed key performance metrics such as service levels and operational KPIs.Reporting & Analytics: Developed performance reports to track progress and support strategic decision-making for voice and non-voice LOBs.Team Leadership: Built and led a team of WFM professionals, fostering collaboration and ensuring the smooth execution of WFM functions.Stakeholder Coordination: Liaised directly with the DGM and operations team to align WFM activities with overall business goals.Billing and Budgeting: Managed billing processes and tracked budget utilization, ensuring cost efficiency and transparency.

>Develop and maintain daily, weekly and monthly operational analysis as it relates to volume, efficiencies, cycle time, quality, and service• Report on operational metrics, conduct data and business analysis, and present summary of findings to management in a clear, concise, convincing, and actionable format• Create and maintain daily operational scorecards to track and report on KPIs; assist in volume forecast and capacity planning as needed• Provide support and maintenance to existing management information systems (MIS).• Generate and distribute management reports in an accurate and timely manner• Develops MIS documentation to allow for smooth operations and easy system maintenance• Provide recommendations to update current MIS to improve reporting efficiency and consistency• Perform data analysis for generating reports on a periodic basis• Develop MIS system for customer management and internal communication• Provide strong reporting and analytical information support to the management team• Generate both periodic and ad hoc reports as needed• Understand customer problems and provide appropriate technical solutions• Analyse business information to identify process improvements for increasing business efficiency and effectiveness.• Participate in cross-functional meetings to resolve recurring customer issues.• Establish a strong relationship with Team Managers and management through a demonstration of industry knowledge and of the business issues at hand• Analyse current business processes and make recommendations for improvements• Maintain a thorough understanding of data and information resources• Maintain a status on all projects and proactively communicate with management and customers

Project name: Flipkart DOPClient: FlipkartProject type: Domestic Team size: >30Job Role: Data Analysis, Data Managing, Coaching, Guiding, Team Managing, Business Development Planning, AuditingTools Used: MS advanced Excel, MS office app, SharePoint, Power BI, Client Given tools for Ticket solving based on Object-Oriented Programming Languages.

Attend weekly and daily staffing review meetings with management and forecast / scheduling analysts detailing previous and current weeks performance and forecasted performance of remainder of current week and next week, while also identifying risksCo-ordination with client contacts and command center to expedite call flow, adjust staffing conditionsManage intraday staffing levelsMonitor adherence levelsMonitor/dispatch real-time ACD agent work state reportsApprove discretionary activities to increase occupancyIncrease staffing levels or modify call routing to increase service levels