Functional Role: • Centralized the metrics and analytics function to standardize data management and reporting practices, ensuring consistency and accuracy across the organization. Led the development of new reports tailored to evolving business requirements, enabling data-driven decisions. Conducted detailed data analyses to identify trends and provide actionable insights to enhance operational efficiency. • Managed capacity planning, scheduling, seat utilization, and productivity management. • Collaborating with the HR and training teams to implement a hiring and training plan based on forecasts. • Performed in-depth root cause analysis and data analysis for process improvements • Ensured strict adherence to process parameters and systems as per guidelines. • Mapping business requirements and developing process improvements through root cause analysis to reduce processing time and enhance customer satisfaction • Applying Lean Six Sigma methodologies to execute projects and seize improvement opportunities for both internal and external clientsHighlights: • Completed a GB project, saving $261k by recovering previously unbilled out-of-pocket fees. • Reduced follow-ups by 50%, achieving $68k in soft savings through a separate GB project. • Conducted a comprehensive VSA, identified automation opportunities, recommended process re-engineering, and implemented reporting changes for internal and external clients. • Executed special projects resulting in a 28.5% improvement in turnaround time ( 24 hrs to 17 hrs). • Managed headcount in line with the forecast, saving $740K in salary costs by reallocation of resources during not peak between projects • Collaborated with the finance team to streamline the payroll process to avoid any leakages • Improved seat utilization from 1 to 1.5 and accommodating 650 agents on existing floors, resulting in $700K in savings

Functional Role:• Conducted capacity planning and short-term workload forecasting.• Managed real-time monitoring, intraday management, and performance to service level requirements.• Oversaw proactive scheduling of discretionary activities such as training, meetings, and overtime.• Analysed and reported employee performance, including schedule adherence, and recommended operational improvements.• Coordinated the hiring, training, and multi-skill training of new and existing agents with HR and operations.• Implemented process improvements and automated reporting systems.Highlights:• Negotiated volume lock and headcount increases, leading to a 25.16% increase in process revenue.• Implemented attendance validation, saving $21,000 in excess payouts.• Validated invoicing processes, resulting in additional revenue of $61,869 for FY 13-14 and $3,209 in unbilled revenue.• Improved meeting schedule index, saving $12,300 in penalties.• Introduced Aspect for chat scheduling, increasing chat capacity.• Automated reports, saving $8,231.• Initiated dual-skilling for agents, improving call handling capacity.• Reduced unplanned absenteeism by 2-3% per month with a vacation tracker.• Achieved SLAs, earning an additional 1% revenue monthly.• Added 60 FTE to a project, increasing revenue by $100,000 monthly.• Improved scheduling efficiency, increasing revenue by 6% per month.• Reduced transport costs by $6,000 monthly by eliminating two shifts.• Successfully closed a staffing and leakage project, saving $6,000 monthly.• Managed headcount tracking and ramp-up/ramp-down plans for the SBU.

Functional Role:• Managed and mentored WFM teams across multiple locations remotely as Process Leader..• Monitored and assessed WFM teams for the Provisioning Process across two centres as SME.• Managed CMG (Call Managing Group) for a pilot batch as part of the Call Managing Group.Highlights:• Promoted to the Process Leader role to better manage, monitor and access centres.• Excelled in management and was promoted to the WFM SME (Subject Matter Expert).• Piloted a new batch of job processes, CMG (Call Managing Group).