Built workforce management (staffing and scheduling) processes for different ADS centers that allow us to provide a great customer experience in an employee friendly and a cost effective manner.Lead Projects to improve staff planning, shift scheduling and execution efficiency and support regional business units, and operational centers.Coordinated with Operations and local site workforce teams to maintain and update plans on a weekly basis.Communicated plans and report their execution to various stakeholders, and continuously improved the planning and execution cycle.Monitored performance by analyzing performance statistics; evaluated staffing schedules to match volume demand; evaluated potential productivity and service standards; identified and resolved problems; determining system and process improvements.Improved Processes and standardized processes across all sites in the region and also worked with Software teams to improve tools and suggested automation possibilities.Proactively identified service improvement opportunities and ensured continuous improvement within Workforce Management across associate scheduling.Prepared management reporting by collecting, analyzing, and summarizing data and trends and recommendations to leadership team.Participated in wider Alexa projects and initiatives and owned providing optimal workforce planning and scheduling solutions for upcoming initiatives.Provided inputs to confirm program launch dates and readiness for launch.Reviewed and determined whether we need additional training for launch and coordinated with Operations/Stakeholders.Ensured project launch is communicated to Operations in a method that supports the level of impact to the site ensuring that messaging has been communicated.

On-going generation, creation, and maintenance of accurate data/reporting.Communicated and interacted effectively with operations and support functions to provide internal customers with information/data needs in a timely manner.Partnered with leadership and workflow/capacity partners, to include sharing standard methodologies.Evaluated and implemented workflow processes and automated the processes.Monitored adherence to productivity and SLA.Monitor staffing levels against scheduled plan to efficiently handle incoming work units at the prescribed service levels.

• Demonstrated expertise in the processes/function• Defined and standardized processes to improvise execution• Worked on improving operational metrics like productivity, quality, TAT etc.• Influenced or have the ability to handle complex projects/ tasks• Operated with minimal guidance on complex processes• Assigned as a formal coach/mentor to the Senior Associates• Interacted with multiple stakeholders to communicate on operations and represented data/metrics information and project reviews• Responsible for pre-scoped external/internal communication, i.e., recurring updates, blurbs, and reports• Represented data and communicated effectively to handle escalations; influenced decisions

• MANAGE OPERATIONSo Responsible for productivity, quality, and coverage metrics goalso Identified day-to-day operational problems and suggested tactical solutionso Analyzed data and was responsible for highlighting gaps, recommending solutions, driving/influencing inter-function decisions o Established key reporting/MIS for functional area and provides reports to senior management/ stakeholders at process level• QUALITY AND PROCESS EXCELLENCEo Drove continuous improvement and contributed to COE (Correction of Error) process by documenting any issues/RCAs/action planning in functional area and owns specific action or changeo Identified gaps and drove improvement/optimization initiatives that work towards a metric improvement within processes/functions at site levelo Shown the ability to dive deep into a problem, performed ‘root cause analysis,’ and identified constraints to recommend a solutiono Defect reduction across systems and manual processeso Elimination of task or waste with Process improvements, automation to scale, and development new solutions• COMMUNICATION TO STAKEHOLDER WITH INFLUENCEo Interacted with multiple stakeholders to communicate on operations and represented data/metrics information and project reviewso Responsible for pre-scoped external/internal communication, i.e., recurring updates, blurbs, and reportso Represented data and communicated effectively to handle escalations; influenced decisions

• Demonstrated expertise in handling end-to-end processes and related tools; used them to identify operational issues• Performed audits and quality checks of tasks completed by junior associates and reports quality metrics• Created standard defined reports, i.e., weekly reports• Identified issues and proactively reported operational challenges • Contributed to root cause analysis in escalation management• Created and updated SOP/flow of processes• Identified process improvement opportunities at process/ function level• Handled small-scale process-improvement projects• Communication to external stakeholders with data and resolved issues• Trained new hires on process tasks and provided feedback to the training team to customize training modules• Successfully on boarded a new process within the org, created defined reports and trained the new hires

Market Research / Competitive Intelligence • Preparing briefs and commissioning research.• Formulating a plan/proposal and presenting it to the senior management.• Writing and managing the distribution of surveys and questionnaires.• Conducting qualitative or quantitative surveys, which involve interview or focus group assessments.• Using statistical software to manage and organize information.• Writing detailed reports and presenting results.• Advising senior management on how to best use research findings. Process Developer• Devising methods for making products at the required scale and evaluating existing processes to identify areas for improvement.• Formulating and establishing performance objectives, normally in consultation with other functions, including research, marketing and production.• Implementing process controls and devising test methods to assess the production process.• Improved the production rate by altering the process into a new method, so that scaling is possible.• Validated new processes and showed that they are an improvement in each department.• Working with product pipelines at various stages of development.• Developing formulae, specifications and label declarations, and ensuring compliance with the finished product specifications.• Reading and writing technical reports and specifications, and maintaining appropriate records. Human Resource • Setting up hiring channels with local colleges• Recruiting staff - this includes developing job descriptions and person specifications, preparing advertisements, checking application forms, short listing, interviewing and selecting candidates.• Developing and implementing policies on issues such as working conditions, performance management, equal opportunities and absence management.• Maintaining employee records.• Developing HR planning strategies with line managers, which consider immediate and long-term staff requirements in terms of numbers and skill levels.