Lead WFM process setup & workflow optimization for a large Retail customer across multiple geographies having total workforce of 250 HC & enabling scalability up to 1000+ HC in next 3 years. Built cross functional team of 8 WFM resources (external hiring) including 5 Analysts & MIS, 1 Scheduler, 1 Planner & 1 WFM Manager within a short span of time. Lead WFM transition & Service Delivery

Role: WEM Manager (Workforce Engagement Management)Project on existing workload capacity and projections on what if scenario based on capacity uplifts. (Project Improvement Plan)Working closely with clients & stakeholders to deploy sustainable business solutions. Profound knowledge in WFM domain. Cost & revenue optimisations with accurate forecasting, scheduling and capacity planning. Hands on knowledge on Request for Proposal (RFP) & optimal use of WFM tools to enhance business goals.Root Cause Analysis based on historical data to derive business intelligence & mitigation plans. AHT quartile analysis to improve the workload capacity. Deployment of WFM tool kit across various domains to improve overall process performance. Designed process workflow from WFM standpoint.Efficient scheduling process to ensure minimum scheduling inflexibility & achieving process goals. Role: Business AnalystDeveloped Business Analysis, outlining problems, opportunities and solution for a Business. Deployed Scrum framework enabling effective collaborations amongst team workers. Defined project requirements by identifying project milestones, monitored project by tracking activity, resolving problem, publishing progress reports and mitigation plans. Re-engineering the operating model to achieve improvements in critical aspects like cost, quality, service & enhance productivity.

Deployed Workforce Management Best Practices.Due Diligence & Diagnostics Report outs.Process Improvement Plans across various metrics such as AHT Quartile Analysis, Agent Capacity & Optimal Occupancy uplifts.Forecasting, Capacity Planning, Scheduling and Data Analytics. Working on omnichannel solution for Voice, Chats, Email & Social Media.Hands on experience on Genesys & Aspect WFM Tools.Audit of Operational Architecture.Service Delivery - Real Time ManagementCreation of Optimum WFM Workflow ensuring efficiency and Success.Deploying Cost, Quality and Service Models.

Stakeholder and Account management engagement to discuss past day performance and strategize for approaching days.Coordinate staffing allocation and availability of call center staff in order to achieve service level objectives.Real time Queue management & Hourly absenteeism reports (Scheduled vs. Actuals).Site monitoring to ensure optimal staffing levels.To facilitate real time discussions with stake holders.Hourly intraday reports & staffing data with detailed analysis of the KPI’s if missed.Checking reporting accuracy.To process Ad-hoc & daily exception request, update schedules & revert to escalated issues.Preparing Root cause Analysis to determine & quantify reasons for missed metrics.To keep check on weekly shrinkages and send a detailed summary to planning team.To keep check on intraday staffing variance and send out recommendations.AUX management - To keep it as par with the planning numbers.Outage management – Keeping client updated with detailed outage notifications and following the escalation matrix.Preparing net staffing matrix (NSM) with 7-day rolling staffing deviation to operations and clients – Basis the NSM, sending shift slides, Schedule trades and OT recommendation to operations.Cost & revenue optimization by directing real time VTO.Creating Excel templates based on requirements.Real time skill management based on availability and offered to forecast in present LOB’sSchedule adherence tracking and send defaulter to operations. Key Skills:Capability of problem solving & decision making.Strong organizational skills.Ability to prioritize workload, meet deadlines & perform multiple tasks.Ability to work independently.Achievements:Awarded as Best performer Q3 2015 for exemplary performance in the field of Real time Analysis & display of SITEL Values Accredited as SME for the accounts handled.Workforce Management Tools – IEX CP 10 | Blue Pumpkin | Avaya CMS R18 | Cisco Finesse.