- Managing Ops portfolio of 20 Mn revenue annually from WFMaaS standpoint.- Overseeing WFMaaS programs with combined annual revenue of 4.5 Mn.- Pitched for 12 WFMaaS business with potential annual revenue of 7.2 Mn.- Currently transitioning 1 WFMaaS program with projected annual revenue of 0.6 Mn. - Manage all WFMaaS programs & explore potential opportunities to pitch & convert other WFM support programs into WFMaaS.- Run projects that help with increased work efficiency, reduced manpower effort & cost savings for the company.- Streamline process within WFMaaS programs for enhanced & consistent performance delivery in strained WFM functions.- Transition & manage global WFM roles from different geographies to bring cost benefit to the organization.- Setup & manage global WFM teams, post transition.- Lead & manage Capability presentations & Case Studies to help pitch for new WFMaaS businesses.- Create & implement Shared Services teams within all WFM Leaders’ span.

Manage the follwoing WFM activities for USA & India International programs- Forecasting (Long term & Short term)- Scheduling- Reporting (Daily, Weekly, Monthly reports & Dashboards)- RFP & RFI- Scenario runs - For Contract negotiations

Also handled CRM & Complaints Management- Call Center Technology Deployment- SLA Management- Performance Management- Unified Reporting System - Planning & Deployment- Call Center Applications - Reports Configuration- MIS Reports- IVR Utilization & Enhancement- Contact Center Contracts - SME & Governance- Invoicing Methodologies & formats- IT Projects for CRM Development

Manage Manpower Management, Capacity Planning, MIS, Performance Management, and Real Time Monitoring.

Head of Department for WFM for Gurgaon center handled a capacity of 500 FTE & an overall center headcount of approx 650 employees.Tenure Highlights Site ranked as #1 Vendor for Orange (Apr ’08) with highest client satisfaction score of 62%. 100% Tier 1 SLA met on all processes for 7 out of 8 months. Reduction in shrinkages by approx 5% through rigorous monitoring & by providing shift-wise shrinkages reporting on a daily basis. Suggested team movements to Client Scheduling team for better overlap of staffing curve with the actual Call Curve helping with better occupancy spread, Service Levels & enhanced customer experience. Developed Excel based reporting system to help assess staffing shortages/overages against required staffing based on call arrival pattern. Enabled several reporting systems (Excel based) to help with data/performance analysis at an Intraday, as well as Daily/Weekly/MTD level.

 Manage site allocations of call volume for each program Plan skilling strategies & ensure that agents are staffed for required skills on a real time basis Manage daily AP/SL through Command center, Operations & MODs as required. Communicate with Client Capacity teams for purposes of keeping weekly call volume numbers in sync with monthly commitments Provide analysis by program to the clients for days missed & initiate AP/SL waiver requests if required. Manage, plan & authorize overtime for programs as & when required Act as escalation point for Vendor Managers & Client Command center for issues. Request staffing models as needed for each project and review with Forecasting & capacity manager to ensure that staff & call curve are balanced. Attend weekly scheduling meetings & give approval for schedule release. Communicate any schedule changes to Production & Capacity manager for implementation.