Jithesh Vijayan (Jv) Email & Phone Number

Bengaluru, Ka, In

India

Oversee Strategic Business initiatives from development through successful execution for client “Lantern”Played a critical role as strategic advisor for growth & business development, which helped Lantern secure $92Million in additional investment from Insight Partners. As a result, the organization is now valued at $1Billion.• Continuously improve the operating model, organizational design, and governance.• Ensure SOWs & Service Level Agreements are honored and the voice of the customer is continuously monitored and addressed.• Integral part of C Suite, reporting to COO. • Design and Implement Workforce Management framework and tools.• Defined and established Operational metrics (SLA’s, KPI, Scorecard) and governance to ensure we are in par with industry standards and competitors. • Leading several strategic initiatives that generates a significant top-line, bottom-line and positive ROI for the companyAbout: Lantern- Our mission is to transform access to excellent care. For more than a decade, our team has helped organizations better care for their people with access to the best providers in the nation because we believe that there should not be a trade between affordable care and excellent care.

Bangalore Urban, Karnataka, India

Directly working for- "Lantern"Role and responsibilities remain the same as mentioned above with BuzzClan. I have been working for "Lantern" directly since August 2021, however had to work through a vendor partner since "Lantern" do not have a direct presence in India.

Bangalore Urban, Karnataka, India

Directly working for- “Lantern”Role and responsibilities remain the same as mentioned above with BuzzClan. I have been working for “Lantern” directly since August 2021, however had to work through a vendor partner since “Lantern” do not have a direct presence in India.

Bengaluru, Karnataka, India

Managed WFM, Strategy/Planning & Business Operations for Bswift (CVS Company ~$750M revenue). Key Consultant to the Head of the business focusing primarily on Growth, Efficiency, and Quality.Establish a clear road map for growth and define actionable items for internal & external business functions (Operations, Sales, Account Management, Product, Marketing, Procurement, etc.).Key Accountability & Accomplishments:-.Lead the WFM & Analytics vertical for Bswift a CVS Health Company.Financial Budgeting & Governance.Consistently execute Service Level successes and operational excellence for Fortune 500 clients.Growing all Service Centers through strategic business development efforts, securing $31M in additional revenue in 2019, $25M in 2020, and projecting another $16M in 2021 despite having to navigate challenges due to COVID-19.Manage Client relationships, ensuring 100% operational cohesiveness through impactful leadership

Bengaluru Area, India

CONDUENT, formerly XEROX Corporation is a Fortune 500 company. Key responsibilities included:-Provide end to end Work Force Management solutions for all fortune 500 client associated with Xerox.Effectively manage and provide operations support for 2000+ FTE's across all locations.Client Service Management & Process Excellence support for 150+ Fortune 500 ClientsDrive year over year revenue growth from existing contractsMonitor and improve operational results. Take necessary actions to meet all financial & Service Level targetsAccountable for working with sales and capability if money losing unit or underperforming unit, action plans are neededProvide Deal models & RFP's for new & existing clientsProvide end to end Process analysis and improvementsMaintains client partnership focusing on service delivery, business growth and client satisfactionProvide core DATA ANALYTICS for all clients associated with Xerox

Bangalore

Lead Workforce Management Practice for all Fortune 500 clients associated with Xerox.Expertise in leading large workforce teams and Specialized in creating, standardizing WFM processes like Forecasting, Manpower & Seats planning, Scheduling, Operational Real-time Management, Business reporting,Cost optimization Initiatives & automation across all verticals.Ensure the Key Deliverables – Daily Service Levels & KPIs are met at all times for all the HRO & TBO Clients on all call center locations & Case Management metricsInvolved in overall strategy & planning to ensure overall quality, effective resource utilization and timely delivery for operational excellence.Responsible for the preparation of the Quarterly Business Reviews, the Monthly & Quarterly Service Delivery Decks along with the DVP of the accountsResponsible for accurate reporting of daily, weekly, monthly & quarterly metrics to the clients & internal leadershipResponsible for BCP / DR for all the 5 locations.Responsible for driving Six Sigma Initiatives in system through the help of the Strategic Quality Team - Spearheading the Process Improvement initiatives in SBUs to support the Organization towards Operational & business excellence & COIConducting the Quarterly & Yearly Focal Point Reviews of my team members24/7 Real Time Monitoring of Call Center Service Levels for all HRO & TBO clients by my teamForecasting & scheduling- Forecasting inbound volumes for 150+ clients & Scheduling Call center agents (2000+) across all locations.Providing Capacity Planning & Staffing modules for all HRO & TBO Clients.

Bangalore

Define, set up and change the existing process to WFM standards. Handle a Team of 5 RTA and Data Analyst.Set up a forecasting module for the next three quarters and check the accuracy.Set up deviation files for scheduling and projections across all clients.Also Responsible for:-Detailed Seat/ Capacity planning module.Automation of Existing reports using VB & Macros.Annual/ Monthly Sizing PlansPlanning Leaves/ shrinkage'sWeekly Scheduling of Work Load.Analyse historical data for past 2-3 years and measure the annual varianceForecast the WORK LOAD on Monthly, Weekly and quarterly basis

Bangalore

Job Responsibilities:Was responsible to manage complete WFM solution for 3 contacts, providing innovative ideas, reconcile the forecast and schedule the accordingly.To manage the WFM training requirement for 8 Real time analyst assigned to the campaign.To decipher the correct targets for internal measurements like (Occupancy, Utilization and BTP).To make the campaign scorecard for all the campaigns on basis of discrete data.Global reporting transition from Albuquerque and involved in the daily reporting for sites like Panama, Manila, Albuquerque & Bangalore. Independently plan, prepare and maintain business unit reports critical to CLI3L success and profitability and critical to meeting our client’s expectations.

Executive General Management

Bachelor'S Degree