 End to end stakeholder management for WFM deliverables. Providing high-quality MI and solution recommendations to business problems. Manage delivery within agreed timelines and as per agreed quality standards. Independently interacts with business partners to understand business needs and translates to technical specifications. Assist in developing and testing new information infrastructure. Manages a team and prioritizes resources and processes within the team to support business. Develop a highly motivated team with clear goals and ownership with a continuous improvement culture. Upload the highest level of integrity and act as a role model for all HSBC values and business principles.

 Work closely with outsourced partners and meesho internal stakeholders in streamlining processes and driving key metrics. Participate in partner review calls in identifying gaps in delivery metrics, manpower capacity & billing validations, ensuring no impact to customer experience Demonstrate long term, mid-term and short-term forecast and capacity plans to business owners and Customer Experience Leadership. Align customer demand and balance out the agent level shrinkage, utilization, and occupancy levels Drive capacity requirements for various customer touch points (CMB calls, Chat, Email, social media) after encompassing the various initiatives planned namely automations, self-serve, process improvements, etc. Develop full-scale capacity plans, associated communication documents, define key variables, create strategies for risk mitigation and contingency planning Review and evaluate past trends in key performance indicators including all areas of Operations, Sale trends, Unit volumes plans, Category mix and policies associated with sales Supervise the creation and maintenance of User IDs and accesses for entire Customer Experience group Supervise the scheduling and RTM for all captive consultants. Monitor performance indicators, highlight trends and analyze causes for unexpected variances Active involvement in reviewing complex financial information, business analysis, resource management, and functional documentation. Recommended suggestions to senior management for improvements Proactively highlight potential pitfalls and deploy solutions, action plans to increase efficiency through improved monitoring, tracking and servicing aids.Achievements:-Got Award, Extreme Ownership - Meesho at March 2023Got Award, Act Like an Owner - Meesho at December 2022

 Responsible of managing the designated workforce team composed of Workforce specialists, MIS/Real Time Analysts. Spearheads standardization, alignment and automation of workforce processes together with other workforce leads. Responsible in governance of workforce metrics across engagements handled. In charge of capacity planning, forecasting, scheduling, real time management and reporting and provides analytics and feedback to necessary stake holders of workforce strategies to meet SLAs and requirements. Lead in creating, initiating and updating workforce processes. Coaches, develops and handles progression of designated workforce specialists, MIS and RTAs. Responsible in making sure that all workforce related tools, software and capabilities are set and ready for team’s use. Responsible of designating sizing requirements by Global Solutions Design team to workforce specialists. Reviews and tracks progress of requests sent to workforce team. Develop and implement internal audit across all workforce processes ensuring accuracy and timeliness of team deliverables Act as a primary administrator of workforce tools such as Cloud, Kapture Accomplish assigned tasks & projects as requiredAchievements:-Got Award, Super Hero - Bigbasket at August 2020

 Experience and understanding of contact center dynamics, including staffing, queues, Avaya Reporting, chat, Email tool reporting and performance measurements. Generating reports to analyze business performance across functions on a periodic basis with adherence to quality and accuracy. Have knowledge of Dashboards, automation process and Catering to reporting requirements from Operations and other teams Documentation of reporting process to ensure backup and consistency. Ensure periodic and accurate collection and updating of data Prepare monthly KPI reports for various lines of business Prepare daily/weekly/monthly reports Analyse the performance improvement/decrement and provide insights to Ops Prepare monthly RNR report

 Responsible for scheduling of associates as per forecast pattern and considering other site level constraints Have sound knowledge of routing of contacts and prioritization of contacts as per severity to ensure that service levels are met Creates Interval level/daily level and Week level plan for business to meet the forecasted numbers and required productivity  Mitigates capacity risks of that site by managing dependencies across multiple operating units. Clearly communicate dependencies to the site lead and manage/track exceptions Manages the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators such as Occupancy, Productivity, shrinkage, lost hours etc Builds a strong relationship with the site operations team to ensure proper execution of the capacity plan as well as provides general education regarding to the best workflow management practices Provides the optimal workflow and capacity planning solutions for the upcoming initiatives and new service launches at that site Creates reports to drive productivity or to help with root cause analysis Plays an active role in mentoring workflow talentAchievements:-Got Award, I am Passionate About Results - Mphasis at Jan 2015