Prashant Goradia Email & Phone Number

Bangkok, Bangkok City, Thailand

Navi Mumbai, Maharashtra, India

Mumbai, Maharashtra, India

• From 2019 was given the project for a retail client from America's standpoint to lead the WFM team and be the point of contact for the client, where I ensured to give the best of experience and had 2 successful seasonal ramps and was appreciated by the leadership and the clients• Spearheaded overall WFM deliverable for +30 LOB’s across 3 Regions with a team of 53 workforce professionals• Carried out the resource and capacity planning for businesses across NA, LATAM & APAC region• Lead the AUX optimization activity for 2 of my major accounts to optimize the productivity which assisted the company to save a huge amount of dollar value helping to increase the GM% which was followed for all the major Campaigns in the NA region• Initiated the flexible working window for agents instead of fix shifts which helped to have optimized Heads increasing the efficiency, improvement in delivering the KPI, and a positive impact on the BTP• Establishing the performance objectives for direct reports & coaching and developing a high-performance team through organizational leadership• Being involved with projects for optimizing and streamline the process to increase the revenue gain with low costGrowth at SITEL• Joined as an Assistant Manager for Central WorkForce Team –July 2013 – Feb 2015• Promoted to Manager-I to handle the WFC team (30 members) to ensure a smooth transition of work and to increase the efficiency• Promoted to Manager-II to handle a team of 50 members which smoothly supports 5 campaigns in the NA region. • Single-handedly managing 3 AM’s, 3 Planners, 3 Schedulers, 5 WFC, and 15 RTA and ensured that the KPI metrics for the Campaigns are met month on month• Actively Involved in Hiring, Induction, and Training recruits to the team and providing support to the Admin & IT team in terms of procuring goods for the department

Mumbai

Team Leader, Ops Planning• Core responsibilities include RTM, Planning, Forecasting, Scheduling, Rostering for 5 CampaignsInvolvement in Transitions• Played a key role in the transition and migration of all Vodafone and Crazy John process from Australia to Mumbai• Transitioned processes included all core responsibilities like capacity planning, budgeting, seating, and managing both on site and off site managers like transition managers, stake holders and department owners respectivelyOperational Excellence• Examined and monitored statistical information in a timely manner to ensure that proper call allocation goals were met• Analyzed call center performance history to determine optimum shrinkage and occupancy goals• Monitored, Identified and resolved performance/behavior/attendance issues with reports generated by the Reporting teamReporting, Analytics & Auditing• Screened and acted upon all half-hourly intervals while monitoring queues; basis the data that was maintained on half-hourly intervals EOD reports was shared to the management team to create awareness• Ensured that all real-time analysts were clear about their KROs, job descriptions and conducted regular tests for helping to improve on their analysis skills and how to draw inference from the same Growth at HUTCHISON 3 GLOBAL SERVICES• Joined as RTM Analyst to cater real time monitoring across all LOB’s operated on the site- Oct 2009 till June 2012• Promoted to Team Leader Ops Planning for to cater overall WFM needs across 5 LOB’s

Mumbai Area, India

• WFM Analyst to handle the real time activity for Operations• Used to prepare reports to highlight efficiencies and in efficiencies to get the best results in Operations• Drawing impact analysis to Operations to help Operations achieve better results

• Joined as Customer service associate and got promoted as Transition Queue Mentor• Assisting newly trained agents on calls and assisting them with process related queries and applications and ensuring the graduation % is at the best• Got an opportunity to be an acting team leader in Operations handling a team of 25• Core job was Maintaining and discussing the statistics of the members, coaching, guiding and keeping the team intact to improvise on their performance • This role helped me to groom myself to be a calm n matured leader and with the opportunity to work on the team members skills made the team won the Best team in 3 quarters in a row

Bachelor Of Commerce (B.Com.)

Bachelor Of Commerce (B.Com.), Second Year

Ssc