Expertise in leading large workforce teams. Specialize in creating, and standardizing WFM processes like Forecasting, Manpower & Seats planning, Scheduling, Operational Real-time Management, Business reporting & automation across verticals in BPO space.Strategic Planning. Provide direction and guidance to the Forecasting / Scheduling team to ensure accurate and timely delivery of Forecasts and Schedules to the Operations teams and improve Productivity.Support in writing New business RFP from a WFM standpoint.

WFM Account Planning Manager for multiple accounts at Webhelp and heading Planning and Delivery function for multiple WFM accounts.Strategic Planning. Provide direction and guidance to the Forecasting / Scheduling team to ensure accurate and timely delivery of Forecast and Schedules to the Operations teams and improve ProductivityExpertise in leading large workforce teams.• Specialize in creating, standardizing WFM processes like Forecasting, Manpower & Seat planning, Scheduling, Operational Real-time management• Business reporting and automation across multiple clients.• Building Strategies for different Clients to meet Target Metrics.• Establish business requirements and design analytical plans during the set-up of New programs, manage resources doing analysis or, at times, undertake analysis, prepare or review client presentations, incorporating recommendations and strategic next steps, present to client teams and clients.• Act as an analytical “consultant” for senior-level client meetings.• Establish working relationships with client management to facilitate acceptance of methods/Procedures.

Strategic Planning. Provide direction and guidance to the Scheduling team to ensure accurate and timely delivery of Forecast and Schedules to the Operations teams and improve Productivity.Manage a team of WFM professionals: Capacity Planning, forecasting, scheduling, Seat Planning and inter-day resource management.• Initiate and coordinate new Strategies to create efficiencies in analysis and/or to offer enhanced services to our clients.• Identify, Build and maintain relationships with key stakeholders. • Create strategic recommendations to improve call center productivity & maintain or improve costs. • Monitor and drive Workforce Strategy both at the aggregate and Functional level to achieve ideal efficiency.• Frame and communicate how upstream strategic business models generate and impact service demand.• Establish business requirements and design analytical plan during set-up of New programs, manage resources doing analysis or, at times, undertake analysis, prepare or review client presentations, incorporating recommendations and strategic next steps, present to client teams and clients.• Manage/develop performance of direct reports including coaching and performance reviews

Managing a team of 20+ Team leaders.Responsible for the real-time management for clients across India, Asia Pacific and North America.· Successfully handling the Tier 1 metrics, Service Level, ASA, Abandon %, Occupancy etc. ensuring overall profitability of the processes· Responsible for implementing and maintaining consistent processes and levels of support across the centers as well as sharing in the performance objectives of business housed within the centers.· Managing the developmental training for employees regarding inbound and outbound businesses.· Acquire, train and develop personnel to staff the centers in order to maintain adequate skill levels.· Leading performance reviews and improvement action planning.· Working with Client Services to develop action plans and resources to meet specific client needs.· Responsible for measuring and trending individual program performance and lead the development of improvement plans as related to the business.· Responsible for selecting, training, developing and managing the performance of direct reports in their area of specialty and mentoring, coordinating, planning and providing direction for work group(s) in accordance with the organization’s policies and applicable legal requirements.

Responsible for Intraday management, labour management and delivering SLA as per client agreements along with data analysis for call patterns.• Partner with the local CCO and Global WFM teams to ensure service levels.• Analyze productivity, service levels utilization, call volume, and staff trends and provide recommendations as required.• Determine the appropriate staffing levels that are needed on a daily / hourly basis to achieve service level goals.• Manage off phone time ensuring service level delivery and stay within budgeted shrinkage's. • Work with Training and call center supervisors to manage all training and coaching requests.• Expertise on IEX, Avaya and Excel.

•Human Resource Information System (HRIS) Analyst•Managed Benefits Support:•Designed Test cases for PeopleSoft HRMS- Benefits functionality testing and UAT.•Setting up of Base benefits in PeopleSoft HRMS with the help of BASS methodology, SPAN framework and QMS (Quality Management Systems).•Training, monitoring and managing the resources on various modules of PeopleSoft and US Benefits.•Designing, updating maintaining various documents pertaining to Standard operating Procedures and programs and processes.•Running Production Jobs in AutosSys for both Benefits and Pension and Payroll Streams.•Full DB Compares and Sync Up the code.•Instance Verification Tests.•Base Table compares

• Front end peoples manger for Consumer Technical Support (CTS) for Dell Inc, USA.• Management of activities of the production floor and co-ordination with various departments directly and in-directly effecting the production floor.• Real time monitoring of the floor activities and maintaining service levels.• Generating, maintaining and circulation of all reports across site with details at site, entity, team and agent level.

•Customer care and loan information support to Option One Mortgage Corp. U.S.A • Addressing customer inquiries pertaining to mortgage loans.• Early collection for mortgage client Option One. • Part of the pilot outbound collections team for the Noida site of the company and client

Front line technical support agent for Dell Desktop and Laptop users.