Responsible for managing WFM for West Zone Pune, Mumbai and Baroda location, handled various international and Domestic Banking, telecom, utility, energy and e-commerce and health care accountsPrimary responsibility driving CNX 3 Vs – Visibility, Velocity and Value, demonstrating CNX 9 culture values related to fanatical service to our client and extraordinary care for our staff, delivering best of the results with integrity, taking bold and accurate decision and have backbone to present contrarian point of view for best of the business results and making one team and one Concentrix.Responsible for taking bold decision for organizational development by using WFM experience and ensuring best of the client delivery. Managing WFM VOC from client, generating different solutions to the clients on managing operations efficientlyDesigning strategies to optimize workforce utilization with viable and innovative staffing plans. Working on new deals and managing new account in the beta period for delivering excellent customer experience. Thinking out of the box and taking disruptive decision for making clear and visible difference in WFM delivery over another client vendor partnersResponsible for driving cost optimization projects across zone and maximizing Zonal Gross Margins.Managing WFM 7 Discipline Forecasting, capacity Planning, MIS, Realtime, Scheduling, Attendance Management and Logistics

Responsible for managing WFM for West Zone Pune, Mumbai and Baroda location, handled various international and Domestic Banking, telecom, utility, energy and e-commerce and health care accountsManaging WFM VOC from client, generating different solutions to the clients on managing operations efficientlyDesign strategies to optimize workforce utilization with viable and innovative staffing plans. Working on new deals and managing new account in the beta period for delivering excellent customer experience. Primary point of contact for staff level forecasting, capacity and resource planning, and provide long-term and short-term insight of financial returns.Work closely with OPS/HR on future over/under capacity as per the business forecast generated by my team, to see best hiring numbers minimizing leakagesResponsible for capacity planning and analytics for the Zone.

Responsible for managing all domestic accounts in India from WFM point of View, directly working with India Domestic LeaderPrimary point of contact, for WFM efficiencies, driving Cost optimization across all Zones, Driving Agent performance by implementing best of the incentive schemesIdentify account profitability opportunities and develop resource models with the aim to optimize service delivery performance and maintain operational objectives.Business analytics and analyzing big data in terms of generating accurate and timely MIS for the Management team enabling them to take future decisions.

Responsible for managing WFM for south Zone Bangalore and Chennai Location, handled various international, Banking, telecom, utility, energy and e-commerce accounts.Primary point of contact for staff level forecasting, capacity and resource planning, and provide long-term and short-term insight of financial returns.Analyze contact center trends to predict and perform risk analysis on capacity assumptions including overall and site-level workload, technology initiatives, and facility utilization and create visibility with detailed attributable clauses of variations from budgeted goals.Identify account profitability opportunities and develop resource models with the aim to optimize service delivery performance and maintain operational objectives.Managing WFM VOC from client, generating different solutions to the clients on managing operations efficientlyWorking on new deals and managing new account in the beta period for delivering excellent customer experience. Managing Zone cost optimization projects to reduce direct cost and maximizing Gross margins.Business analytics for the Zone and analyzing big data in terms of generating accurate and timely MIS for the Management team enabling them to take future decisions.

Managing Bangalore location in South Zone, responsible for multiple accounts at the location, overall WFM management and client interactions on forecasting, schedules, reporting and financials. Key role was to manage location financials and profitability by driving business productivity/hygiene Design strategies to optimize workforce utilization with viable and innovative staffing plans. Various Cost optimization project, accurate capacity planning to deliver best of the client requirements

Managing Vizag location in South Zone, responsible for multiple accounts at the location, overall WFM management and client interactions on forecasting, schedules, reporting and financials. Key role was to manage location financials and profitability by driving business productivity/hygiene Work with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resourcesDesign strategies to optimize workforce utilization with viable and innovative staffing plans. Various Cost optimization project, accurate capacity planning to deliver best of the client requirements

Responsible for managing WFM for Domestic clients in Telecom, Banking, travel, utility. Define workforce management processes and the role of WFM Define the roles and responsibilities required to implement an effective workforce management team, organisational structure and strategyIdentify the tools and technologies that are applicable to the workforcemanagement process and when they can be used to good advantage Define the data gathering and analysis that serves as the foundation of the forecasting process

Responsible for managing WFM for Domestic clients in Telecom, Banking, travel, utility. Service level delivery for multiple location, providing analysis to business head on accurate SL projection and highlighting risks in the business.Analyze past volume and staffing patterns and implement based on the forecast provided by the client staff the Service Centre to ensure service goalsOversee all Real-Time and Intra-Day activities to ensure operational and client goals are met. Conduct analysis and recommend solutions to real time performance issues with the operational business unitsValidate forecasting and staff planning and work with Account Managers Ensure all required WFM data is tracked and trended on a continuous basis Interface with Account Managers/Director as needed for escalation of service impacting issues

Managing entire WFM Function for a tech support account, responsible for managing Service level, driving Agents performance and improving process level hygiene by best in class reporting systems. Responsible for WFM audits and ASCA certification of new tools in the organizationDevelop and communicate clear process documentation to support all Service Level Agreements pertaining to Workforce as described in the Scope of Work across specific programs Develop and deploy appropriate reporting to share critical operating data in a timely and effective manner.Improvise MIS to the next level providing one stop shop visibility to the driving factors of yesterday and today.

Managing WFM team of 5 Executives, responsible for accuracy and timelines of entire MIS. Preparing analytics from the raw data for management financial decisions, preparing analytics of employees related to performance and business improvements. Analyze and report historical data and trends and develop forecast modelsManaging Billing process with different clients, ensuring that service and other operational bills are generated and payed on time, responsible for any debit and credit note reconciliation with client and IBM

Responsible for Historical MIS, Daily, weekly and Monthly Management reports, Agent performance reporting, BPO SLA reporting, payroll and attendance Management.