- Established WFM operations objectives and work plans and delegated assignments to managers.- Created and implemented a new policies and procedures manual which helped to optimize operation practices in Workforce Management, reporting and contact center operations.- Supported Senior Executives through verbal and written communication, contract negotiations and key performance indicator reporting.- Worked closely with Finance to determine the long range financial forecast.- Implemented staff models to optimize schedules for contact center agents, effectively improved service level during peak call volume season, reduced contact rates, reduced labor costs and increased center productivity.

- Direct & Manage operations, Finance, IT & workforce to the length of policies and programs for an organisation's business operations & management- Identifying emerging information technologies to be analyzed, assimilated and integrated within the organization. - Oversee the development of mission-critical applications and technology to support the company's long term goals and provide direction and leadership to one or number of development teams. - Risk management, resource allocation, project prioritization and research and recommendation of new systems and software products and services.

> Determines financial status by comparing and analyzing plans and forecasts with actual results for both investors & third parties, tracking financial status by monitoring variances from the plan.> Review monthly financial statements with operations and accounting, identify and address significant issues> Prepare property variance analysis as well as a regional complex variance analysis summary Perform ad hoc financial analyses and projects as required> Experience with Ratio Analysis, account payable and account receivables, assets and liabilities. Cash Flow analysis to determinate increase in working capital through inventory, receivables ratios> Review monthly occupancy activity, prepare reports as necessary. Review monthly financial and statistical reporting and prepares additional analysis as necessary

 Leading a team of workforce managers and analysts for Capacity Planning, Forecasting, Scheduling and Real Time Management (team consisted of 48 WFM professionals in 6 different locations. Supported 20+ forecast groups for 18000+ agents in 26 locations in North America and 6 off-shore locations. Worked with call center command center and individual site leadership to design solutions to help overcome staffing imbalance.  Generated reporting to measure call center matrix like occupancy, productivity, schedule variance and agent utilization using IEX, aspect, Avaya and CISCO applications. Trained local & remote workforce management teams on new scheduling software and new company policies.  Ownership of the country level demand planning to enable robust short, medium and long-term forecasts, enabling the business to achieve high product availability levels, which includes SVL & SIR targets. Participation in weekly outlook review meetings including active engagement with cross-functional team members on assessing the current state of the business and develop / Implement Bridge plans to ensure the business achieves its P&L objectives. Provide Finance team on site & globally, with actual requirements of headcount & other expenditures in terms of productivity, Site management & calculating CPC/CPM and other metrics. Partner with supply team in providing supply updates, monitoring and reporting of all out of stocks, below safety stocks and expected out of stocks; and to provide demand shaping recommendations, and communication of this information to key internal business partner.

 Provide clear reporting on actual business trends and analytics which include demand / attainment, providing recommendations to the Business to come up with a sound strategy in a timely and effective manner to minimize / eliminate E&O exposure to the business. Work with Process Engineering/Training team (New product launch & re- enforcement of the established processes), Sales/Marketing team (Product, Brand, and Merchandising) on the timing / availability of new products for inclusion in the demand forecast. Analyze and manage Call Volume in Real Time to insure Service Level is met on daily, weekly basis, adjust workforce requirements based on changing/dynamic forecasts; reforecast when necessary. Analyze and manage Call Volume in Real Time to insure Service Level is met on daily, weekly basis Adjust workforce requirements based on changing/dynamic forecasts; reforecast when necessary. Collaborate with Supervisors to identify and track planned and unplanned absences & attendance. Identify call volume trends and averages on a monthly and quarterly/seasonal basis Developing an understanding on the Customer Reporting Process. Extract data based on changing business requirements communicated over phone/email

 Proper maintenance of Headcount at site level/ Enterprise level which is further reconciled with finance to achieve organizational goals. It includes Insight into EWS/Attritions/WFR/Planned Hiring as per projected forecast of volumes expected. Responsible for planning agent skilling, shrinkage, AHT, and call routing. Tracks, maintains and produces regular and ad hoc reports.  Identifies roadblocks to task completion and effectively brings them to management for resolution. Creating ACD and MIS reports and carrying out day to day Reporting operations. Real Time Queue Watch/Proactively Flag exceptions to the Management Prepare Daily / Weekly / Monthly Reports. Prepare Monthly Schedules as per GCCO requirements Work in conjunction with multiple cross-functional teams. Liaison with Facilities, Transport, IT and other departments, Manage floor headcount changes / movements.

 Listen to calls both side jacking and remotely and communicating feedback.  Encouraged good practices & discouraged bad ones. Identify call failing to meet predefined standards and identified the problems. Implemented agent training and coaching initiatives. Ensure agent understand the importance of quality compliant sales. Provided customer feedback and internal compliance feedback to management.

 Answered customer queries on process related issues. Accessed and reviewed customer’s online accounts to resolve complaints. Upselling products as prescribed in the program.  Meeting daily sales targets.