At WyzMindz we provide Analytical Solutions to our customers with a clear mantra of adding exponential value to our engagements.We have proven the same across numerous engagements with customers ranging from SME’s to Fortune 100 companies. We rely at the core on our proprietary Metricize-Visualize-Analyze-Optimize Pyramidal framework and our technology expertise to help our customers add revenue, reduce costs and optimize their operations.Our… Show more At WyzMindz we provide Analytical Solutions to our customers with a clear mantra of adding exponential value to our engagements.We have proven the same across numerous engagements with customers ranging from SME’s to Fortune 100 companies. We rely at the core on our proprietary Metricize-Visualize-Analyze-Optimize Pyramidal framework and our technology expertise to help our customers add revenue, reduce costs and optimize their operations.Our current customer base spread verticals like Outsourcing, Telecom, Retail, Manufacturing, Banking, Healthcare, Transportation & Logistics etc.WyzMindz is the only company in India that promises its client to travel the whole journey of process re-engineering & business optimization. We partner with organizations to optimize business opportunities. We do this through advanced analytics that turn data about customers, performance, financials and more into “Actionable Intelligence — Now”. This results in fact-based decisions for undeniable bottom line impact.For enquiries or to learn more please visit our website www.wyzmindz.com Show less

Associate Vice President- WFM (June 2009 till October 2010)• Responsible for WFM delivery for PAN India Domestic Inbound BPO Operations of AEGIS, spanning over 15000 FTE• Responsible for WFM delivery for all Inbound BPO activity done internationally by AEGIS. Geographies currently supported include South Africa, Kenya, Sri Lanka, Philippines, Australia and Americas• Responsible to deploy WFM Automation Tool (ASPECT eWFM) across all BPO operations in AEGIS globallyJob… Show more Associate Vice President- WFM (June 2009 till October 2010)• Responsible for WFM delivery for PAN India Domestic Inbound BPO Operations of AEGIS, spanning over 15000 FTE• Responsible for WFM delivery for all Inbound BPO activity done internationally by AEGIS. Geographies currently supported include South Africa, Kenya, Sri Lanka, Philippines, Australia and Americas• Responsible to deploy WFM Automation Tool (ASPECT eWFM) across all BPO operations in AEGIS globallyJob Responsibilities:• Responsible for centralized delivery of WFM for all Inbound BPO Operations across India. Delivery locations are currently spread over 19 centers in India, and the client portfolio mix spans CRM delivery via multimedia channels for Domestic industry majors across the Telecom, Retail, Travel and BFSI space in India• Design and implement the deployment charter and project plan for implementing ASPECT across Domestic BPO operations in India, and then replicating the same in global locations as well• Establish WFM delivery framework to support global delivery locations in South Africa and Kenya, centrally from a remote delivery engine in India• Provide mentorship and functional guidance to WFM teams in Philippines, Australia and Americas• Drive Special Projects to favorably impact profitability and replicate results across delivery centers• Formulate solution designs on RFP’s from prospective clients and also front these solutions with these clients on an ‘as-needed’ basis Show less

Resource Planning and Optimization Practice Head - NCR (Sep 2006 till June 2009)• July 2008 till June 2009 : Responsible for centralizing and owning functional delivery of all WFM teams in NCR and Kolkata, covering an overall agent span of ~ 10000 FTE• Sep-06 – July-08: Head of the WFM function for all offshore LOB’s for Virgin Media. Operations spread across Delhi and Pune, covering an overall agent span of over 1600 FTE• Single point interface to the Geo for all functional… Show more Resource Planning and Optimization Practice Head - NCR (Sep 2006 till June 2009)• July 2008 till June 2009 : Responsible for centralizing and owning functional delivery of all WFM teams in NCR and Kolkata, covering an overall agent span of ~ 10000 FTE• Sep-06 – July-08: Head of the WFM function for all offshore LOB’s for Virgin Media. Operations spread across Delhi and Pune, covering an overall agent span of over 1600 FTE• Single point interface to the Geo for all functional matters relating to VM offshore locations and any special project initiatives relating to WFM (like DE) undertaken at an enterprise levelJob Responsibilities:• Responsible for wing-to-wing functional delivery of workflow in all IBM Daksh international client engagements across NCR and Kolakata. The engagement mix in my workgroup, spans CRM delivery via multimedia channels for international industry majors across the travel & technical services (tech , semi-tech and non-tech) domains• Main responsibilities of my group are financial tracking & reporting, capacity planning, headcount projections, recruitment plans, real time monitoring of operational metrics, logistics and seat planning, voice bandwidth projections, contractual and performance reporting, analysis & interpretation of reports and interaction with client or Geo• Work on a charter to standardize and consolidate workflow practices across IBM Daksh• Design and execute revenue/GP impacting initiatives via special projects (via initiatives like DE) and regular BAU optimizations (such as seat planning) • Represent the WFM function for all stakeholders within and outside IBM Daksh Show less

Manager WFM – India Command Center (June 2004 till Sep 2006)• Manage a team of 20 FTE (19 B1’s and 1 B2) handling Intraday management for 4 programs including FEDEX (a Top 20 account with presence in over 5 sites in Convergys and a multi-product portfolio)• Have managed a maximum span of 75 FTE (23 Analysts(B1’s), 44 WFM Assistants(A2’s) & 4 team leaders(B1’s&B2’s)) and 6 programs across 4 sites in India, 3 sites in Philippines and 1 US siteJob… Show more Manager WFM – India Command Center (June 2004 till Sep 2006)• Manage a team of 20 FTE (19 B1’s and 1 B2) handling Intraday management for 4 programs including FEDEX (a Top 20 account with presence in over 5 sites in Convergys and a multi-product portfolio)• Have managed a maximum span of 75 FTE (23 Analysts(B1’s), 44 WFM Assistants(A2’s) & 4 team leaders(B1’s&B2’s)) and 6 programs across 4 sites in India, 3 sites in Philippines and 1 US siteJob Responsibilities:• Wing-to-Wing Management of teams responsible for Intra Day Management of inbound voice programs serviced by Convergys. Main responsibilities of my group are managing key metrics for operations, monitoring schedule adherence, Real Time Monitoring of key program metrics, tools management, reporting and Tier 1 escalations.• Wing-to-Wing Management of the Exception Management process for entire Convergys. Was the single face in centrally transitioning and stabilizing this process in India.• Continuously identify and drive process improvements aimed at improving productivity and operating cost and adding internal value to managing key account metrics• Responsible for Command Center Goals of WFM Metric Management, Efficiency and Cost Saving, Customer Satisfaction and Maintaining Attrition Rate. Show less

• Devising new strategies to meet Roll Worse and Contact Rate targets for a liquidating portfolio.• Owning and supervising the implementation of all customer strategies in four portfolios