Tushar Bhanushali Email & Phone Number

Prague, Czechia

• As a site leader, I have launched sites, hired over 1000 headcount and lead cross cultural/diverse teams to support Europe from Prague, Middle East from Cairo) and UK, US and Canada from Bangalore to deliver on EU 500mn + revenue goals• Responsible to grow the sites with headcount and capabilities to support EU and Middle East based 15 countries x 7 business lines• The role involves establishing the Amazon Advertising brand, revenue and profitability growth with strategic partners across markets in Europe, Middle East and Americas. (via Ads Relevance, Ads Moderation accuracy and exceeding results on Trust KPIs)• Overall 10x growth across budget and team size, while increase in productivity was 25x within 24 months• Led the team to conceive a series of innovative initiatives which transformed the performance of the business• Responsible to lead product and tech teams to develop in-house tools / AI models to improve human and machine efficiencies• Managing delivery of through internal site and third party for moderation, relevance, translations and localization• Created structured site and role-based succession plan for all the roles within the span which helped team members to grow• Achieved site goals with more than 105% for revenue and less 95% for cost against budgeted numbers

Bengaluru, Karnataka, India

• Leading world-wide Ads Services for Relevance and Books Moderation (5 countries x 4 business lines)• Responsible to grow the business to support new business line including proof of concept (POC). (Team growth 2x/ Volumes 5x)• Worked closely with in-house Tech team to improve delivery for Relevance and Books• Responsible to identify business risks in advance and take actions to mitigate the same as per the pre-defined thresholds. • Developed team to drive culture of program management and automation leading to more efficient teams.• Worked closely with Hiring team to hire and develop talent for within and across advertising organization

Hyderabad, Telangana, India

• Lead Global Command Centre (GCC) Customer Service operations supporting Retail, Digital and Devices, SDS (Logistics) and Audible.• Lead PMO for Amazon Customer service organisation for their CS planning and execution• Conceptualised, hired and trained 88 team members (65 direct, 18 indirect global staff, 5 automation) to support GCC Ops• Responsible to meet Service Level / Occupancy goals for more than 3000 skills globally with 60K FTEs across 131 sites. • Leading GCC operations, strategy, program management, automation, standardization and people development.• Conceptualised and Implemented AI based automation tool called GCC 2.0 to show SLAs and take threshold-based actions• Mentored team to work on cross functional Kaizen projects of which 1 got selected for prestigious Amazon “Door Desk” award.

• Spearheaded centralization of GCC to support global delivery at Gurgaon, India• Supported global operations with overall headcount of approx. 14K and WFM team size of 150 globally.• Lead Aditya Birla Minacs (BPO) integration with Concentrix and move to lead WFM for West, India (Domestic & International) • Responsible for Facility & Location planning, Capacity and Staff planning, Real-time Intraday Management with MIS, Automation and Business Intelligence. • Supported 12K FTEs in 4 cities. (Mumbai, Pune, Baroda and Ahmednagar). Supported 9.2K Headcount with 7 cities as India lead.• Responsible for ACD, IVR, Dialler Management, Planning & restructuring, seat utilisation, Automation, etc.• Implementing WFM delivery measurement system call “Maturity models” for all accounts and working on improving it.• Create a culture of structured Savings in WFM vertical. (2M USD per QTR)• Worked on Dialler automation to help reduce support staff, improve agent utilisation and achieve higher business goals.• Worked on data integration, MI / BI automation and Various Back-office Auto-Bots, which lead to Savings.

Mumbai Area, India

• Managed Service Partners for Vodafone India for Customer Life cycle management (Sales, CS, Retention and Collections) with 3000 headcounts by 2 partners at 4 centres in Jaipur, NCR and KOL to support north and east of India.• Participate in new project RFPs; pre-sales Business development activities• Ensure leading various project transitions / migrations successfully within timelines (Domestic & International)• Leading MIS Report Automation, IVR / Dialer Planning & restructuring, CRM analysis, etc• Responsible for company-wide Six Sigma, Lean projects, FMEA for providing solutions via analytics and people-oriented approach

Ahmedabad

Reporting to Business head I am managing below tasks1) BPO Planning with WFM and dialer Management.2) Operations for Gujarat, Rajasthan and M&G with 300 outbound seats.3) I also participate in Business Development, Transitions and Project management while new processes are acquired.

Ahmedabad, Gujarat, India

Managed Outsourcing and WFM for Domestic and Internation Processes Managing a team of 25 Workforce Analyst • Planning and Managing 3000+ workforce for India and UK processes • Managing all Divisions of WFM• Forecasting and Scheduling• Intraday Management & Reporting• Work on Verint (Workforce Management tool)• Primary responsibility and KPI was managing productivity of the queue• Present Proactive Analysis on Call arrival patterns and customer behaviours impacting productivity to Operations leaders• Develop new methods of Staffing to suit the arrival patterns• Generate flexible schedule to suit the arrival patterns.• Report IT infrastructure requirements as per the Ramp ups to the Management team• Creating new and customized reports for team leaders • Training Ops team leaders on WFM methodologies and calculations• Publishing management dashboards on performance

WFM / Business analytics incharge for International telecom client.

WFM executive responsible for managing Microsoft and Dell Accounts in Mumbai location.

Worked for 3 processes (McAfee.com, AOL & Dell technical Suport). Started career as an agent, grown as Sr Agent (Buddy Mentor).

Manager Training for a computer education institute. Started as trainer for inhouse and corporate training requirements of the institute and grew till Manager for 3 centers in Ghatkopar, Mulund and Dombivli.

Master Of Business Administration (Mba), International Business, A

B.Com, Commerce

Ssc, School