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.
• 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.
• 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

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

• 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.

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.
• 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)

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