Business Project Lead in a Transformation Consulting Project and Verint implementation (WFO, WAM, DPA) for a global Insurance giant at their Global Shared Services Center. Accountable as a Business Project lead for setting up WFM Best Practice and creating a Coe Center of Excellence for work related to Capacity Planning, Scheduling, Headcount Management, Seat Utilization, Real Time Monitoring. Consulting practice from a Cost to Revenue optimization perspective.… Show more Business Project Lead in a Transformation Consulting Project and Verint implementation (WFO, WAM, DPA) for a global Insurance giant at their Global Shared Services Center. Accountable as a Business Project lead for setting up WFM Best Practice and creating a Coe Center of Excellence for work related to Capacity Planning, Scheduling, Headcount Management, Seat Utilization, Real Time Monitoring. Consulting practice from a Cost to Revenue optimization perspective. Account Management and involved in setting up a WFM framework building synergies between On-shore and Off-Shore. Setting up of BPM Best practice in a Captive operated multi location Global Shared Services Center. Optimize on Capacity and Staffing best fit requirements for all Back Office Processes within the Global Shared Services Center. Show less

Accountable for India Domestic Vertical from a WFM & MIS perspective. Client Management and Transitioning WFM practice. Responsible for Capacity Planning ; Budgeting, Pipeline Revenue Forecasting from a H.C. & Volumes stand point. Forecasting & Scheduling with Real Time SLA n Adherence Management ; BCP & DR - Roster Planning ; Seat Utilization / Resource Allocation ; Dialer Management. Optimized P&L performance through Optimization BenchmarkingClosely involved with consolidation of… Show more Accountable for India Domestic Vertical from a WFM & MIS perspective. Client Management and Transitioning WFM practice. Responsible for Capacity Planning ; Budgeting, Pipeline Revenue Forecasting from a H.C. & Volumes stand point. Forecasting & Scheduling with Real Time SLA n Adherence Management ; BCP & DR - Roster Planning ; Seat Utilization / Resource Allocation ; Dialer Management. Optimized P&L performance through Optimization BenchmarkingClosely involved with consolidation of workforce scheduling system Show less

Capacity Planning ; Forecasting & Scheduling with Real Time SLA n Adherence Management for 5 Operational Sites (India + Manila + Costa Rica); Change & Network Management - SPOC @ WNS for on-Shore client's; Client MIS Reporting ; BCP & DR - Roster Planning ; Seat Utilization / Resource Allocation ; Transition & setting up WFM practice, Dialer Management - Transitioned a Large International Utilities client from a Dialer Management & WFM perspective at WNS Manila Center.

Client MIS Reporting ; BCP & DR - Roster Planning ; Seat Utilization / Resource Allocation ; Capacity Planning ; Forecasting & Scheduling with Real Time SLA n Adherence Management for 5 Operational Sites (India + Manila + Costa Rica) ..... Change & Network Management - SPOC @ WNS for on-Shore client's;Total Billable FTE strength @ 1700+ ... Voice / Data / Blended LOB's -; Automation & Project Management initiatives Undertaken,

Client Reporting ,BCP & DR - Roster , Seat Utilization / Resource Allocation , Forecasting ,Capacity Planning & Real Time SLA Management

Client Reporting ,BCP & DR - Roster , Seat Utilization / Resource Allocation , Forecasting ,Capacity Planning & Real Time SLA Management