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Vikas Sharma Email & Phone Number
Associate Director
at
Mercer India
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✓ Verified August 2026
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Who is Vikas Sharma? Overview
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Vikas Sharma is listed as Associate Director at Mercer India, based in Delhi, India. AeroLeads shows a matched LinkedIn profile for Vikas Sharma.
Vikas Sharma previously worked as Senior Manager Workforce Management - Transformation at Mercer India and Team Manager at Capgemini. Vikas Sharma holds Higher Secondary, Physics, Chemistry And Mathermatics from Chand Public School.
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Mercer India
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Profile bio
About Vikas Sharma
Consulting✶ Real Time Management ✶ Forecasting & Planning ✶ Project Management ✶ Work Force Planning ✶ Business Continuity Planning ✶ Process Transition ✶ People Management, ✶ Data MiningProfileProven skills in Leadership Roles in WFM, Forecasting, Planning & Scheduling, Call center Service Delivery, Quality, Data Analysis & Project Management. Excellent communication & interpersonal skills.Key Skills & Technology FamiliarlyIn-Depth Work Force Management knowledge across Real Time, Scheduling, Forecasting & Capacity Planning, MIS & WFM Analytical.Experience Professional on Service Delivery across a variety of Industries, Customer Service, Banking and Global New Accounts.Strong numerical and Analytical skills.Excellent Communication and interpersonal skills.Good Understanding on Forecasting, Capacity Planning and Call Center Modelling.Proven People Management skills & followership.Strong Organizational, Time Management and Multi-tasking skills and ability to work independently.Growth Mindset.Experience in People Management to motivate team members to work in sync with Organizational goals & to achieve and exceed business & individual goals.Proficient in handling transition with plan and proficient in preparing Standard Operating Process (SOPs) for new campaigns.Technology/Tools Familiarity:Aspect, eWFM (e- Workforce Management, Genesys, CC Pulse, Symposium, Real Time display Manager, Avaya.Worked on various Dialers- Aspect UIP7.1, EPRO 5.2, Avaya Proactive 4.2, Five 9 Cloud-based and Genesys.Good Understanding of Contact Center Call Flow.IVR designing based on call flow for call center, creating Visio files.Employment Details Capgemini Technology Services India Ltd. 13 April 2017 till date
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Mercer India
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8 roles
Vikas Sharma work experience
A career timeline built from the work history available for this profile.
Senior Manager Workforce Management - Transformation
Team Manager
Aug 2020 - Aug 2022
Business Analyst
Prepare several Client’s Request for Proposal (RFP) solution decks for the revenue earning purpose in association with the leadershipClosely work with key stakeholders for final sign off for the deliverablesPrepare and present Business Case and Future Roadmap to the client at the end of assessment.Prepare and present Scope, Objectives, Milestones, Status reports and Deliverables to the clientSpearhead presenting As-Is Process state, Findings, Recommendations and Future State to the clientHelp business recognize the feasibility, potential automation and transformation opportunitiesOnsite visit to help client in order to set-up KPIs, selection of hardware/software and training material.
Apr 2018 - Jul 2020
Business Process Analyst
Capgemini
Lead a Banking process with 2000+ FTE's spread across 4 centers and an Email Chat Banking Process with 50+ FTE’s spread across 2 centers in Canada. To manage end to end WFM capabilities and Business Continuity Planning of the Project.Analyzed Business trends through various Analytics Model and utilizing the findings for critical decision making. Have managed the complete offshore transition for CC Pulse technology, Email Chat Business & Genesys dialer.Handled a team of 15 Workforce Management professionals to cater the End to End workforce day to day activities.Monitored and tracked team’s performance by reviewing reports, delivering the necessary feedback and coaching them with the latest updates on the process. Direct interaction with the client and business stakeholders to understand business requirements and deliver accordinglyPlanning & Scheduling system maintenance & new initiative deployment, with assistance of technologies, to ensure little-To-No impact to operations productivity. Drive Business Analytics & building models for business.Maintaining & handling database for vendors. Create customized ad-hoc statistical reports like trends tracking, historic data of trends along with other components like AHT, No of calls, SL and occupancy, shrinkage, variance to predict and reforecast the figures and reports as per client & Management requirement.Data Analysis (Weekly & Monthly) for measuring performance to ensure continuous improvement & growth. Initiating BCP in case of crisis or any issue(s). Responsible for preparing & updating schedules for all employees, Leave vacation planning, Shrinkage, etc.
Aug 2013 - Mar 2018
Workforce Management Analyst
Call traffic management, global faults impacting production and performance based on trends and current situationPreparing Monthly, weekly and daily reports as per the client requirement.Creating reports formats to meet internal and external requirements of a portfolio.Billing data facilitation of all inbound, outbound and back office portfolios.Taking new initiatives whenever any new challenge comes across.Daily, Weekly & Monthly reporting to client (From campaign standings, Reconciliation, Dashboards & Billing etc…)Preparing and creating hourly reports for the better dialer productivityWorked on Five9 cloud-based dialer for US Clients (Set up and all other activities), on Aspect Unified IP 6.6 and worked on Ensemble Pro dialers.MIS/Ops Responsibilities: Handling data mining activities for the process, e.g., AHT, Shrinkage reports, and highlighting the challenges to the management team. Preparing Team Leader performance tracker (Goal Sheets for the quarterly, half-Yearly and Annual reviews.
Jun 2007 - Aug 2013
Quality Analyst
Worked on Continuous Quality Improvement (CQI).Conducted coaching and feedback sessions.Monitored calls and prepared plan based on call results.Direct interaction with client for any new updates.Responsible to conduct Subject Knowledge Test (SKT) on monthly basis.Call Calibration with other departments to set Standard Operating Process
Sep 2004 - May 2007
Public Relations Specialist
Microbridge Infotech Limited
Responsible for handling all aspects of planned publicity.Planned Publicity Strategies and Campaigns.Produced presentations.Direct client interaction.
Dec 1997 - Apr 2002
4 education records
Vikas Sharma education
Higher Secondary, Physics, Chemistry And Mathermatics
Chand Public School
Bachelor Of Science - Bs, Physics, Chemistry And Mathermatic
Ggdsd College Baijnath
High School, Physics, Chemistry And Mathematics
Kendriya Vidyalaya Palmapur
Bachelor Of Education - Bed, Psychology
Mtm College Of Education
FAQ
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What company does Vikas Sharma work for?
Vikas Sharma works for Mercer India.
What is Vikas Sharma's role at Mercer India?
Vikas Sharma is listed as Associate Director at Mercer India.
Where is Vikas Sharma based?
Vikas Sharma is based in Delhi, India while working with Mercer India.
What companies has Vikas Sharma worked for?
Vikas Sharma has worked for Mercer India, Capgemini, Jindalx, and Microbridge Infotech Limited.
How can I contact Vikas Sharma?
You can use AeroLeads to view verified contact signals for Vikas Sharma at Mercer India, including work email, phone, and LinkedIn data when available.
What schools did Vikas Sharma attend?
Vikas Sharma holds Higher Secondary, Physics, Chemistry And Mathermatics from Chand Public School.
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