Ahasanullah A. Khatib
Deputy Manager - WFM
Navi Mumbai
Summary
Achieved a 10–15% improvement in forecast accuracy via data-driven strategies. Enhanced operational efficiency by optimizing staffing, leading to over 95% SLA adherence. Developed automated reporting tools, cutting manual work by 8–10 hours weekly. Played a key role in seamless LOB and campaign transitions, ensuring zero service disruption.
Overview
16
16
years of professional experience
1
1
Language
Work History
Deputy Manager – WFM Scheduling
Reliance Jio Infocomm Pvt Ltd.
12.2021 - Current
- Spearheaded WFM Scheduling and Capacity Planning for Reliance Jio Telecom.
- Optimized resource planning, scheduling, and forecasting processes for efficiency.
- Utilized IEX scheduling and Erlang C planning to ensure adequate manpower allocation.
- Scheduled and organized team meetings, training sessions, and off-phone activities.
- Managed onboarding process for new hires within the scheduling framework.
- Conducted weekly reviews of staffing performance and risk assessments.
- Established KPIs in line with organizational goals to monitor success metrics.
- Enhanced employee capabilities through mentorship and targeted training initiatives.
Deputy Manager - WFM
WNS Global Services Pvt. Ltd.
10.2016 - 11.2021
- Responsible for WFM & MIS Function
- Leading WFM/MIS Team for Travel Vertical
- Handling Invoicing, MIS Reporting, RTM, Seat Management, Resource Planning, Scheduling and Forecasting for International Travel Business
- Erlang C based Manpower Planning
- Spearheading support functions to ensure smooth Call Center Operations
- Providing Vital visibility to the Senior Management for Decision Making
- Review and Propose the KPI’s as per Organizational focus
- Develop and Maintain strong working relationships with a range of key stakeholders departments including Operations, Marketing, Quality Assurance, Training & HR
- Performance Improvement and Leakage Analysis
- ID Process Management as per Compliance
- Led cross-functional teams to enhance operational efficiency and streamline business processes.
- Developed and implemented strategic initiatives to improve customer satisfaction and service delivery.
- Analyzed performance metrics to identify areas for improvement and drive productivity enhancements.
- Mentored junior staff, fostering skill development and promoting a culture of continuous improvement.
Assistant Manager - WFM
WNS BCS Pvt. Ltd.
10.2014 - 09.2016
- Responsible for WFM & MIS Function
- Leading WFM/MIS Team
- Resource Planning, Scheduling and Forecasting for India Business
- Erlang C based Manpower Planning
- Providing Vital visibility to the Senior Management for Decision Making
- Review and Propose the KPI’s as per Organizational focus
- Develop and Maintain strong working relationships with a range of key stakeholders departments including Operations, Marketing, Quality Assurance, Training &HR
- Performance Improvement and Leakage Analysis
Sr. WFM Executive - WFM
WNS BCS Pvt. Ltd. (Domestic Business)
04.2012 - 09.2014
- Responsible for MIS & Real time activities for PAN India handling from Pune location.
- Handling Three Business of Domestic Level. (Aircel, Vodafone (Email) and NSDL)
- Skill Set Alignment, Publishing Daily Performance Reports,Leakage Reports, Using CISCO Application.
- Managing Real Time Login – Logout for a floor consisting of 150 associates.
- Publishing reports such as, Interval Wise AHT, Service Levels, Shift Wise Attendance/Login report
- Providing Interval wise call type wise report to understand volumes
- Maintaining & Publishing daily attendance, downtime report, Interval wise comparison analysis, real time analysis and CADET report.
RTA & WFM Executive (Business Excellence Team) - Reporting to Team Leader
Aditya Birla Minacs Worldwide Ltd.
03.2010 - 04.2012
- Responsible for Real time activities for all three LOB’s for Aurangabad location
- Providing Interval wise call Volume Updates
- Handling a Workforce of more than 1300 Contact center Executive with regards to Queue Management, Break Management and Real Time Service level related Escalation
- Maintaining daily attendance, downtime report, Interval wise comparison analysis, real time analysis of call flow.
Education
BCA - undefined
SGBAU Amravati University
H.Sc - Science
Amravati Board
Skills
Performance enhancement techniques
Timeline
Deputy Manager – WFM Scheduling
Reliance Jio Infocomm Pvt Ltd.
12.2021 - Current
Deputy Manager - WFM
WNS Global Services Pvt. Ltd.
10.2016 - 11.2021
Assistant Manager - WFM
WNS BCS Pvt. Ltd.
10.2014 - 09.2016
Sr. WFM Executive - WFM
WNS BCS Pvt. Ltd. (Domestic Business)
04.2012 - 09.2014
RTA & WFM Executive (Business Excellence Team) - Reporting to Team Leader
Aditya Birla Minacs Worldwide Ltd.
03.2010 - 04.2012
BCA - undefined
SGBAU Amravati University
H.Sc - Science
Amravati Board