Ajay kumar
Gurgaon
Summary
Dynamic WFM Team Leader at Teleperformance Global Services with expertise in resource allocation and capacity planning. Achieved a 15% increase in team efficiency through strategic performance evaluations. Proficient in advanced Excel and skilled in team leadership, driving operational excellence and ensuring service level adherence.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Team Leader WFM/MIS
Teleperformance global services
04.2023 - Current
- Streamlined end-to-end WFM scheduling operations, aligning staffing with forecasted demand and budget constraints to optimize resource allocation.
- Developed capacity plans that transformed demand forecasts into actionable staffing requirements.
- Executed hiring and resource distribution strategies for seasonal workforce needs, facilitating timely staffing fulfillment.
- Achieved a 15% increase in team efficiency through systematic performance evaluations.
- Led team in daily operations and task assignments to enhance workflow efficiency.
WFM Planning and scheduling
Teleperformance global services
06.2022 - 04.2023
- Adjusted intraday schedules based on performance data, ensuring service level compliance.
- Optimized interval-level schedules of 15 to 30 minutes to improve schedule adherence and reduce staffing discrepancies.
- Monitored real-time performance metrics and identified capacity gaps, recommending adjustments to meet SLA targets.
- Proactively managed shrinkage by tracking attendance, leaves, and training events to uphold service levels.
Subject Matter Expert
Teleperformance global services
08.2021 - 06.2022
- Guided teams on compliance standards and best practices to ensure adherence and mitigate risks.
- Resolved customer issues by managing product escalations to enhance satisfaction and retention.
- Collaborated with cross-functional teams to enhance service delivery processes.
- Developed training materials to onboard team members and new hires, facilitating smoother integration.
- Provided Relationship Managers with close reports for informed decision-making.
Subject matter expert
Allianz Partner
03.2019 - 12.2020
- Led team to achieve specific goals and objectives, resulting in enhanced performance.
- Guided and mentored team members, resulting in improved skill development and collaboration.
- Managed product escalations to resolve customer issues, leading to increased customer satisfaction.
Education
Bachelor of technology (ME) -
Jawaharlal Technological University Kakinada
12.2017
Intermediate of science -
Bihar School Examination Board
01.2011
Skills
- Advanced Excel and Power BI
- Resource allocation and capacity planning
- Performance evaluation and forecasting
- Service level adherence
- SQL and Python proficiency
- Schedule optimization and time management
- Team leadership and meeting facilitation
- Strategic planning and client communication
- Strong command on NICE, IEX,Variant and other tools
Certification
• Lean Six Sigma
• Power BI
• Scheduling
• Capacity and Planning
• Certified GWFM Certification
• Power BI
• Scheduling
• Capacity and Planning
• Certified GWFM Certification
Projects
Performance Report Automation- Power Bi, 02/25, 06/25, Automated MIS report generation using Power BI for enhanced leader insights., Streamlined reporting process with Power BI, similar to review insights provided by leaders. ControlZone: Shrinkage Minimization Initiative, 11/24, 01/25, Reduced unplanned absenteeism by 12%., Improved shrinkage control model., Achieved a 12% decrease in unplanned absenteeism over 3 months.
Awards
- H2 Award, 07/24 - 12/24, Teleperformance global services
- R&R Award, Teleperformance global services
Languages
- English
- Hindi
Timeline
Team Leader WFM/MIS
Teleperformance global services
04.2023 - Current
WFM Planning and scheduling
Teleperformance global services
06.2022 - 04.2023
Subject Matter Expert
Teleperformance global services
08.2021 - 06.2022
Subject matter expert
Allianz Partner
03.2019 - 12.2020
Bachelor of technology (ME) -
Jawaharlal Technological University Kakinada
Intermediate of science -
Bihar School Examination Board