Aman Sachdeva

• Assisted in developing project plans to ensure timely completion of tasks.
• Collaborated with team members to gather requirements and define project scopes.
• Conducted research to support data-driven decision-making for planning initiatives.
• Maintained project documentation, including schedules and progress reports.
• Coordinated meetings and communication between stakeholders to facilitate project alignment.
• Supported the identification of potential risks and developed mitigation strategies.
• Adapted quickly to changing priorities, ensuring effective handling of multiple projects simultaneously.
• Identified potential risks, implementing mitigation plans to minimize impact on project timelines.
• Prioritized schedules to meet project goals and overall customer satisfaction.
• Engaged in both long and short-term project planning, strategizing for on-time, high-quality deliverables.
• Implemented best practices in planning methodologies, resulting in increased efficiency and effectiveness across all projects.
• Presented progress reports regularly to senior management during project updates meetings.
• Developed strong relationships with stakeholders, ensuring clear communication and timely resolution of issues.
• Streamlined workflow processes for improved team productivity and project outcomes.

 Managing Capacity Planning for multi programs & multi location distributed workforce of 900

FTEs and growing which meets business targets and optimize efficiency and costs.

 Tracking Forecasts accuracy & scheduling efficiency of the program to determine the reasons for

the low performance & generating solutions for better results.

Continually monitor and review plans and make appropriate adjustments in the event of changes

and unforeseen circumstances.

 Identifying the changes in business and functional initiatives, which will have direct impact on Planning & Forecasting.

 Periodical business reviews with Operations to improve on Capacity Planning/Audits on WFM

deliverables.

 Periodical connect with Recruiting team and Training team to show them changes of future

classes based on actual & trends.

 Hosting weekly headcount validation call with Ops to match headcount from Production, LOA,

Transition and Training.

 Maintaining both short-term and long-term capacity plans to meet the client requirement and

for internal financial budgeting.

 Maintaining Seat reservation to ensure adequate seats are available for operations.

 Making hiring plans, initiating classes based on number of FTE required.

 Analyze FTE movements and determine attrition trends for the project.

 Handling capacity Planning on the excel tool and as well as now automated it on the enterprise capacity planning (ECP) tool.

 Handling the seat utilization and updating on C-Map (Centralized tool).

 Providing help to other team mates to automate capacity planning on ECP tool.

 Successfully lead a pilot project with Vodafone New Zealand, a project of around 800 FTEs across New Zealand and India and growing.

 Established a healthy, collaborative and supportive environment between various internal

department within Vodafone New Zealand (Client) and Tech Mahindra Limited (Partner) by

supporting them from WFM prospective.

 Established a team of successful WFM professionals to support client requirements from

planning, scheduling, real time management and contact center management perspective.

 Actively involved in planning and execution of proposed process transitions and business

improvements in pipeline.

 Organizing and leading internal reviews with internal and client stakeholders to drive

performance and discuss around new initiatives.

 Actively involved in discussions around forecast sign off and impact assessments with clients

around new initiatives, trainings and cross skilling etc.

 Preparing schedules and managing team of Real time analysts.

 Organizing and leading conversations with various internal departments like Recruitment,

Training, Operations to ensure performance stability at contact center.

Held position of WFM Lead in Global Command Center for IVH Domain between December 2016 and May 2019.

Drove team efficiency by encouraging professional and personal growth initiatives.

Achieved organizational goals by inspiring team members towards collective success.

Cultivated a culture of motivation and accountability within the team.

Enhanced team productivity through targeted professional development initiatives.

Inspired team members to achieve shared goals while fostering accountability.

Created weekly work schedules for Aetna Healthcare Greenville across multiple lines of business.

Monitored operational metrics to ensure compliance with service level agreements.

Administered real-time attendance tracking, schedule adherence, and shrinkage oversight.

Formulated strategies to address discrepancies between actual performance and planning.

Produced daily RTA sheets, MTD shrinkage files, and various performance reports.

Engaged in ongoing client communication regarding ID management and reporting needs.

Achieved recognition as best performer of the quarter and Start Awards in Sr. Tech Support role for Virgin Media UK.

Led team to enhance NPS metrics during supervisor absence.

Provided technical support over 2.5 years, ensuring optimal service delivery.

Transitioned to Sr. Advisor role for United Airlines, supporting operations for one year until process ramp-down.

Served as advisor for Platinum Airtel process from March 2011 to April 2013.

Achieved recognition through various awards, including Best Performer of Quarter and Year.

Received Shabaash and Star awards for outstanding performance in role.

Contributed to success at Concentrix Daksh and IBM Daksh during tenure.