Amit Malik
New Delhi
Summary
Results-driven professional with extensive experience at Wipro BPO Ltd, excelling in data analysis and stakeholder management. Proven track record in optimizing resource allocation and driving process improvements, utilizing Power BI and Excel to enhance operational efficiency. Adept at leading teams to achieve high standards and deliver impactful solutions.
Overview
13
13
years of professional experience
Work History
Deputy Manager (Resource Manager)
Wipro BPO Ltd
Gurgaon
01.2016 - Current
- Planning, budgeting, and forecasting of resources based on past year trends and future growth to help the business initiate the hiring process.
- Share the future forecast for the next 15 months with the finance team, and help them make financial decisions.
- Lead strategy plans and partner with leadership teams to create staffing models to ensure that staff is at an optimal level.
- Monitor resource load-balancing opportunities to ensure efficient coverage in each queue, to improve service level metrics.
- Make WFM decisions autonomously, with little direction, to identify and solve complex problems.
- Data analysis and interpretation help businesses solve issues and errors.
- Provide solutions through statistical reports and presentations to the leadership team.
- Provide data validation, create reports, and build and maintain dashboards.
- Drive operational efficiency and quality improvement initiatives.
- Analyze workflow and staffing work assignments to ensure operational benchmarks are met.
- Create and execute process improvement policies and procedures that impact the business. Lead analysis on metrics to identify patterns and trends in the data, and make recommendations to improve business conditions. Month-over-month data assessment by queue for adjustment opportunities.
- Defining the holiday calendar for each scheduling unit as needed.
- Provide queue and staffing performance metrics, and broader analysis on trends for the department to key stakeholders; dashboards, reports, and ad hoc report requests.
- Perform other duties as assigned.
- Bench management and redeployment as per business requirements.
Team Lead Band, 5
Concentrix Services India Pvt. Ltd
05.2014 - 05.2015
Senior Associate, Band 4
Concentrix Services India Pvt. Ltd
04.2013 - 05.2014
Associate, Band 3
Concentrix Services India Pvt. Ltd
08.2012 - 03.2013
Education
Bachelor of Business Administration -
SGI, CCS University
Greater Noida01.2010
Senior Secondary - Commerce
Virendra Public School
New Delhi01.2007
Higher Secondary -
Sandhya Public School
New Delhi01.2005
Skills
- Data analysis and reporting
- Reporting
- Risk Analysis
- Stakeholder management
- Process Improvements
- Microsoft Excel
- Microsoft PowerPoint
- Operational efficiency
- Project management
- Statistical reporting
- Workflow optimization
- Lead generation
- Time management abilities
- Cost analysis and savings
- Resource allocation
- Analytical skills
Accomplishments
- Awarded six times with a Blaze Award by the stakeholders for outstanding performance
- Rewarded with a retention bonus for being a critical resource for three consecutive years (2017-2019)
- Achieved the highest annual performance rating of 5 in 2020, rated 4 for the remaining years
- Achieved the Best Employee of the Year award in 2013
- Received a Platinum award for outstanding performance in March 2025
Tools
- Workday
- Power BI
- Microsoft Excel (specially excel)
- Internal tools to manage headcount and attrition (Ins and Out)
Timeline
Deputy Manager (Resource Manager)
Wipro BPO Ltd
01.2016 - Current
Team Lead Band, 5
Concentrix Services India Pvt. Ltd
05.2014 - 05.2015
Senior Associate, Band 4
Concentrix Services India Pvt. Ltd
04.2013 - 05.2014
Associate, Band 3
Concentrix Services India Pvt. Ltd
08.2012 - 03.2013
Bachelor of Business Administration -
SGI, CCS University
Senior Secondary - Commerce
Virendra Public School
Higher Secondary -
Sandhya Public School
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