Anantkrishna Deshpande
Bangalore
Summary
Expert workforce management professional bringing 18 years of expertise in workforce planning, forecasting, cost optimization, Annual Budgeting, scheduling & real-time management. Experienced in working with all WFM tools like Avaya CMS, Aspect, and IEX. Expert in managing Inbound, Outbound & Back office BPO/ITES business. Experienced working with billing models like the Line Adherence model, Transaction-based model, PCM model, service-based model, FTE-based model, etc. Demonstrated good stakeholder management, decision-making ability, problem-solving & communication ability throughout the tenure. A good team manager believes in grooming & uplifting the team members consistently.
Overview
20
20
years of professional experience
Work History
Senior Manager, CX WFM Planning
Flipkart Internet Private Limited
Bangalore
09.2014 - 03.2026
- Implemented and achieved annual operating plan targets
- Implemented strategies for efficient budget planning
- Implemented effective strategies for accurate long-term and short-term projections.
- Developed long-term and short-term planning strategies
- Optimized expenses
- I collaborated with cross-functional teams to optimize partner relationships.
- Skilled in new business planning and cost computation, ensuring successful execution.
- Effectively communicated with and addressed the needs of both internal and external parties
- Consistently applied critical thinking to effectively resolve complex issues
- Demonstrated expertise in team management, grooming, and performance improvement
Team Leader, Work Force Management
Aegis Limited
Bangalore
08.2011 - 09.2014
- Streamlined operations through effective forecasting, capacity planning, and smooth implementation of new business transitions.
- Implemented a streamlined roster system to optimize staffing.
- Implemented effective resource management strategies
- Enhanced client engagement through effective communication and relationship-building strategies
- Enhanced operational efficiency through efficient seat utilization and strategic planning
- Streamlined operations through real-time management and reporting, incentive calculations, and accurate payroll input.
Executive, Real Time Management
Aditya Birla Minaca
Bangalore
11.2007 - 08.2011
- Implemented real-time management techniques in an Inbound voice-based business using a Line adherence model.
- Ensured accurate and timely reporting of Line Adherence, shrinkage, and APR data.
- Managed queue assignments in Avaya CMS based on defined criteria, and monitored call flow to meet Service Level and Abandoned targets.
- Successfully monitored downtime and collaborated with both clients and the internal IT team to drive efficient resolution.
- Developed efficient seat allocation techniques resulting in improved distribution of seats.
Customer Care Executive
HTMT Global Solutions Limited
Bangalore
08.2006 - 10.2007
- Handled Customer calls for a Telecom Postpaid process following training and Standard call handling procedures.
- Maintained accurate and comprehensive call records on CRM for effective documentation and solutioning assistance to the back office team.
Education
Bachelor of Commerce - Commerce
Bangalore University
Bengaluru, KA2006
PUC - Commerce
Government Pre University College, Adugodi
Bengaluru, KA2003
SSLC - 10th
K E Boards Higher Secondary School
Dharwad, KA2001
Skills
- Workforce management
- Demand and supply management
- Annual budgeting and forecasting
- Strategic planning and implementation
- Stakeholder and team management
- Decision-making and problem-solving
Languages
English
Upper Intermediate
B2
Hindi
Upper Intermediate
B2
Kannada
Advanced
C1
Hobbies and interests
- Traveling
- Playing Shuttle cock
- Listening to Music
- Watching Movies
Timeline
Senior Manager, CX WFM Planning
Flipkart Internet Private Limited
09.2014 - 03.2026
Team Leader, Work Force Management
Aegis Limited
08.2011 - 09.2014
Executive, Real Time Management
Aditya Birla Minaca
11.2007 - 08.2011
Customer Care Executive
HTMT Global Solutions Limited
08.2006 - 10.2007
SSLC - 10th
K E Boards Higher Secondary School
PUC - Commerce
Government Pre University College, Adugodi
Bachelor of Commerce - Commerce
Bangalore University