ANINDYA DAS
Hooghly
Summary
Results-driven professional with strong analytical and statistical skills, dedicated to developing proactive business solutions while delivering exceptional customer service. Proven success in leveraging data insights to drive process improvements and enhance client satisfaction. Seeking to contribute expertise within a dynamic organization committed to innovation and excellence.
Overview
18
18
years of professional experience
Work History
Manager WFM I
HSBC Electronic Data Processing Pvt Ltd
Bangalore
08.2023 - Current
- Manage Entire Project Delivery Team
- Develop Robust Scheduling for Fraud Ops Contact center
- Manage Stake holder and plan the resource management
- Work with Forecasting and Capacity Planning team for proper optimization and Utilization of resources
- Strategic Planning
Program Manager I
Amazon India Pvt. Ltd
Hyderabad
10.2021 - 08.2023
- Manage Entire Program Delivery Team
- Develop Robust Capacity Planning with using 100% flex capacity
- Manage Stake holder and plan the resource management
- Working on automation on various reporting project
Senior Work Flow Analyst
Amazon India Pvt. Ltd
Hyderabad
01.2021 - 10.2022
- Oversaw NA workflow for a single site.
- Developed and managed scheduling for a workforce of 1200 employees.
- Manage stakeholders and create a bridge between Ops, CP, HCP, and GCC.
- Manage multiple reports within support operations.
- Involved in the Occupancy initiative across CS India.
- Contributed significantly to the SA and SC project at the CS India level.
Senior Consultant
Capgemini India Pvt. Ltd
Kolkata
03.2017 - 01.2021
- Manage Work forces activity for Capgemini Service Desk (Work Load Analysis, Forecast, Capacity Planning & Scheduling)
- Headcount Management (Project Code Management, SO creation)
- Financial Management (Budget discussion, Cost reduction activity)
- Resource Optimization & Automation
Associate Business Process Consultant
Capgemini India Pvt. Ltd
Noida
08.2015 - 03.2017
- Work inventory management on Site level
- Coordinate with onsite WFM Consultant and operation team on workload management
- Delivering strategy for Resource planning on Site Level
- To ensure Customer Satisfaction on delivery of reports coupled with Team Performance
- Review Business Plans & Executions on Weekly, Monthly and Quarterly intervals with the Departmental Managers and Process Owners
Sr. Work Force Coordinator
SITEL Ltd.
Mumbai
09.2014 - 08.2015
- Coordinate the interface between Operation and Planning team, scheduling team & GCC
- Developing models and reporting guidelines needed for analysis, measurement and/or assessment of volume and productivity data
- To design develop and deploy Contact Centre MIS for the Internal and External Customers
- Delivering Plans for Resource utilization and Capacity Planning as per the business requirements and making recommendations
- Provide Performance analysis intraday on resource management and KPI Delivery
- Representing Workforce Management over Client Calls
- KPI delivery with business hygiene by way of detecting and making recommendations on Process leakages
Lead WFM Analyst
IBM Daksh (Concentrix) Pvt. Ltd
Kolkata
10.2010 - 09.2014
- Management Reporting on Call Flow, Productivity, SAR & Exceptional report along with GAP Analysis
- Core competency is with Command Centre wherein profile responsible for RTA
- KPI Delivery day to day basis on Service Levels and abandonment
- Tracking Adherences to maintain the basic Hygiene
- Input Sharing on Forecasting and Scheduling
- Timely check on Contact Centre Volume and coordinating on proper delivery of offered deviations
- Preparing schedule for account in blue pumpkin tool
- Update and maintain employee database in Blue pumpkin
- ID management for the account
- Work on a various projects (BCP plan, Bay allocation for seat utilization)
Sr. CSR
IBM Daksh (Concentrix) Pvt. Ltd
Kolkata
03.2007 - 10.2010
- Handling inbound call & Email contact
- Driving CSAT, adhere Quality matrices
- Work as project SME
Education
Graduate in Arts - Geography, Economics
Chandannagore collage
MCDST - Microsoft Certified Desktop Support Technician
Microsoft
MCSA - Microsoft certified System Administrator
HCL
SWIFT JYOTI -
NIIT
Skills
- Strategic Planning
- Program Management
- Forecasting
- Capacity Planning
- Scheduling
- RTA
- Real-Time Operations Management
- Service Management
- Management Information System (MIS)
- Project Management
- Implementation
- Performance Management
- Effective Team Coordination
Projects
- Idle Utilization & Aux Management
- Report Rationalization
- Transport Cost Optimization
- Occupancy Project & Resources utilization
- Capacity Planning Dashboard
Contact Centre Applications
- IEX 3.12 and 4.6 (R3 and R4)
- Avaya – CMS
- Blue pumpkin (impact 360)
- Exony
- Odigo (3.1 & 4.1)
- Dimelo
- Genesys
Accomplishments
- Two time Start Employee award winner for exceptional performance.
- Received Gem Award for Transport Cost Optimization.
- Rising star award winner for 2016
- Xtra-mile award winner for Innovation.
- Jedi Award for Efficient stake holder management
- Stakeholder Champion Award.
Softskills
- Good Communication
- Quick Learner
- Coordination Skills
- Motivator
- Positive Outlook
Languages
- Hindi
- English
- Bengali
Hobbies and Interests
- Painting
- Music
Personal Information
- Father's Name: Bhim Chandra Das
- Date of Birth: 01/01/81
Timeline
Manager WFM I
HSBC Electronic Data Processing Pvt Ltd
08.2023 - Current
Program Manager I
Amazon India Pvt. Ltd
10.2021 - 08.2023
Senior Work Flow Analyst
Amazon India Pvt. Ltd
01.2021 - 10.2022
Senior Consultant
Capgemini India Pvt. Ltd
03.2017 - 01.2021
Associate Business Process Consultant
Capgemini India Pvt. Ltd
08.2015 - 03.2017
Sr. Work Force Coordinator
SITEL Ltd.
09.2014 - 08.2015
Lead WFM Analyst
IBM Daksh (Concentrix) Pvt. Ltd
10.2010 - 09.2014
Sr. CSR
IBM Daksh (Concentrix) Pvt. Ltd
03.2007 - 10.2010
Graduate in Arts - Geography, Economics
Chandannagore collage
MCDST - Microsoft Certified Desktop Support Technician
Microsoft
MCSA - Microsoft certified System Administrator
HCL
SWIFT JYOTI -
NIIT
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