Summary
Overview
Work History
Education
Skills
Keyfunctionalstrengths
Toolsexperience
Work Availability
Languages
Timeline
Generic
Anup Kumar Jaiswal

Anup Kumar Jaiswal

Hyderabad

Summary

Highly skilled in Supply planning, Invoicing, Workforce planning and resource management within fast-paced environment. Developed expertise in Capacity planning, Forecasting, Invoicing, data analysis, scheduling, and optimizing workforce efficiency. Seeking to leverage transferrable skills in new field to drive impactful organizational improvements. Track record of effective communication and problem-solving, ensuring operational efficiency and team cohesion.

Overview

18
18
years of professional experience
4
4
Languages

Work History

Supply Planning and Workforce Management

Wipro Technologies
09.2022 - Current
  • Handling end to end Supply planning, Invoicing and workforce management planning and execution.
  • Work on Invoice for estimates, Revenue Accruals and Final billing for the process
  • Prepared and maintained reports, dashboards and monthly packages.
  • Optimized schedules, forecasts and other tools to present to management.
  • Conducted regular audits of workforce systems, ensuring accurate data entry and compliance with company procedures.
  • Contributed to the design of streamlined workflows for more efficient day-to-day operations within the organization.
  • Leading a team of strong workforce managers and leads.

Advisor, Resource Management

Dell Technologies
07.2019 - 09.2022
  • Currently handling the ISG HES and ESG queues and providing support related to CCO Capacity Planning, Scheduling and Real time support
  • Capacity planning to ensure right staffing is available to support the volume to meet defined SLA and SLO
  • Weekly Outlook review with Queue Director and Senior Managers of various Line of businesses to discuss the KPI performance and future volumes and staffing projection
  • Shrinkage and holiday planning to safeguard the staffing throughout the year
  • Discuss forecast volume and build capacity plan to cater to right schedules for voice and multichannel LOBs
  • Onboard the new queues onto CCO support of workforce tool and train teams and managers regarding usage of tools for better Productivity management
  • Experienced in Client Support Group queues like Premium support, Premium chat, and DSP - Handled Headcount reconciliation, Headcount planning on Interval level and end to end workforce for the queues

Workforce Specialist

Google India Pvt ltd
01.2017 - 06.2019
  • Responsible to deliver workforce end to end support for the process
  • Manpower planning to ensure right capacity is available to support the volume to meet SL
  • Track, Measure and report out any deviation in the shrinkage threshold on team level
  • Prepare and Present weekly and monthly business review to show the achieved numbers against the defined Operational key responsibility
  • Derive the Headcount required against the overall volume shared by client for the entire year on Quarterly and weekly basis
  • Work closely with HR and recruitment team to make sure the approved Headcounts are available through hiring on weekly basis
  • Manage and reduce cost in Transport through optimum utilization of roster

Senior Workforce Executive

10.2014 - 01.2017
  • Part of the Central workforce team specialized in Scheduling and planning for EMEA region
  • Coordinate planning to ensure right amount of staffing is available as per forecast volume to manage the SLA of clients
  • Scheduling for Clients like Amazon UK, Brother, ViaSat and Shared Services
  • Ensure the Labor law legislation is followed while scheduling
  • Discussing Deviation on planning call to identify improvement in deliverables and SLA
  • Focus on Cost like Bill to Pay, per minute billing to improve Cost factor
  • Scheduling all off phone activities based on active forecast & intraday statistics Processing attendance & payroll to ensure timeliness and accuracy
  • Responsibly lead a team of few Workforces Analyst to ensure Schedule efficiency

Process Developer and Senior WFM

GE Capital
08.2006 - 09.2014
  • Ensuring that Service level, Abandonment, occupancy & KPI goals are met by monitoring & adjusting schedules based on active forecast, intraday statistics
  • Adjusting weekly schedules based on forecasted volume & handle times
  • Approving & Scheduling time off & overtime based on active forecast & intraday
  • Monitored call center and remote technical agents using scheduling software and ACD system daily to ensure schedule adherence
  • Worked closely with other team members to effectively coordinate off-line activities based on volumes and staffing across all sites and business units
  • Monitored and analyzed daily, weekly, monthly, Business Units demand and capacity and reacted accordingly to drive results
  • Internal Job Posting to WFM as a Workforce Specialist for Customer care, Sales finance, and Risk Management
  • SME for New hire Batch to help then upskill on phone
  • Reporting Analyst for Collections Efficiency Metrics, Site Individual Performance Bell Curve
  • Sorting out payments plans on delinquent account
  • Phone Agent for Collection process collecting on Early & Late-Stage accounts

Education

MBA - Financial Management

Sikkim Manipal University
Indri, India
04.2001 -

Skills

Operations

Multi-Site Management

Workforce Management

Invoicing on excel and Anaplan

Forecasting

Capacity Planning

Scheduling

Intra-day management

RFP & RFQ

Financial

Vendor Management

Project deployment

Data Analytical and Problem-Solving Skill

Strong Communications skill

Team Management

CX Experience

Interpersonal skills

Stakeholders management

Service standards development

Lean

Six Sigma

Crisis management

Analytical skills

Client engagement

Business performance communication

Keyfunctionalstrengths

  • 15 Years of overall work experience in service industry, with 12 years in Workforce management with different Operations.
  • Has excellent interpersonal and communications skills with abilities to handle Stakeholders management.
  • Proficient in managing & leading teams for running successful process operations and experience of developing procedures, service standards for business excellence and meeting Service level Agreement and Offering - SLA and SLO.
  • Implemented Lean and Six Sigma ideas with extensive scope of responsibility, proven success, and track record of delivering finest results in high-growth environments through initiatives that exceeded operational performance targets that yielded quantifiable outcomes.
  • Improvement in operations.
  • Cost reductions through improved system and process performance.
  • Productivity and Revenue Growth with Optimization of resource.
  • Possess excellent interpersonal, communication & organizational skills with proven abilities in client engagement & effective crisis management.
  • Strong analytical skills with capability to analyze & present information in multiple views.
  • Building strong relationship with both external and internal stakeholders to identify and communicate business performance, status, potential risks, and goal achievement.

Toolsexperience

  • Tableau
  • Power BI
  • EWFM Aspect
  • IEX - Internet Exchange
  • Verint Impact 360
  • Avaya CMS
  • Google Suite
  • Microsoft Office 365

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages

English
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
Telugu
Elementary (A2)
Bengali
Elementary (A2)

Timeline

Supply Planning and Workforce Management

Wipro Technologies
09.2022 - Current

Advisor, Resource Management

Dell Technologies
07.2019 - 09.2022

Workforce Specialist

Google India Pvt ltd
01.2017 - 06.2019

Senior Workforce Executive

10.2014 - 01.2017

Process Developer and Senior WFM

GE Capital
08.2006 - 09.2014

MBA - Financial Management

Sikkim Manipal University
04.2001 -

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Anup Kumar Jaiswal