Ashish Sharma
Hyderabad
Summary
Versatile Assistant Manager WFM boasting experience in managing workforce schedules, forecasting demand, and creating efficient staffing plans. Demonstrated strengths include strong analytical skills, effective communication with team members, and adeptness at multi-tasking under high-stress environments. Committed to improving operational efficiency and productivity by optimizing resource utilization. Proven track record of significantly reducing costs and enhancing customer satisfaction in previous roles.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Assistant Manager – WFM (Client – Google)
Teleperformance
Hyderabad
04.2024 - Current
- Leading a team of 7 RTA and 3 MIS executives, ensuring accurate real-time adherence, and seamless reporting.
- Managing billing and invoice processes to monitor and control operational costs.
- Utilizing advanced analytics to drive operational improvements and enhance productivity.
- Developing and maintaining dashboards for daily, weekly, and monthly performance tracking using tools such as Google Looker Studio, PLX Dashboard, and Google Sheets.
- Collaborating with operations and support teams to deliver strategic insights and actionable performance metrics.
- Overseeing capacity management to align staffing with forecasted demand and service-level goals.
Assistant Manager - WFM (Client - CDK Global)
Genpact India PVT LTD
Hyderabad
04.2023 - 02.2024
- Streamlined transition processes by identifying inefficiencies and implementing targeted improvements.
- Improved overall project success rates with the development and execution of detailed transition plans.
- Demonstrated exceptional problem-solving skills when faced with unexpected obstacles during the installation process.
- Contributed valuable insights during high-level strategic planning sessions by analyzing relevant data points tied closely with overarching organizational goals/targets being pursued at any given moment.
- Optimized database performance, implementing effective data storage solutions to minimize redundancy.
Team Lead WFM (Client - Google)
Genpact India PVT LTD
Hyderabad
11.2017 - 04.2023
- Conducted regular audits of workforce management tools, ensuring accurate data input and system integrity.
- Played a pivotal role in maintaining a high standard of customer experience by proactively adjusting resources in response to changing business needs.
- Monitored real-time adherence, identifying potential risks to service delivery goals and taking corrective actions when needed.
- Established strong relationships with cross-functional teams to ensure seamless integration of new employees into their roles.
- Automated multiple reporting tasks through creation of reporting tools in Google Data Studio & Google Plex Dashboard.
Community Operations Analyst at Facebook
Genpact India PVT LTD
Hyderabad
07.2016 - 10.2017
- Streamlined moderation processes by implementing effective content filtering tools and techniques.
- Improved internal communication by providing constructive feedback on content moderation tools and systems to the development team.
- Maximized operational efficiency within the moderation team via regular refinement of workflows and task distribution strategies based on performance analytics insights acquired over time.
Process Developer
PensioTech Private Limited
Hyderabad
09.2015 - 04.2016
Senior Phone Banking Officer
ICICI Bank Limited
Hyderabad
02.2014 - 08.2015
Senior Support Executive
Polaris Financial Technologies Private Limited
Hyderabad
05.2012 - 01.2014
Education
Bachelor of Commerce (Computers) -
Sree Venkateshwara Dr College
Hyderabad2012
New Era Jr College
Hyderabad, TG2009
Skills
- Team Handling
- ETL processes & Report Preparation
- Performance metrics evaluation and data analysis
- Scheduling management
- Cross-functional collaboration
- Budget management
Education
other,other
Certification
- Generative AI - Beginner certified (Genome Genpact Learning Tool)
- Generative AI - Intermediate certified (Genome Genpact Learning Tool)
- Green Belt Trained & Tested
Timeline
Assistant Manager – WFM (Client – Google)
Teleperformance
04.2024 - Current
Assistant Manager - WFM (Client - CDK Global)
Genpact India PVT LTD
04.2023 - 02.2024
Team Lead WFM (Client - Google)
Genpact India PVT LTD
11.2017 - 04.2023
Community Operations Analyst at Facebook
Genpact India PVT LTD
07.2016 - 10.2017
Process Developer
PensioTech Private Limited
09.2015 - 04.2016
Senior Phone Banking Officer
ICICI Bank Limited
02.2014 - 08.2015
Senior Support Executive
Polaris Financial Technologies Private Limited
05.2012 - 01.2014
Bachelor of Commerce (Computers) -
Sree Venkateshwara Dr College
New Era Jr College
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