Bikram Singh
New Delhi
Summary
WFM professional with extensive experience at EY, specializing in resource management and capacity planning. Demonstrated success in stakeholder engagement and team leadership, resulting in improved operational efficiency. Expertise in Power BI and training, consistently providing actionable insights to drive performance and meet business goals.
Overview
18
18
years of professional experience
Work History
Associate Manager - WFM/EM
EY
10.2022 - Current
- Leading WFM for US, EMEIA and Asia pacific market in Resource management, Deployment and operational tasks.Managing 1K+ resources in business.
- Managing a profile of WFM with capacity planning, forecasting, scheduling, resource management.
- Leading a team of 4 Plus members, had an experience of leading 20+ team members.
- Internal and external Stakeholder Management is one of the most important deliverables
- Implementing WFM practices in new LOBs
- Involved in Daily, Weekly & Monthly connect with Leadership team and work towards business improvement
- Involved in WFM and Resource management training and Coaching.
- Checking mechanism and Hygiene control
- Keeping a close track or service line specific resource utilization
- Sharing Budget vs Actuals report with business and connect with them to ensure variance is low.
- Working towards Best Planning (WFM) & Reporting practice.
- Keeping a close track of team's performance and share feedback for their growth and improvement.
Assistant Manager - WFM
Wipro Ltd
03.2018 - 10.2022
- Joined Wipro as an Senior Executive in WFM and later got promoted as Assistant Manager in June 2021.
- Supported US, EMEIA and APAC market from a WFM perspective
- Prepared Capacity Planner and based on that prepare long term, mid term staffing plan
- Worked on the hiring plan based on the proposed numbers
- Directly involved with stakeholders to manage and achieve goals
- Forecasting and Scheduling were at a Weekly, Monthly and quarterly basis
- Constant communication was with stakeholders for addressing concerns and Improvement plans
- Constantly worked with the team to capture the areas of opportunity and increase efficiency
- Collaborated with stakeholders to improve planning and right staffing for the projected work load.
Associate (MCA) - WFM
Teleperformace
06.2017 - 03.2018
- Worked as a Real Time Analyst, handling different accounts, markets and stake holders.
- Kept track on SLA, staff attendance, staff performance, Reporting
- Worked with onshore and offshore clients.
- Play point of contact for any escalations or special ask from clients
- Provide meaningful insights for Budget planning in terms of
Senior Associate (Customer Support and RTA)
Wipro Ltd
11.2011 - 06.2017
- Worked as a Technical support in UK account for 3 years. Later got progressed as RTA and worked for 2.5 years
- Worked on SLA management and used to sent intra-day,weekly reports to business.
- Maintained staffing/attendance tracker and published with business.
- Connected with client and internal stakeholders daily, weekly to ensure all business KPIs are met.
- Handled weekly performance review call with clients
- Shared Weekly/Monthly reports with clients on the performance trending
- Advised clients on FTE Estimation and future demand/shortfall
- Transition Management.
Customer Support - Operations
IBM Daksh
11.2007 - 09.2011
- Dealt with customers' queries and resolved on the calls.
- Focused on quality of services
- Worked as a Subject Mater Expert in the account.
Education
Bachelor of Arts - English
Vidyasagar University
Midnapore09-2007
High School Diploma -
WBCHSE
Kharagpur, West Bengal08-2004
Secondary -
WBBSE
Kharagpur, West Bengal05-2002
Skills
- Resource management and capacity planning
- Forecasting and scheduling
- Bench and RTA management
- Stakeholder and team management
- Reporting and data analysis
- Training and coaching
- ProFinda, Retain, IEX, Jigsaw tools
- Mi Net and Avaya proficiency
- Microsoft Office suite
- Power BI expertise
- Generative AI and MS Copilot knowledge
- Six Sigma and Lean methodologies
Sector Experience
- BPO
- Financial Services & Consulting @ EY (Big 4)
- Healthcare & Life Sciences (MDPS)
- Technology & Telecom
Hobbies and Interests
- Cooking
- Drawing
- Music
- Friends & Family
Technical Skills And Certifications
- ProFinda tool trained
- Retain tool Trained
- IEX
- Jigsaw tool
- Mi Net
- Avaya
- MS Office
- Power Bi
- Generative AI certified
- Trained on MS Copilot
- Six Sigma and Lean certified
Personal Information
- Father's Name: Kashinath Singh
- Mother's Name: Gouri Bala Singh
- Nationality: Indian
- Marital Status: Married
- Religion: Hinduism
Timeline
Associate Manager - WFM/EM
EY
10.2022 - Current
Assistant Manager - WFM
Wipro Ltd
03.2018 - 10.2022
Associate (MCA) - WFM
Teleperformace
06.2017 - 03.2018
Senior Associate (Customer Support and RTA)
Wipro Ltd
11.2011 - 06.2017
Customer Support - Operations
IBM Daksh
11.2007 - 09.2011
Bachelor of Arts - English
Vidyasagar University
High School Diploma -
WBCHSE
Secondary -
WBBSE