Summary
Overview
Work History
Education
Skills
Languages
Certification
Software
Work Availability
Accomplishments
Work Preference
Timeline
Generic

Dipayan Bhattacharya

Workforce Management and Analysis
Delhi

Summary

Dedicated to keeping optimal staffing levels to meet service needs. Skilled at delivering new-hire training on attendance issues, as well as monitoring workflow patterns and managing schedule changes. Writing detailed reports, maintaining tracking spreadsheets and generating forecasts.

Overview

9
9
years of professional experience
1
1
Certificate

Work History

Asst. Manager WFM

Teleperformance
8 2023 - Current
  • Improved workforce efficiency by optimizing employee schedules and resource allocation.
  • Monitoring team progress and ensuring deadlines are met.
  • Collaborating with Sr. Leadership and reviewing procedures or policies to optimize work culture on a daily basis.
  • Reviewing roster schedules on a daily and weekly basis.
  • Handling client calls related to planning call, WBR, MTD, YTD, etc.
  • Manpower planning.
  • Used statistical methods to analyze data and generate useful business reports.
  • Produced monthly, weekly, and yearly reports using advanced functions in Analytics tool (Excel spreadsheet, PowerBi, MS PowerPoint, and Word).
  • Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of the best placement for needed resources.

Team Lead - WFM

iEnergizer IT PVT. LTD.
03.2019 - 07.2023
  • Delegated daily tasks to team members to optimize group productivity
  • Monitored team progress and enforced deadlines
  • Collaborated with management team to implement new work procedures or policies
  • Followed stang strategies to achieve production goals
  • Created workforce planning and development models for quarterly scheduling and processes
  • Analyzing business performance data and forecasting business results for upper management
  • Created and updated different documents, reports and spreadsheets with software such as [Excel, Word, PowerPoint, etc.].

Team Lead

Cogent E Services
03.2017 - 05.2018
  • Identied areas of deciency and performed root-cause analysis to solve problems
  • Engaged employees to create a safe, energetic work environment through feedback and recognition
  • Identied areas for improvement and implemented new processes to enhance overall company quality and performance
  • Oversaw implementation of procedures, goals and objectives within operations
  • Developed action plans based on analysis ndings and implemented solutions
  • Developed employee talent to drive engagement, resulting in advancement within company.

Customer Care Executive

Magus Customer Dialog
08.2015 - 02.2017
  • Performed needs analysis and presented options based on ndings to help customers make decisions
  • Processed customer account changes with proprietary software
  • Resolved customer inquiries and complaints requiring management-level escalation.

Education

Bachelor of Arts -

Subharti University
Meerut
04.2001 -

High School Diploma -

CBSE
Delhi
04.2001 -

Skills

Workforce Management Tools {IEX, Aceyus (CCR), HMT, Nuance Web Portal, Live Person (Conversation Cloud), CRO}

Languages

Hindi - Native
English - Professional

Certification

[PowerBi] Training - [June'24 - August'24]

Software

Microsoft Excel

PowerBi

Microsoft PowerPoint

Microsoft Office

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments

  • Documented and resolved [Non - Adherence] which led to [Low delivery in Window Start].
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Supervised team of [15-20] staff members.

Work Preference

Work Type

Full Time

Location Preference

RemoteHybridOn-Site

Important To Me

Career advancementWork-life balanceCompany CulturePersonal development programsPaid time offHealthcare benefitsFlexible work hoursPaid sick leave

Timeline

[PowerBi] Training - [June'24 - August'24]

08-2024

Team Lead - WFM

iEnergizer IT PVT. LTD.
03.2019 - 07.2023

Team Lead

Cogent E Services
03.2017 - 05.2018

Customer Care Executive

Magus Customer Dialog
08.2015 - 02.2017

Bachelor of Arts -

Subharti University
04.2001 -

High School Diploma -

CBSE
04.2001 -

Asst. Manager WFM

Teleperformance
8 2023 - Current

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Dipayan BhattacharyaWorkforce Management and Analysis