Ghanvir Duggal
Noida
Summary
A results-driven leader with over 13 years of multifaceted experience in workforce management, demand forecasting, capacity planning, and data analysis across diverse industries. Proven track record of optimizing business processes, developing predictive models, and leveraging data-driven insights to enhance decision-making and operational efficiency. Expertise in building innovative applications and automation solutions using Python, fostering cross-functional collaboration, and driving continuous improvement initiatives.
Overview
13
13
years of professional experience
Work History
Assistant Vice President
Barclays Global Services Center
Noida
09.2023 - Current
- Developed a real-time ticker board using Python to display critical call center metrics (Service Level, AHT, Abandon%, Avg Wait Time), enabling leadership to monitor performance and make timely decisions.
- Designed and deployed an interactive Tableau dashboard to provide the operations team with actionable insights into back-office performance, improving visibility into workflow efficiency, and team productivity.
- Built a forecasting application in Python with a user-friendly interface for generating short- and long-term forecasts, supporting data-driven planning, and staffing decisions for call center operations.
- Spearhead demand forecasting and capacity planning initiatives to ensure optimal workforce allocation and cost efficiency across multiple departments.
- Utilize advanced data analysis techniques to identify operational trends, inform strategic decisions, and enhance overall performance.
- Lead the development of custom applications and data-scraping solutions using Python to automate workflows and streamline business processes.
- Collaborate closely with senior leadership and cross-functional teams to align operational planning with broader business objectives.
- Implement continuous improvement measures to refine forecasting models, increasing accuracy, and minimizing resource constraints.
Senior Manager WFM
TaskUs India Pvt Ltd
Mohali
04.2022 - 09.2023
- Led the development of long-term capacity plans for global clients, providing data-driven insights to inform hiring and resource management strategies.
- Conducted rigorous analysis of forecast accuracy, comparing projected vs. actual volumes, and implemented corrective measures to improve precision.
- Delivered on key projects aimed at boosting employee engagement and customer satisfaction, contributing to business growth.
- Fostered strong relationships with stakeholders, providing actionable insights and solutions to enhance operational efficiency.
- Pioneered the creation of an internal WFM website, providing real-time insights and improving transparency for internal teams.
- Promoted to Senior Manager within a year for outstanding performance.
- Successfully developed an internal WFM website, leveraging Google Sites to centralize workforce data and reporting.
Manager WFM
TaskUs India Pvt Ltd
Indore
04.2021 - 04.2022
- Created and maintained comprehensive capacity plans, collaborating with clients to determine hiring needs and optimize resource allocation.
- Led forecasting and reporting efforts to drive operational efficiencies and meet performance targets.
- Oversaw the development of several operational dashboards using Google Data Studio, enabling data-driven decision-making across departments.
- Built a web-based hiring cadence tracker using full-stack technologies (HTML, CSS, JavaScript, Node.js, MongoDB) to streamline recruitment planning.
- Delivered multiple high-impact dashboards, significantly improving reporting capabilities and operational visibility.
- Build a hiring cadence tracker web application using HTML, CSS, JavaScript, NodeJs and MongoDB.
Deputy Manager WFM
WNS Global Services
Pune
11.2019 - 04.2021
- Supervised real-time workforce scheduling using Verint, ensuring efficient allocation of resources to meet client demands.
- Coordinated cross-functional teams to deliver timely reports on workforce outlooks and operational updates to both internal and external stakeholders.
- Introduced new processes and tools to streamline workflow management, significantly improving response times and service levels.
- Won first place in a Power BI dashboard-building competition, recognized for innovative design and functionality.
- Earned multiple accolades for exceptional performance and contributions to business operations.
Assistant Manager WFM
Ingnius Systems Pvt Ltd
Noida
03.2018 - 11.2019
- Directed the real-time management of workforce schedules using Genesys and Aspect, ensuring optimal resource allocation.
- Developed long-term forecasts and capacity plans for clients, providing strategic insights to guide hiring and operational planning.
- Managed the end-to-end transition of a major WFM support project for an Australian client, successfully establishing processes and systems for seamless operation.
- Led the transition of a high-profile project, delivering full WFM support for an international client, and received commendations for successful execution.
Team Leader WFM
Webhelp India Pvt Ltd
Gurgaon
03.2015 - 03.2018
- Managed a team of 14 workforce management professionals, overseeing scheduling and real-time monitoring for multiple clients.
- Actively contributed to client meetings, providing strategic insights and performance updates from a WFM perspective.
- Played a key role in optimizing agent schedules, ensuring alignment with business goals and improving service delivery.
- Promoted from Senior Associate to Team Leader within 12 months for consistent high performance.
- Awarded recognition for valuable contributions toward achieving company objectives and client satisfaction.
Senior Analyst WFM
Wipro Ltd
New Delhi
11.2012 - 11.2014
- Conducted detailed analysis and reporting on workforce performance, ensuring alignment with client KPIs such as service levels, AHT, and adherence.
- Provided real-time management support to meet service targets, optimising workforce utilization and reducing shrinkage.
- Developed improvements to existing reporting processes, enhancing data accuracy and operational efficiency.
- Received multiple awards for top performance, including a Certificate of Appreciation for excellence in real-time management.
Customer Care Executive
IBM Daksh
Chandigarh
01.2012 - 11.2012
- Provided exceptional customer support across multiple channels, ensuring client satisfaction and meeting performance benchmarks.
Education
Bachelors of Commerce - foreign trade
Kurukshetra University
Ambala Cantt03.2009
Higher Secondary -
Sewa Samiti Public School
Ambala Cantt03.2006
Skills
- Forecasting
- Scheduling
- Dashboard/App Building
- Leadership & Stakeholder Management
- Python Programming & Automation
- Capacity Planning
- Real-time Management
- Team Building
- Data Analysis & Visualization
- Workflow automation
- Process improvement
- Operational efficiency
Hobbies and Interests
- Singing
- Travelling
- Collecting Watches
Languages
Hindi
First Language
English
Proficient (C2)
C2
References
References available upon request.
Timeline
Assistant Vice President
Barclays Global Services Center
09.2023 - Current
Senior Manager WFM
TaskUs India Pvt Ltd
04.2022 - 09.2023
Manager WFM
TaskUs India Pvt Ltd
04.2021 - 04.2022
Deputy Manager WFM
WNS Global Services
11.2019 - 04.2021
Assistant Manager WFM
Ingnius Systems Pvt Ltd
03.2018 - 11.2019
Team Leader WFM
Webhelp India Pvt Ltd
03.2015 - 03.2018
Senior Analyst WFM
Wipro Ltd
11.2012 - 11.2014
Customer Care Executive
IBM Daksh
01.2012 - 11.2012
Bachelors of Commerce - foreign trade
Kurukshetra University
Higher Secondary -
Sewa Samiti Public School
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