GYANENDRA DUBEY
Delhi
Summary
Results-driven Workforce Management and Operations Professional with 8+ years of experience in BPM and customer service operations, specializing in Real-Time Management, Forecasting, Scheduling, Capacity Planning, Team Leadership, and Operational Excellence. Currently working as an Acting Team Lead at Genpact India Pvt. Ltd., managing a team of 16 customer service professionals.
Overview
2
2
Languages
12
12
years of professional experience
Work History
Acting Team Lead
Genpact India Pvt. Ltd.
01.2025 - Current
- Managed team of 16 customer service professionals to enhance operational excellence.
- Drove team performance on SLA, productivity, quality, and customer satisfaction metrics to meet organizational goals.
- Conducting coaching sessions, performance reviews and team huddles.
- Managing escalations and acting as the primary point of contact for stakeholders.
- Led employee engagement and performance improvement initiatives to foster a positive work environment.
Senior Real Time Analyst
Genpact India Pvt. Ltd.
05.2017 - 12.2024
- Managed real-time operations across multiple lines of business to ensure optimal service delivery.
- Performed intraday management, monitored queues, and adjusted staffing to meet service level targets.
- Monitored Service Level, AHT, Occupancy, Shrinkage, Adherence and Productivity.
- Partnered with operations teams to avoid SLA misses and optimize staffing.
- Published daily, weekly, and monthly MIS reports and dashboards to provide insights for operational decision-making.
- Published daily, weekly and monthly MIS reports and dashboards.
Senior Process Associate
Barclays Shared Services
01.2015 - 09.2016
- Managed banking back-office operations, ensuring adherence to quality and compliance standards.
- Supported operational reporting and productivity tracking initiatives to enhance decision-making processes.
- Executed daily operational tasks with precision in a fast-paced environment.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Completed day-to-day duties accurately and efficiently.
Education
Bachelor of Business Administration -
Manipal University
Bachelor of Engineering - Electronics & Communication Engineering
Rajasthan Technical University
Skills
- Workforce Management (WFM)
- Real-Time Management (RTA)
- Forecasting & Capacity Planning
- Scheduling & Resource Planning
- SLA & KPI Management
- Team Leadership & People Management
- Stakeholder Management
- MIS Reporting & Dashboarding
- Process Improvement & Operational Excellence
- Advanced MS Excel
- Avaya
- NICE
- Genesys
- IEX
- PowerPoint
- MIS Reporting
- Data Visualization
- Team management
- Performance coaching
- Operational reporting
- Data analysis
- SLA management
- Capacity planning
- Stakeholder engagement
- Effective communication
- Problem solving
- Conflict resolution
- Strategic thinking
- Adaptability to change
Languages
Hindi
First Language
English
Upper Intermediate
B2
Timeline
Acting Team Lead
Genpact India Pvt. Ltd.
01.2025 - Current
Senior Real Time Analyst
Genpact India Pvt. Ltd.
05.2017 - 12.2024
Senior Process Associate
Barclays Shared Services
01.2015 - 09.2016
Bachelor of Business Administration -
Manipal University
Bachelor of Engineering - Electronics & Communication Engineering
Rajasthan Technical University