Harjinder Singh
New Delhi
Summary
Highly skilled and results-driven Workforce Management Professional with over 12 years of experience in optimizing workforce efficiency, reducing costs, and enhancing service levels in dynamic call center environments. Proven expertise in forecasting, scheduling, real-time management, and analytics. Adept at leveraging data-driven insights to improve operational performance and customer satisfaction. Strong communicator with excellent leadership and problem-solving abilities.
Overview
17
17
years of professional experience
Work History
Manager Workforce Management
Concentrix Corporation
Gurugram
05.2024 - Current
- Led the workforce planning and optimization for a project with 1100+ associates across 4 countries, ensuring optimal staffing level and meeting service level agreements.
- Calculate revenue projections, budgeting, and provide leadership with updates on current revenue trends.
- Implemented workforce optimization strategies leading to reduced operational costs and maintained high customer satisfaction levels
- Coordinate with various departments to align workforce strategies with business objectives and operational needs.
- Conduct root cause analysis on service level misses and develop actionable plans to mitigate future risks.
Deputy Manager Workforce Management
Concentrix Corporation
Gurugram
06.2022 - 04.2024
- Demonstrated expertise in overseeing capacity and planning management, with the guidance of a talented scheduling team.
- Played a pivotal role in coordinating new project setups and establishing efficient workforce teams as a member of the project management team.
- Managed daily workforce operations, including real-time adherence, intraday forecasting, and scheduling adjustments.
- Analyzed call patterns and agent performance to identify areas for improvement and implement corrective actions.
- Assisted in the development and implementation of workforce management policies and procedures.
- Prepared and presented weekly and monthly performance reports in leadership forums.
Associate Business Analyst
Optum Global Solutions Pvt Ltd
Noida
06.2017 - 05.2022
- Conducted comprehensive data analysis to support business decision-making and strategic planning.
- Developed and implemented Tableau reports to track key metrics and performance indicators.
- Documented operational procedures for new systems implementations.
- Coordinated with vendor sites to identify process inefficiencies and recommended solutions to enhance productivity and operational efficiency.
- Contributed to a Green Belt initiative focused on optimizing the turnaround time for resolving customer queries.
- Delivered data-driven insights and recommendations to senior management based on thorough analysis.
Assistant Manager Planning and Optimization
Concentrix Corporation
Gurugram
07.2016 - 05.2017
- Managed long-term forecast and staff plan, while leading monthly staff plan and budget meetings.
- Managed short-term forecasting to optimize efficiency and occupancy, while meeting service objectives.
- Identified opportunities for operational and support enhancements, assessing seat requirements and ensuring alignment between required and actual headcount.
- Conducted thorough analysis of capacity planning and offered suitable recommendations.
Scheduling Analyst
Concentrix Corporation
Gurugram
07.2014 - 06.2016
- Calculate the requirement of FTE and Agent based on the forecast.
- Comparison with Planned and actual assumptions (Attrition, Shrinkages)
- Calculated staffing requirements based on forecasted calls, AHT (Average Handle Time), and shrinkage.
- Generate and evaluate schedules to meet requirements with expected outcomes.
- Analysis on scheduling outcomes to optimize scheduling efficiency.
- Manage and maintain all system parameters for the production schedule, and monitor for effectiveness. Design and maintain all performance capacity reports and statistics for management.
Workforce Real Time Analyst
Concentrix Corporation
Gurugram
04.2011 - 07.2014
- As a workforce analyst, ensure to meet the service levels of the process and maintain the real-time adherence.
- Root cause analysis of SLA deviations, action plan development, and resolution.
- To ensure that service levels are met and take necessary steps in real time to achieve the service levels.
- Provided regular updates through the presentation of daily reports to clients, both internal and external.
- Maintained accurate and timely reporting and data management in alignment with set goals.
- Regular client communication and real-time decision-making to drive revenue growth.
- Coordinate with the internal departments and arrange the training and quality sessions for the agents.
- Ensured smooth operation of the process by effectively managing agents' break time.
Operations Analyst
Concentrix Corporation
Gurugram
11.2007 - 04.2011
- As a customer service representative, I worked in a travel process and helped customers with their queries.
- Guided and monitored new agents while evaluating their performance.
- Management of shift operations while consistently achieving service level targets.
- Evaluate the performance of the agents and initiate the necessary steps to improve their productivity.
Education
Bachelor of Arts -
Delhi University
New Delhi07-2006
Skills
- Workforce Management (WFM)
- Project Management
- Forecasting and Scheduling
- Real-Time Adherence
- Data Analysis and Reporting
- Call Center Operations
- Performance Optimization
- Problem-Solving
- Knowledge of WFM software (NICE, Aspect)
- Microsoft Excel and PowerPoint
- Communication and Leadership
References
Available upon request
Timeline
Manager Workforce Management
Concentrix Corporation
05.2024 - Current
Deputy Manager Workforce Management
Concentrix Corporation
06.2022 - 04.2024
Associate Business Analyst
Optum Global Solutions Pvt Ltd
06.2017 - 05.2022
Assistant Manager Planning and Optimization
Concentrix Corporation
07.2016 - 05.2017
Scheduling Analyst
Concentrix Corporation
07.2014 - 06.2016
Workforce Real Time Analyst
Concentrix Corporation
04.2011 - 07.2014
Operations Analyst
Concentrix Corporation
11.2007 - 04.2011
Bachelor of Arts -
Delhi University
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