Harpreet Sharma
Sr. Manager, Workforce Management
Faridabad
Summary
WFM Professional with experience of 20+ years in Work Force Management, People Management, Change Management & Client Relationship. High-achieving management professional possessing excellent communication, organizational and analytical capabilities. Devises innovative solutions to resolve business challenges.
Overview
22
22
years of professional experience
Work History
Sr. Manager, WFM
Concentrix
11.2023 - Current
- Lead workforce management (WFM) team of 36 members, responsible for delivering WFM services to a key client.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Achieved operational excellence by streamlining processes and implementing best practices.
- Enhanced company reputation by driving successful initiatives that addressed client pain points effectively.
- Manage performance expectations of team by ensuring appropriate coaching, alignment with strategy and results orientation.
- Utilize data driven strategies and techniques to build accountability with stakeholders and team.
- Closely monitor billable hours to ensure delivery of max hours.
Manager WFM, Planning and Scheduling
Concentrix India Services Pvt. Ltd
08.2019 - 10.2023
- Managed staff of 50+ workforce real -time analysts and currently managing team of 10 schedulers and planners.
- Ensuring accurate forecast of Volume, Manpower, AHT and Shrinkage at a month, day and interval level for accounts managed by the team.
- Oversee and guide capacity planning basis the long range forecast.
- Created new methodologies to improve planning process and results.
- Conduct analysis and recommends solutions to improve the performance and efficiency within the operational business units.
- Responsible for recruiting, interviewing, hiring, and training of personnel for the department.
- Responsible for staff coaching and evaluation, deliver feedback, discipline, counseling to direct reports or indirect reports.
- Plan periodic performance reviews with all teams to understand challenges pertaining to a struggling program and opportunities pertaining to others.
- Interact effectively across departments for smooth functioning of all Programs.
- Mentored and supported department employees to create strong workplace culture.
Lead Business Analyst
American Express India Pvt. Ltd.
08.2016 - 08.2019
- Implemented WFM real time and on floor support for India Travel and Lifestyle between Apr 2018 - Aug 2019.
- Acted as single point of contact fo all WFM related activities.
- Managed Offline demand efficiently with minimum impact to SLA.
- Analyzed data to identify root causes of problems and recommend corrective actions to leadership.
- SME for IEX & Aspect(WFM software). Provide training support to the team and OPS partners.
- Scheduling for the Travel and Lifestyle side of business in US from Aug 2016 - Mar 2018. This spans over 700+ Travel councilors.
- Managing the updating business related offline time in IEX.
- Manage Lost call Rate for the business by aligning the staff with the requirements.
- Manage BCP (business continuity plan) to provide service 24*7 across the United States.
- Take decisions regarding overtime required as per the business needs, and communicating the same effectively across the network.
Analyst, Scheduling & Planning
Convergys India Services Pvt. Ltd
11.2010 - 07.2016
Command Center Officer
Convergys India Services Pvt. Ltd.
10.2004 - 11.2010
Customer Care Officer
Convergys India Services Pvt. Ltd.
09.2002 - 09.2004
Education
Post Graduate Diploma in Business Administration -
Symbiosis Institute of Distance Learning
Pune 05.2005 - 06.2007
Bachelor of Arts -
Delhi University
New Delhi 04.2000 - 03.2004
Hotel Management -
National Institute of Hotel Management
Pusa, New Delhi 07.1999 - 03.2002
Skills
Change Management
Solution Mindset
Good Interpersonal Skills
Teamwork and Collaboration
Drives Engagement
Conscientious Compassion
Timeline
Sr. Manager, WFM
Concentrix
11.2023 - Current
Manager WFM, Planning and Scheduling
Concentrix India Services Pvt. Ltd
08.2019 - 10.2023
Lead Business Analyst
American Express India Pvt. Ltd.
08.2016 - 08.2019
Analyst, Scheduling & Planning
Convergys India Services Pvt. Ltd
11.2010 - 07.2016
Post Graduate Diploma in Business Administration -
Symbiosis Institute of Distance Learning
05.2005 - 06.2007
Command Center Officer
Convergys India Services Pvt. Ltd.
10.2004 - 11.2010
Customer Care Officer
Convergys India Services Pvt. Ltd.
09.2002 - 09.2004
Bachelor of Arts -
Delhi University
04.2000 - 03.2004
Hotel Management -
National Institute of Hotel Management
07.1999 - 03.2002