Summary
Overview
Work History
Education
Skills
Self Appraisal
Personal Information
Hobbies and Interests
Timeline
Generic

Henna Shaikh

Summary

A highly organized and detail-oriented professional with extensive experience in workforce management and employee relations. Proven ability to drive organizational success through successful workforce planning and development

Overview

16
16
years of professional experience

Work History

Capacity Planner

Iqor
Mumbai, Maharshtra
12.2022 - 04.2024
  • Managing the entire life cycle of the capacity plan, overseeing tasks such as recruitment, training, and maximizing revenue and business growth
  • Developing and maintaining robust capacity planning models to predict resource needs accurately
  • Analyzing historical data, market trends, and future projections to forecast demand and capacity requirements
  • Collaborating with various stakeholders to understand business requirements and translating them into WFM capacity plans
  • Continuously monitor and evaluate key performance metrics to identify optimization opportunities
  • Establishing, promoting, and standardizing activities and processes across forecasting, capacity planning, scheduling and real-time

Workforce Manager

Purplle.com
05.2021 - 12.2022
  • Forecasting & planning on various LOB's
  • Create Schedules and share scenarios based on Forecast
  • Share Long Term and Short Term Forecast for Hiring Purposes
  • Leave Management
  • Working on Payroll and Deductions.

Workforce Lead

Nykaa.com
02.2019 - 04.2021
  • Forecast & Align Schedules basis the requirement
  • Create Roster for all levels across Nykaa (Manager – Agent) Work on Payroll & Deductions
  • Leave Management
  • Create Deviations Report
  • Analysis & Ad hoc reports on CC metrics (shrinkage utilization, forecast variance, etc) Sale Planning on revenue with Assumptions.

Sr. Executive WFM – Scheduler

SITEL India Pvt. Ltd
11.2014 - 01.2019
  • As part of a workforce management team, I'm responsible for delivering accurate and timely schedules for contact centers containing large numbers of agents and multiple lines of business, as well as other production areas where schedules are appropriate
  • As a Workforce Executive I've taken complete ownership and accountability of scheduling agents for some of our North American and Latin American contact centers by helping our partners to utilize their staffing in the best possible manner and derive revenue from them
  • Working in partnership with both Operations and other Workforce Management team members (Intraday and Forecasting & Resource Planning teams) to identify customer contact trends to ensure appropriate resources are available to support business needs
  • This includes supporting and incorporating all forecasted aspects (e.g
  • Call volume, AHT, leave allocation and other load factors)
  • I'm also accountable for aligning the accuracy of original schedules to forecasted work volume, and all load factors, for ongoing analysis and continuous improvement
  • Working on a project of IEX web station implementation for couple of accounts
  • Preparing PPT/flow chart and also training Operations team on web station.

Sr. Analyst. - WFM

VBPO India Pvt. Ltd (formerly NCO India Pvt. Ltd)
01.2014 - 10.2014
  • Performing the role of a mentor for a team of 9 RTAs effectively managing 6 US based processes with a span of 650 FTEs
  • Also managing the role of a scheduler for 3 processes along with planning for 2 LOB's with a span of 215 FTEs (Tool Used : eWFM & erlang)
  • Inputs for forecast generation based on weekly trends
  • Attending Staffing calls to discuss the Intra Day Performance & provide suggestions to mitigate the staffing Gaps
  • Process Transition & training for new 4 RTA process
  • Reporting Intraday & Overall stats for the processes managed on a Daily, Weekly & monthly basis
  • Maintaining & publishing Shrinkage and Schedule adherence reports
  • Maintaining the Manpower reports for the processes handled.

WFM Analyst

Serco Group
01.2013 - 12.2013
  • To maintain the Service Level Targets, Schedule Adherence etc, up to the mark
  • Preparing Daily and Weekly reports that directly go to Clients
  • Co-ordinate with clients and the Serco Operations (USA) team to keep the smooth flow of work
  • Real-time queue monitoring to help Operations achieve contractual KPI's like SL, AHT and abandons percentage
  • Driving VTO to maintain utilization of various programs
  • Maintaining vigil and balancing SL Real time by changing skills or dedicating employees
  • Recommend OT based on staffing and call trend
  • Applications: CMS Avaya Supervisor, IEX and Blue Pumpkin
  • Working on MS Excel to create and use various types of Reports for analysis.

Customer Service Associate

3 Global Services
03.2008 - 12.2012
  • Assisting customer's queries with usage of handset's, providing guidance to customer's how to troubleshoot if the services on the handset are unavailable (Internet, picture messages, activating services, unable to make/receive calls, etc ;) and follow-up on calls in timely manner
  • Real-time queue monitoring to help Operations achieve contractual KPI's like SL, AHT and abandons percentage for more than 110 LOBs across regions, spanning 22 Sites
  • Preparing Hourly, Daily and Weekly reports that directly go to Clients
  • Guide and enable mechanisms for Operations to have a robust SLA management system to drive productivity through standardized reporting structure
  • Driving VTO to maintain utilization of various programs
  • Maintaining vigil and balancing SL Real time through X-skilling
  • Recommend OT based on staffing and call trend
  • Update Daily Productivity Report to provide real-time stats of the program
  • Handle Advisory calls / Escalations and ensure resolution of problems
  • Ensure Client expectations of operational performance and efficiency are met
  • Making daily/weekly & monthly reports with specified deadlines, showing performance trends of agents based on individual and team performance.

Education

Bachelor of Arts -

University
Mumbai
03.2021

Skills

  • Analytical Thinking
  • Operations Management
  • Staff Management
  • Capacity Planning

Self Appraisal

I'm an organized, self-motivated individual with good written & oral communication skills, with an ability to work as a part of a team. To obtain a position, which is internationally focused and that utilizes my knowledge on the various areas of international business. I'm also hardworking, loyal towards my work & company, dedicated, co-operative & friendly with co-workers. I have the ability to handle responsibilities entrusted to me with a sense of ownership and accountability.

Personal Information

  • Date of Birth: 01/12/90
  • Marital Status: Married

Hobbies and Interests

Music & Cooking

Timeline

Capacity Planner

Iqor
12.2022 - 04.2024

Workforce Manager

Purplle.com
05.2021 - 12.2022

Workforce Lead

Nykaa.com
02.2019 - 04.2021

Sr. Executive WFM – Scheduler

SITEL India Pvt. Ltd
11.2014 - 01.2019

Sr. Analyst. - WFM

VBPO India Pvt. Ltd (formerly NCO India Pvt. Ltd)
01.2014 - 10.2014

WFM Analyst

Serco Group
01.2013 - 12.2013

Customer Service Associate

3 Global Services
03.2008 - 12.2012

Bachelor of Arts -

University

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Henna Shaikh