INDRAMANI
Muzaffarpur
Summary
Dynamic team leader with a proven track record of driving results in challenging environments. Expertise in guiding teams towards objectives, prioritizing tasks, and meeting deadlines to achieve organizational goals. Skilled communicator with exceptional time management, documentation, and employee performance oversight abilities. Passionate about mentoring and motivating teams to excel.
Overview
13
13
years of professional experience
Work History
Deputy Manager WFM
Concentrix
Gurgaon
03.2025 - Current
- Managing a team of Real Time Analysts.
- Delegated work to staff, setting priorities and goals.
- Implemented process improvements to streamline workflow and reduce delays.
- Coordinated cross-functional teams to ensure project alignment and success.
- Developed training materials to support employee skill development initiatives.
- Facilitated communication between departments to enhance collaboration and problem-solving.
- Coordinated with other departments to ensure smooth functioning of activities.
- Maintained records of all operational activities for future reference.
- Monitored daily operations and ensured compliance with company policies and regulations.
- Worked closely with vendors to understand needs and resolve diverse issues.
- Managed the hiring process for new employees by conducting interviews.
- Design processes to increase RTA effectiveness.
- Conduct daily and weekly meetings to share business updates, conducts RCA to identify drivers impacting performance.
Asst. Manager WFM
Concentrix
Gurgaon
11.2021 - 02.2025
- Led a team of RTAs, overseeing performance management for high-stakes US Fintech and Banking projects.
- Acted as the key escalation point for global clients, resolving complex service delivery issues.
- Worked as Global WFM operations across multiple vendors, ensuring process standardization and cross-site synergy.
- Monitored real-time data to support decision-making in workforce planning.
- Coordinated workforce management initiatives to optimize staffing efficiency.
- Analyzed scheduling trends to improve employee allocation and performance.
- Developed training materials for new team members on WFM systems.
- Facilitated stakeholder alignment through active participation in site leadership and centralized WFM planning meetings.
- Trained new hires on company policies and procedures related to workforce management tasks.
Workforce Real Time Analyst
Concentrix
Gurgaon
01.2020 - 11.2021
- Monitored real-time performance metrics for call center operations.
- Analyzed workforce data to optimize agent scheduling and resource allocation.
- Collaborated with management to address staffing challenges and improve service levels.
- Developed reports detailing real-time performance for upper management reviews.
- Developed reports on employee productivity, overtime utilization, and attendance trends.
- Participated in meetings with department heads to discuss staff scheduling needs.
- Maintained records of employee absences, tardiness, and other time-related issues on IEX.
Sr. Representative
Concentrix
Gurgaon
11.2017 - 12.2019
- Led customer service initiatives to enhance client satisfaction and loyalty.
- Managed customer inquiries and resolved issues promptly
- Mentored junior representatives to improve performance and team collaboration.
- Analyzed customer feedback to identify trends and improve service delivery.
- Worked with Quality team on temporary basis for process improvements.
- Resolved escalated customer complaints in a timely manner.
Tele Sales executive
Homeshop18
Noida
06.2014 - 10.2017
- Managing inbound calls and converting them into Sales
- Mentoring team
- Trained new representatives on best practices and product knowledge
- Utilized CRM Software to track leads and customer interactions efficiently
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Handling escalation calls
Trainee Engineer
CMC Ltd.
Noida
10.2012 - 03.2013
- (Subsidiary of Tata Enterprises)
- Worked on Oracle Forms to create GUI for Naval project
- Collaborated with senior engineers to analyze technical specifications and requirements.
- Prepared detailed documentation of project processes and technical reports.
- Participated in team meetings to discuss project progress and challenges faced.
Education
MCA -
L.N. Mishra College of Business Management
MuzaffarpurB.Sc.(Comp. Hons.) -
M.P.S. Science College
Muzaffarpur12th -
K.V. Fortwilliam
Kolkata10th -
K.V. Fortwilliam
KolkataSkills
- Team management
- Performance monitoring
- Data analysis
- Project coordination
- Process standardization
- Staff scheduling
- Client relationship management
- Cross-functional collaboration
- Time management
- Conflict resolution
- Mentorship and coaching
- Human resources management
- Employee supervision
Languages
- English
- Hindi
Personal Information
- Father's Name: Ajay Kumar Shahi (Retd. Army Officer)
- Date of Birth: 1st May, 1986
- Gender: Male
- Nationality: Indian
Timeline
Deputy Manager WFM
Concentrix
03.2025 - Current
Asst. Manager WFM
Concentrix
11.2021 - 02.2025
Workforce Real Time Analyst
Concentrix
01.2020 - 11.2021
Sr. Representative
Concentrix
11.2017 - 12.2019
Tele Sales executive
Homeshop18
06.2014 - 10.2017
Trainee Engineer
CMC Ltd.
10.2012 - 03.2013
MCA -
L.N. Mishra College of Business Management
B.Sc.(Comp. Hons.) -
M.P.S. Science College
12th -
K.V. Fortwilliam
10th -
K.V. Fortwilliam