IYAPPAN C
MANAGER - WORKFORCE MANAGEMENT | BUSINESS CATALYST | OPERATIONS LEADER | CREATIVE THINKER | LIFE LONG LEARNER
Chennai,TN
Summary
Experienced manager with a proven track record of effectively leading teams and achieving organizational goals. Skilled in team leadership, planning, and organization, honed throughout a successful career. Equipped with the ability to empower employees to independently handle daily functions and consistently meet customer needs. Recognized as a diligent trainer and mentor, known for exceptional management abilities and a results-driven approach.
Overview
22
22
years of professional experience
4
4
years of post-secondary education
7
7
Certifications
4
4
Languages
Work History
MANAGER OF WORKFORCE MANAGEMENT
AGS Health PVT.Ltd
12.2024 - Current
- Staffing & Scheduling: Forecast staffing needs, create and adjust schedules to ensure coverage, and manage shift changes.
- Performance Monitoring: Track team performance using KPIs like service levels, productivity, and attendance, and provide reports to leadership.
- Resource Allocation: Assign the right people to the right tasks, manage overtime, and adjust staffing based on real-time data.
- Employee Management: Handle shift distribution, time-off requests, and foster employee engagement through training and morale-boosting efforts.
- Cost Control: Manage labor costs within budget, optimize processes to increase efficiency, and reduce unnecessary overtime.
- Technology & Tools: Use Workforce Management (WFM) software for scheduling, performance tracking, and reporting. Implement automation for efficiency.
- Compliance: Ensure adherence to labor laws, health, and safety regulations.
- Collaboration & Communication: Work with HR, Operations, and other teams to align workforce plans with business goals and communicate changes effectively.
- Continuous Improvement: Optimize scheduling, gather feedback, and adjust strategies to improve efficiency.
- Crisis Management: Plan for and handle unexpected events, such as demand surges or absenteeism, to maintain staffing levels.
Service Delivery Lead in Operation Excellence
WILLIAMS LEA PRIVATE LIMITED
11.2021 - 11.2024
- Team Management: Led a 100-member team, overseeing daily operations and ensuring adherence to SLAs.
- Operational Excellence: Streamlined processes to improve efficiency and remove unnecessary steps using Lean and Six Sigma strategies.
- Revenue & Performance Tracking: Generated revenue, tracked performance metrics, and handled client escalations.
- Stakeholder Collaboration: Held weekly review calls with stakeholders and worked with internal teams to guide operations.
- Strategic Planning: Aligned operational goals with the organization’s overall objectives.
- Process Improvement: Optimized workflows to enhance efficiency, productivity, and quality.
- Resource Management: Managed manpower, equipment, and materials within budget.
- Quality Assurance: Ensured services met quality standards through monitoring and controls.
- Risk Management: Identified and mitigated risks with contingency planning and compliance measures.
- Team Leadership: Motivated teams and maintained a positive work environment.
- Performance Monitoring: Tracked metrics, identified improvements, and reported results.
- Continuous Improvement: Implemented strategies to reduce costs and improve customer satisfaction.
- Communication & Coordination: Facilitated collaboration between departments to resolve operational issues.
Team Leader
COSMIC GLOBAL PRIVATE LIMITED
08.2019 - 11.2021
- Company Overview: Internation Translation Process
- Managing the Operations Team: Oversight of a 150-member operations team to meet client Service Level Agreements (SLAs)
- Day-to-Day Team Management: Accountability for the team's daily operations and task execution
- Task Delegation and Deadline Management: Assigning tasks to team members and ensuring timely completion to meet deadlines
- Interdepartmental Communication: Facilitating communication between teams and departments to maintain alignment and collaboration
- Reporting and Progress Updates: Providing regular updates to the manager regarding the team's progress and performance
- Internation Translation Process
Team Leader
ARCIS E-SERVICES PRIVATE LIMITED
01.2018 - 01.2019
- Company Overview: Call Center of Sales and Retention of Insurance
- Leadership and Team Management: Accountable for leading and managing a team of employees
- Goal Setting and Achievement: Establishing goals and objectives for the team, ensuring their accomplishment
- Conducting Team Meetings and Providing Feedback: Holding regular team meetings and delivering constructive feedback to team members
- Interdepartmental Communication: Engaging with other departments to facilitate the smooth operation of the team
- Planning and Executing Team building Activities: Developing and implementing activities to foster team cohesion and morale
- Performance Evaluation and Feedback: Assessing team members' performance and providing timely feedback for improvement
- Conflict Resolution and Issue Handling: Addressing team conflicts and resolving issues in a timely and effective manner
- Call Center of Sales and Retention of Insurance
Team Leader
ADITHYA MACHINES & EQUIPMENTS
01.2017 - 01.2018
- Company Overview: Product Sales Call Center
- Leadership and Team Management: Accountable for leading and managing a team of employees
- Goal Setting and Achievement: Establishing goals and objectives for the team, ensuring their accomplishment
- Conducting Team Meetings and Providing Feedback: Holding regular team meetings and delivering constructive feedback to team members
- Interdepartmental Communication: Engaging with other departments to facilitate the smooth operation of the team
- Planning and Executing Team building Activities: Developing and implementing activities to foster team cohesion and morale
- Performance Evaluation and Feedback: Assessing team members' performance and providing timely feedback for improvement
- Conflict Resolution and Issue Handling: Addressing team conflicts and resolving issues in a timely and effective manner
- Product Sales Call Center
Project Coordinator
RR DONNELLEY PRIVATE LIMITED
03.2003 - 01.2017
- Company Overview: Creative Services for Consulting stakeholder of Investment Banking
- Effective Communication Skills: Possess excellent communication skills to proficiently convey information to both the team and clients, while also actively listening and understanding their needs
- Adaptability to Business Changes: Capable of adapting to fluctuations in the business environment and adjusting strategies accordingly
- Proficient Problem-Solving Abilities: Skilled problem-solvers adept at identifying issues and swiftly developing efficient solutions
- Decisiveness and Confidence: Capable of making quick and confident decisions, even in situations with incomplete or ambiguous information
- Strong Technical Acumen: Those with a robust understanding of the technical aspects of business are often better equipped to make well-informed decisions
- Creative Services for Consulting stakeholder of Investment Banking
Education
BBA - Commerce
University of Madras
Chennai, India 05.2014 - 06.2017
Lean Operations Management & Six Sigma - Business Management
Indian Institute of Management, Rohtak
Rohtak, India 05.2023 - 12.2023
Skills
Artistic Project Management
Certification
Analyzing and Visualizing Data with Microsoft Power BI, TheDigitalAdda, 07/01/23, DA/BI/23/11440
Accomplishments
- Led the successful implementation of a new process, resulting in a 20% reduction in turnaround time and a 15% increase in revenue.
- Collaborated with cross-functional teams to develop and launch a new product, resulting in a 25% increase in revenue within the first year.
Awards
- Winner of the India Q3 2022 Development Award, Recognized for outstanding performance and contribution to the organization in Williams Lea, resulting in increased efficiency and profitability.
- Winner of Idealympics, Won best idea provider for improve the revenue for the organization in the Idealympics contest 2015 which is held in RR Donnelley India Private Limited.
Applications
- Power Apps
- Power Automate
- Power Query
- Power BI
- Excel VBA Automation
- Microsoft Excel
- Microsoft Word
- Microsoft Power Point
- Microsoft Outlook
- Microsoft Teams
- Sharepoint
- Microsoft List
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Advanced (C1)
Tamil
Bilingual or Proficient (C2)
Telugu
Beginner (A1)
Malayalam
Beginner (A1)
Timeline
MANAGER OF WORKFORCE MANAGEMENT
AGS Health PVT.Ltd
12.2024 - Current
Analyzing and Visualizing Data with Microsoft Power BI, TheDigitalAdda, 07/01/23, DA/BI/23/11440
07-2023
Creative Certification Exam, Google, 07/01/23
07-2023
Google Data Analytics, TheDigitalAdda, 07/01/23, DA/GDA/23/1829
07-2023
Data Analysis Using Python – IBM
07-2023
Python for Data Science – IBM
07-2023
Google Data Analytics
07-2023
SQL and Relational Databases 101 – IBM
07-2023
Lean Operations Management & Six Sigma - Business Management
Indian Institute of Management, Rohtak
05.2023 - 12.2023
Service Delivery Lead in Operation Excellence
WILLIAMS LEA PRIVATE LIMITED
11.2021 - 11.2024
Team Leader
COSMIC GLOBAL PRIVATE LIMITED
08.2019 - 11.2021
Team Leader
ARCIS E-SERVICES PRIVATE LIMITED
01.2018 - 01.2019
Team Leader
ADITHYA MACHINES & EQUIPMENTS
01.2017 - 01.2018
BBA - Commerce
University of Madras
05.2014 - 06.2017
Project Coordinator
RR DONNELLEY PRIVATE LIMITED
03.2003 - 01.2017
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