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
Operational Efficiency
Process Optimization
Performance Metrics
Revenue Management
Client Relationship Management
Team Leadership
SLA Management
Team Collaboration
Strategic Development
Analytical Decision-Making
Workforce Management
Budget Forecasting
Sales Forecasting
Workforce Planning
Performance Evaluation
Problem Solving
Stakeholder Engagement
Schedule Management
Employee Engagement
Workforce Management Software
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