Jasbir Singh
Amritsar
Summary
Dynamic workforce management professional with extensive experience at Foundever, excelling in capacity planning and scheduling. Proven ability to develop robust forecasting models and optimize resource allocation, achieving service level targets. Proficient in NICE IEX and advanced Excel, complemented by strong analytical skills and effective cross-departmental collaboration.
Overview
13
13
years of professional experience
Work History
Foundever – Capacity Planner
WFM
01.2022 - Current
- Oversee workforce management operations as a capacity planner for one of the largest accounts.
- Managing multi-location staffing, planning, and scheduling for 600 HC.
- Interact with various departments, cast, and senior Leaders to develop process improvements for the operation.
- Ensure contractual service levels and financial targets are met.
- 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.
- Continuously monitor and evaluate key performance metrics to identify optimization opportunities
- Regularly reviewing team procedures and process flows to ensure that they meet guidelines and Client needs
- Establishing, promoting, and standardizing activities and processes across forecasting, capacity planning, scheduling, and real-time.
Assistant Manager
Teleperformance
01.2021 - 01.2022
- Capacity planning and scheduling, WFM (, )
- Prepare New dashboard with 100% accuracy to streamline the process
- Weekly and monthly call with client to be aligned with capacity and future classes and process performance and reducing the cost
- Weekly Monthly review with Client to discuss the actual performance
- Weekly call with Schedulers for headcount reconciliation
- Doing data analysis for process improvement
- Manpower planning to achieve the Process KPI
- Weekly call with scheduler to understand the challenges and implement the new ideas
- Weekly call with operations team to discuss the intraday deviation
- Daily short call with RTA for team bonding/challenges
- Weekly call with RTA to discuss any one topic on WFM fundamentals for their learning
- Weekly call with vendors to discuss their performance and suggestion/ challenges
- Validation of vendor’s billable hours
- Prepare the Billing projection for the operations team every week to be more aligned with Billable and actual production hours delivery.
planning Executive
SITEL
01.2016 - 01.2021
- Scheduling & Capacity, , WFM, 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
- 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
- Trained and mentored junior workforce analysts and schedulers.
WFM Scheduler
SITEL, WFM
01.2016 - 01.2019
- Created and optimized scheduling models to align workforce supply with demand
- Ensured service levels and productivity benchmarks were consistently met.
Mission control analyst
Serco/Teleperformance
01.2015 - 01.2016
- Real time monitoring & sharing the real time update with ops team on shrinkage high unproductive & unnecessary aux usage, unnecessary hold & ACW usage
- Break given to agent as per real time volume behavior & looking @ agents shifts
- Prepare weekly forth nightly & monthly score card for agent's TL's by considering the KPI.
Sr. Executive WFM
Kochar Infotech
01.2013 - 01.2015
- LOB-wise internal & client dashboard
- Publish all the login hrs
- Leakage, defaulters’ data for less call answering, Low & High AHT revenue loss data
- Manpower planning to achieve service level & maximum call answering level according to call forecast by using Erlang
- Manage & maintain agent-wise roster according to call volume & call flow
- Maintain all shift-wise & LOB-wise shrinkage & shift adherence data
- Prepare all tagging data LOB-wise & agent wise
- Provide all data to operation & client according to their need with accuracy
Education
Bachelor of Tourism studies -
Indira Gandhi National Open University
Higher Secondary Certification -
P.S.E.B -
Skills
- TECHNICAL SKILLS
- Proficient with Workforce Management systems (NICE IEX Workforce Management (Version 800), CMS-Avaya (Version R18)
- Operating MS windows, advance MS excel & intermediate reporting capability
Languages
Timeline
Foundever – Capacity Planner
WFM
01.2022 - Current
Assistant Manager
Teleperformance
01.2021 - 01.2022
planning Executive
SITEL
01.2016 - 01.2021
WFM Scheduler
SITEL, WFM
01.2016 - 01.2019
Mission control analyst
Serco/Teleperformance
01.2015 - 01.2016
Sr. Executive WFM
Kochar Infotech
01.2013 - 01.2015
Bachelor of Tourism studies -
Indira Gandhi National Open University
Higher Secondary Certification -
P.S.E.B -
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