Jitendra Singh
Kolkata
Summary
Experienced Workforce Director with over 17 years of experience in Outsourcing Industry. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
17
17
years of professional experience
2
2
Certification
Work History
Associate Director of Global Workforce Management
Teleperformance
Kolkata
01.2022 - Current
- Provide leadership and direction to the Workforce Management team to address workforce capabilities and Provide a thorough understanding of potential gaps between the organization's needs, Client requirements and the available workforce
- Provide leadership and direction to the Reporting team to address reporting capabilities and provide a thorough understanding of potential gaps between the organization's needs and client requirements
- Develop processes for site level analysis to ensure reporting integrity and ensure staff prepare audit summaries based on business area review and analysis to record key risks through listing performance metrics, cost and efficiency computations, service and revenue summaries, client satisfaction ratings, and process gap analysis of applicable processes
- Develop and implement specific action plans to achieve workforce planning, talent acquisition, succession planning, audits, and performance reviews
- Identify and track appropriate tools and metrics to ensure the quality of workforce and BPI activities
- Ensure the timely and accurate communication of critical workforce metrics and recommendations for process improvements to Senior Management
- Develop communication, policies, and procedures that work in collaboration with Operations, Training and Quality, Information Technology, and Human Resources departments and Human Resources departments and Clients to ensure staffing and scheduling requirements and NCO and Client productivity expectations are met
- Provide clear and concise reporting of team, skill, and call center statistics including service level, interval adherence, absenteeism, and handle times to evaluate effective scheduling and future staffing improvement for site
- Develop and train Workforce Management, Reporting, and BPI staff to ensure continued familiarity with statistical concepts, forecasting and scheduling methods, and effective communication
- Develop and oversee reporting functions to ensure accuracy and timeliness to meet NCO and Client need
- Communicate regularly with Operations Management to align Key Performance Indicators (KPI) reporting
- Collaborate with organization stakeholders and cross-functional teams in order to arrive at fact-based decisions that promote the efficient and effective application of data analysis to enhance business processes, customer interaction, and profitability
- Utilize and share best practices within teams and internal customers
- Knowledge, understanding, compliance, and enforcement of all Federal and Local laws and regulations relating to job duties
- Knowledge, understanding, and compliance with company policies and procedures
- As much as possible quantify and communicate cost/benefit information for all initiatives and track cost/benefit impact to validate initial initiatives and projections
- Responsible for respective department's overall performance and for motivating team to exceed department goals and objectives
- Accountable for all decisions, actions, and directives with respect to job responsibilities
- Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy up to and including termination
- Follow up in a timely manner to ensure customer satisfaction
- Provide feedback to management concerning possible problems or areas of improvement as well as performance of team
- Perform other duties as assigned by management.
Senior WFM Manager
Teleperformance
05.2018 - 12.2021
- Develop processes for site level analysis to ensure reporting integrity and ensure staff prepare audit summaries based on business area review and analysis to record key risks through listing performance metrics, cost and efficiency computations, service and revenue summaries, client satisfaction ratings, and process gap analysis of applicable processes
- Develop and implement specific action plans to achieve workforce planning, talent acquisition, succession planning, audits, and performance reviews
- Identify and track appropriate tools and metrics to ensure the quality of workforce and BPI activities
- Ensure the timely and accurate communication of critical workforce metrics and recommendations for process improvements to Senior Management
- Provide clear and concise reporting of team, skill, and call center statistics including service level, interval adherence, absenteeism, and handle times to evaluate effective scheduling and future staffing improvement for site
- Develop and train Workforce Management, Reporting, and BPI staff to ensure continued familiarity with statistical concepts, forecasting and scheduling methods, and effective communication
- Develop and oversee reporting functions to ensure accuracy and timeliness to meet NCO and Client need
- Communicate regularly with Operations Management to align Key Performance Indicators (KPI) reporting
- Utilize and share best practices within teams and internal customers
- Knowledge, understanding, compliance, and enforcement of all Federal and Local laws and regulations relating to job duties
- Knowledge, understanding, and compliance with company policies and procedures
- As much as possible quantify and communicate cost/benefit information for all initiatives and track cost/benefit impact to validate initial initiatives and projections
- Accountable for all decisions, actions, and directives with respect to job responsibilities
- Follow up in a timely manner to ensure customer satisfaction
- Provide feedback to management concerning possible problems or areas of improvement as well as performance of team
- Perform other duties as assigned by management.
WFM Manager
Teleperformance
05.2016 - 04.2018
- Develop processes for site level analysis to ensure reporting integrity and ensure staff prepare audit summaries based on business area review and analysis to record key risks through listing performance metrics, cost and efficiency computations, service and revenue summaries, client satisfaction ratings, and process gap analysis of applicable processes
- Develop and implement specific action plans to achieve workforce planning, talent acquisition, succession planning, audits, and performance reviews
- Identify and track appropriate tools and metrics to ensure the quality of workforce and BPI activities
- Ensure the timely and accurate communication of critical workforce metrics and recommendations for process improvements to Senior Management
- Provide clear and concise reporting of team, skill, and call center statistics including service level, interval adherence, absenteeism, and handle times to evaluate effective scheduling and future staffing improvement for site
- Develop and train Workforce Management, Reporting, and BPI staff to ensure continued familiarity with statistical concepts, forecasting and scheduling methods, and effective communication
- Develop and oversee reporting functions to ensure accuracy and timeliness to meet NCO and Client need
- Communicate regularly with Operations Management to align Key Performance Indicators (KPI) reporting
- Utilize and share best practices within teams and internal customers
- Knowledge, understanding, compliance, and enforcement of all Federal and Local laws and regulations relating to job duties
- Knowledge, understanding, and compliance with company policies and procedures
- As much as possible quantify and communicate cost/benefit information for all initiatives and track cost/benefit impact to validate initial initiatives and projections
- Accountable for all decisions, actions, and directives with respect to job responsibilities
- Follow up in a timely manner to ensure customer satisfaction
- Provide feedback to management concerning possible problems or areas of improvement as well as performance of team
- Perform other duties as assigned by management.
WFM Assistant Manager
Fusion Bpo Services Inc
Kolkata
04.2013 - 04.2015
- Responsible for the overall management of RPM (Capacity Planning & WFM) team to include hiring, training, scheduling, setting of goals, prioritization of work, performance reviews, etc
- Develop and maintain short and long-term forecast/capacity plans and ensure sufficient staff is available during peak periods.
- Analyze historical call trends by source, handle time, and root cause to identify operational opportunities and pro-actively communicate this information to leadership while implementing appropriate action plans.
- Review and analyze the monthly, quarterly and yearly Contact Center Performance Reports for both internal and external stakeholders and ;distribute as required
- Oversee reporting—internal and external reporting and analytic for Member Services.
WFM Team Lead
Fusion Bpo Services Inc
Kolkata
10.2012 - 03.2013
- Responsible for the overall management of RPM (Capacity Planning & WFM) team to include hiring, training, scheduling, setting of goals, prioritization of work, performance reviews, etc
- Develop and maintain short and long-term forecast/capacity plans and ensure sufficient staff is available during peak periods.
- Analyze historical call trends by source, handle time, and root cause to identify operational opportunities and pro-actively communicate this information to leadership while implementing appropriate action plans.
- Review and analyze the monthly, quarterly and yearly Contact Center Performance Reports for both internal and external stakeholders and ;distribute as required
- Oversee reporting—internal and external reporting and analytic for Member Services.
Real Time Analyst
Fusion Bpo Services Inc
Kolkata
08.2011 - 09.2012
- Analyze historical call trends by source, handle time, and root cause to identify operational opportunities and pro actively communicate this information to leadership while implementing appropriate action plans
- Review and analyze the monthly, quarterly and yearly Contact Center Performance Reports for both internal and external stakeholders and distribute as required.
- Provide team coaching and development by accurately accessing strengths and opportunities, giving timely and actionable feedback, as well as motivate direct reports to optimize performance
- Long and short term budgeting for all campaigns and then track on weekly basis to understand if campaign is trending in right direction or not. Work with Ops accordingly to improve results by working on KPI
Analyst
Fusion Bpo Services Inc
Kolkata
01.2008 - 08.2011
- Call Forecast and Hourly staffing analysis
- Preparing Hourly ACD report for U.S and Canada programs.
- Monitor the Queue for Campaign (Same as mentioned above).
- Training of new RTA in the team as regard to process, forecast and implementation of the regular updates that comes from operation
Operations Team Lead
Impex Infotech Ltd
Kolkata
11.2006 - 11.2007
- Directly supervised a team of CSRs
- Responsible for driving AHT, Quality, CSAT, and other KPIs
- Provided coaching and performance feedback to direct reports
- Collaborated with other Team Managers in developing strategies that can improve the overall performance of the account
Customer Service Representative
Impex Infotech Ltd
09.2006 - 11.2006
- Handled customer service call for one of domestic client
Customer Service Representative
Magus Customer Dialogue
Kolkata, West Bengal
Mar.2006 - Aug.2006
- Handled customer service call for one of domestic client
Education
Master of Business Administration - undefined
Sikkim Manipal University
July 2016
Bachelor of Commerce - Accountancy
Calcutta University
July 2005
Skills
- Skilled at developing and maintaining detailed administrative and procedural processes that reduce redundancy, improve accuracy and efficiency, and achieve organizational objectives
- Exemplary problem-solving skills: able to identify issues and implement corrective processes
- Microsoft Office System, Google Docs, Microsoft Windows operating system, IEX, Aspect, CMS, Genesys
- Project Management
- Contract Management
- Relationship building and retention
- Performance Metrics Analysis
- Strategy and Goal Development
- Staff Development
- Policy Development
- Quantitative and Qualitative data collection and analysis
- Strategic planning
- Team building
Certification
Six Sigma Yellow Belt Certified
Great Manager Certified
Timeline
Associate Director of Global Workforce Management
Teleperformance
01.2022 - Current
Senior WFM Manager
Teleperformance
05.2018 - 12.2021
WFM Manager
Teleperformance
05.2016 - 04.2018
WFM Assistant Manager
Fusion Bpo Services Inc
04.2013 - 04.2015
WFM Team Lead
Fusion Bpo Services Inc
10.2012 - 03.2013
Real Time Analyst
Fusion Bpo Services Inc
08.2011 - 09.2012
Analyst
Fusion Bpo Services Inc
01.2008 - 08.2011
Operations Team Lead
Impex Infotech Ltd
11.2006 - 11.2007
Customer Service Representative
Impex Infotech Ltd
09.2006 - 11.2006
Customer Service Representative
Magus Customer Dialogue
Mar.2006 - Aug.2006
Master of Business Administration - undefined
Sikkim Manipal University
Bachelor of Commerce - Accountancy
Calcutta University
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