K Pawan Kumar
Bangalore
Summary
Professional with expertise developing, improving, and managing a customer support organization to drive operational and service excellence. Capable of exceeding budgeted standards while sustaining a dynamic and highly productive working environment. Result driven individual with the skill of improving processes with clear persuasive communication abilities.
Overview
1824
1824
years of professional experience
Work History
Manager, Workforce Management
Concentrix
Bengaluru
09.2021 - Current
- Managing a portfolio of ~USD 20Mn across the international BFSI client base with a headcount of 2000+.
- Leading all Verticals of Workforce management for the International BFSI Client base. (Forecasting, Capacity Planning, Scheduling, Real Time Adherence Monitoring & Reporting.)
- Strategic planning and Budgeting.
- Optimization of cost and maximization of revenue to ensure exceeding budget targets.
- New business right sizing, pricing and transition.
- Driving Cost optimization policies and ensuring savings and Gross Margin improvement.
- Client success and growth by implementing technology and tools.
- Reviewing all SLAs/KPIs and enabling effective reward & penalty grids.
- Experience in industry know-how to help set and execute against a workforce strategy and projects in the organization.
• Frames and scopes the problem statement, build requirements, enable resourcing, work with cross-functional stakeholders (including leadership), identify dependencies, reduce risks and drive the initiative progress.
• Utilize data driven strategies and techniques to build accountability with stakeholders and team
• Perform Due Diligence for internal and external customers and benchmark the WFM Practices.
• Lead the workforce management (WFM) team of 55 members, responsible for delivering results for customers as well as project management and governance functions for strategic initiatives in the organization.
• Manage performance expectations of team by ensuring appropriate coaching, alignment with strategy and results orientation.
Deputy Manager, Workforce Management
IBM India
Bengaluru
06.201 - 09.2021
Assistant Manager, Workforce Management
IBM India
Bengaluru
06.2015 - 06.2018
WFM Analyst
IBM India Pvt. Ltd
05.2013 - 12.2016
Sr. Technical Support
IBM India Pvt. Ltd
06.2011 - 05.2013
Customer Support Representative
Accenture
01.2009 - 05.2011
Skills
- CORE COMPETENCIES:
Workforce Planning & Management
Call Center Strategy & Execution
Budgeting and implementation - New Business Transition and Tranformation
- Aspect eWFM/Genesys/WiW
Change Management & Process redesign
Efficiency, Productivity & Profitability
Project Management
Hobbies and Interests
- Tennis Player-Singles & Doubles (Active)
Accomplishments
- CASPER : In-house WFM resourcing platform to beat external resourcing challenges . Savings : USD 2Mn FY23-24.
- Hierarchy Headcount rationalization : Optimize hierarchy Headcount and to eliminate overhead cost. Savings : USD 224K Q1 -Q2 FY24.
- Consulting X : Partnered with a high profile BFSI client to implement WFM as a service. Savings : USD 4.8Mn.
Timeline
Manager, Workforce Management
Concentrix
09.2021 - Current
Assistant Manager, Workforce Management
IBM India
06.2015 - 06.2018
WFM Analyst
IBM India Pvt. Ltd
05.2013 - 12.2016
Sr. Technical Support
IBM India Pvt. Ltd
06.2011 - 05.2013
Customer Support Representative
Accenture
01.2009 - 05.2011
Deputy Manager, Workforce Management
IBM India
06.201 - 09.2021