KAUSHAL KISHORE SINGH

• Built end-to-end forecasting & capacity planning models for in-house and outsourced vendors, enabling right-sizing of operations across geographies.

• Led transition planning (USA to Philippines), ensuring staffing scalability while achieving 10% cost efficiency improvement.

• Partnered with senior leadership in weekly vendor governance meetings, driving real-time resource alignment and SLA adherence.

• Developed data-driven insights to improve utilization, shrinkage control, and productivity

• Lead the team of 3 schedulers who are handling staffing of 500+ L1/L2 and L3/4 escalation lob’s
• Align with long term forecast team and create short term forecast for scheduling for upcoming Quarter
• Weekly Connect with RCO’s and community managers for capacity and volume change updates
• Building capacity and scheduling model for new businesses
• Implemented and upgraded scheduling process on verint for volume-based lob and backend processes
• Transition plan for new business from resource alignment, training and BAU and share performance with RCO’s
• Headcount reconciliation and align with analytical team for correct alignment
• Managed a team of 3 schedulers supporting 500+ escalation roles (L1–L4) across global lines of business.
• Integrated short-term forecasting with long-term capacity planning, improving SLA performance by 15%.
• Automated scheduling processes in Verint, eliminating ~20 manual hours per week.
• Designed capacity models for new launches, including hiring, training, and reporting frameworks.

• Company Overview: (Travel and technology Gurgaon)
• Have created the last 2 year Budget for contact center
• Maintain and create OKR for team and support other team to meet OKR
• Maintain overall responsibility for Forecasting, Capacity Planning, Scheduling of contact centre operations and analysis within the Workforce Management
• Building Capacity models and forecasting for diversified LOBs – Revenue, Services and Support Team
• Implementation WFM and Contact Centre Management Tools & Applications. Worked closely with technology and operations teams to implement an enterprise workforce management solutions i.e. VERINT (Impact 360)
• Create schedule, optimize and publish on Verint for all 15 LOB’s (Gurgaon, Pune, Mexico, Ukraine, Toronto, Las Vegas and New York)
• Initiates and manages scheduling communications between centralized and site teams
• Manage and Review weekly scheduling performance and provide recommendations
• Expertise in creating revenue base schedule and meeting daily target
• Review and analyze the daily, weekly, monthly, quarterly and yearly Contact Centre Performance Reports for all stakeholders and distribute as required
• Demonstrate ability to analyze data, identify performance weaknesses, plan and develop corrective strategies
• Coordinate with MIS team for revenue related queries on performance
• Managing internal employee database, including tracking employee movement, attrition, skills and tenure
• Seat planning and IT infrastructure for the organization that include all departments every month
• (Travel and technology Gurgaon)

• Lead team of scheduling from 2014 onwards and implemented Verint
• Identify, track, and analyze key business drivers to improve controls and ensure maximum productivity and efficiency
• Continuously monitoring CUIC for Inbound, Clarify Queue Volume and associate real-time adherence
• Analyze variances in the projected call volume and staffing real-time to determine when or if corrective action must be taken (Skill routing, Call for overtime, Support staff Login)
• Maintains and modifies associate scheduled events and activities as per requirement
• Identifies and investigates opportunities to balance workload and resources intra-day and communicates appropriately with managers, supervisors and/or directly with the associates
• Manage proactive approval and denial of discretionary activities; such as training, meetings, 1:1 sessions, etc.
• Collects daily unplanned exceptions (call outs and Transport Delays) and administers those updates into the workforce management system
• Monitors productivity metrics and schedules to ensure adequate staffing in coordination with non-productive AUX’s
• Maintain daily event log of any systemic or operation issues impacting contact center performance
• Publish and maintain all reports related with WFM metrics Attendance, Agent Performance, Call Performance for all 15 LOB’s and all sites (Gurgaon, Pune, Mexico, Toronto, Las Vegas and New York)
• TFN testing on real-time in case of any issue reported from Operation and new TFN implemented to check routing and report back to phone team

• Company Overview: (Gurgaon)
• Creating and maintaining reports in Excel and send it to the management of daily business activities
• Provide information to management and meet weekly to ensure consistency in data and information across the company
• Creating a Dashboard report and presenting it to the concerned Department
• Work with remote call centres, including outsource partners, in a centralized Command Centre environment
• Ad Hoc data collection, analysis and reporting as required
• Monitoring of queues at a real-time basis and ensure delivery of SLA’s and planned staffing VS requirement
• Executing breaks/team meetings and other planned aux without impacting SL’s
• Deploy and call-out overtime requirements in time to maintain Service levels
• Analysing performance and reporting the same
• (Gurgaon)

• Company Overview: (Indore)
• Process supported ICICI Prudential life insurance
• To handle ICICI prudential life insurance (inbound and outbound) customers
• Co-ordination with all team members and other departments to provide on-time execution of the given task
• Maintained MIS for team and Worked as a Business Real-Time Analyst
• (Indore)