Kawaljit Singh
Bangalore
Summary
25+ Years of professional experience in IT Sales, BPO Operations, Workforce Management, Business Transformation, Global Shared Services, Analytics & Automation, Consulting & Project Management. Demonstrated capability in managing & building Teams specializing in Forecasting, Capacity planning, Scheduling, Real-time management, HRIS & MIS Automation solutions. Experience in managing WFM teams spanning across Regions like India, Philippines, United States with exposure in Verticals like Digital, Financial, Retail, Travel & Hospitality, Technology, Health & Telecom. Expertise in WaaS, DaaS. WFM Re-Org & Transformation, Business Compliance, Analytics, Automation, Process engineering, driving revenue & profitability.
Overview
28
28
years of professional experience
1
1
Certification
Work History
VP
Community Welfare (Freelance)
01.2023 - 01.2026
VP of Workforce Management
Arise
01.2021 - 01.2023
- Implemented Global WFM Practice & standardising Resource planning (Single source of truth). Implemented RACI model across shared services functions and BPO Operations. Documented Processes, Tasks & proposed system enhancements across legacy applications. WFM Transformation & Reorg (Onshore to Off shore model) - Optimising Costs & Service Revenue. Partner of choice for 2 years by meeting SLA's during peak seasons (US Tax Client & Logistics support). Worked closely with Board members to align Budget vs Operations vs Support business goals.
BPO Consultant
Independent
01.2019 - 01.2021
VP of WFM
TaskUs
01.2016 - 01.2019
- Supported the Organization growth story from an Employee base of 5000 to 10000 in 2 years. Successful Launch & implementation of Teleopti (WFM tool) within first 6 months. Creation of manpower planning process & standardisation of Hiring demand needs between Clients, Operations, Recruitment & WFM delivery (Single source of truth). Institutionalized WFM KPI's & Processes like Shrinkage Management, Seats Planning, Schedule Adherence etc. at the Organization level rolling it down to Geo, Site & Agent level. First Support Leader to successfully implement Site level dedicated WFM Structure & hired excellent leaders covering all delivery locations within Philippines & Taiwan region. Proposed & Ideated a Global WFM delivery model to support expansion plans covering US & India. Delivered & facilitated a first Global WFM Seminar in order to cross skill leadership & ensure WFM processes from Philippines are replicated for US & India operations. Helped in building synergies. Lowest Operational shrinkage across Philippines sites for 2 successful years based on Holiday planning exercises successfully executed by WFM Team. Had the opportunity to represent WFM & was part of Pilot Team visiting a prestigious social media client in US to help bag the business for TaskUs. Created the first Resource & capacity planner for launch. Consistently met Dept level E SAT targets for 3 years & instituted an internal Ticketing portal to track Client services & Operations requests. This helped in reporting of on time/backlog for WFM.
WFM Shared Services Head
Sutherland
01.2016 - 08.2016
- Heading the APAC WFM Shared Services group comprising of 500 + WFM professionals covering functions like Forecasting, Staffing, Scheduling, Reporting, Automation, RTA & Seats planning which supports business verticals spanning across India & Philippines. Successfully launched structured WFM support for a Government run Health Campaign on ground in our Houston Site (US). Hiring of WFM Directors & setting up of Reporting Automation Team focusing on improving productivity, efficiency & overall health of WFM Delivery towards Operations. From a Brick & Mortar WFM delivery model, created & implemented a new WFM Organization which was designed to support Operations by Business verticals. Supported the Launch of IEX WFM tool in 2015 just after setting up the Vertical WFM Structure.
Sr. Director of WFM, Reporting & Cap Plan
Sutherland
01.2014 - 01.2015
AVP of WFM, Reporting & Automation
Aegis
01.2011 - 01.2014
- Tasked to right skill the WFM function - People + Processes in Philippines. Managing a strong team of 65 WFM professionals within the organization spanning across specialized verticals like Banking, Financial, Travel, Hospitality, Consumer, Technology & Telecom. Supporting operations in 3 key locations (Manila, Cebu & Baguio). Replicating WFM SOP document in Philippines based on COPC guidelines implemented in India. Instituted voc (WFM C-SAT) feedback mechanism for WFM from clients & internal stakeholders. Providing business planning insights to the VP of WFM from a strategic & performance standpoint. Initiated 3 key projects that have a direct impact on Revenue and Cost from a PnL perspective. Lead other automation projects like creating a centralized Global Command Center that serves as Callcenter ATC for CEO's & CXO level in order to effectively engage real-time management for an Operations size that spans more than 10000 production FTE's across various locations. Part of the project team that created a daily revenue tracker tool for the CEO of the region. Initiated Revenue model for WFM (WFO) effective Q2 – 2013.
Sr Manager of Workforce Management & MIS
Aegis
03.2010 - 03.2010
Manager of Workforce Management & MIS
Aegis
03.2009 - 03.2009
Workforce Management Manager
Aegis
03.2008 - 03.2008
Workforce Management Ast.Manager
AOL
07.2006 - 12.2006
Special project with MD Lead
AOL
01.2006 - 06.2006
Operations - Tech Q Team Lead
AOL
01.2004 - 12.2005
Operations - Sales Q Team Lead
AOL
01.2003 - 01.2004
Command Center Analyst
AOL
01.2002 - 01.2003
Customer Service Agent
AOL
01.2002 - 01.2002
Sales & Marketing Executive
AOL
01.2000 - 01.2002
Transport business Clerk
ARL Logistics
01.1998 - 01.2000
Education
Bachelors of Commerce -
Bangalore University
Bangalore01-2002
Skills
Workforce Management
Strategic planning
Business Transformation
Process improvement
Data Analytics & Automation
Financial management
Budget Forecasting
Customer Experience
Accomplishments
- Perfect attendance award from the MD in AOL for 0 leaves availed between 2002 to 2004.
- Won pot of gold contest in AOL SUBP operations during my stint as a Team lead in 2005.
- Received a consistent green score for WFM in AOL business health assessment (Quarterly reviews).
- Meeting Line Adherence from 2007 to 2008 (Ensuring 0 penalty in AOL).
- Visited Philippines in 2008 as a part of the transition Team from Aegis (People support Acquisition).
- Provided remote WFM delivery support for Aegis South Africa operations from India.
- Consistent Reporting & RTA performance via remote support for ComGroup operations in Aegis USA.
- Received 'captain of the month' in May 2011 for providing effective support to Aegis Operations.
- Selected to be relocated to Philippines as a part of Global Talent Exchange program in AEGIS (2011).
- Was nominated to be a part of AEGIS yearly summit (VIEW) held in Macau & Singapore (2011/2012).
- Awarded decade strong trophy for completing 10 years in AOL/Aegis – Dec 2012.
- Rollout of GCCP in Aegis Philippines & Setting up internal WFM Audit reporting Structure (2012).
- Institutionalised WFM Vertical Support delivery model at Sutherland Global Services (2015).
- WFM Technology implementation Award from Teleopti for TaskUs (2017).
- First Consulting experience with UK based company – Quantanite BPO (2019).
- RACI model implemented in Arise BPO (2022).
- Created RWA framework for Resident Communities (2024).
Certification
COPC certification
Interests
Cricket, Badminton, Table Tennis, Indian Instrumental Music
Timeline
VP
Community Welfare (Freelance)
01.2023 - 01.2026
VP of Workforce Management
Arise
01.2021 - 01.2023
BPO Consultant
Independent
01.2019 - 01.2021
VP of WFM
TaskUs
01.2016 - 01.2019
WFM Shared Services Head
Sutherland
01.2016 - 08.2016
Sr. Director of WFM, Reporting & Cap Plan
Sutherland
01.2014 - 01.2015
AVP of WFM, Reporting & Automation
Aegis
01.2011 - 01.2014
Sr Manager of Workforce Management & MIS
Aegis
03.2010 - 03.2010
Manager of Workforce Management & MIS
Aegis
03.2009 - 03.2009
Workforce Management Manager
Aegis
03.2008 - 03.2008
Workforce Management Ast.Manager
AOL
07.2006 - 12.2006
Special project with MD Lead
AOL
01.2006 - 06.2006
Operations - Tech Q Team Lead
AOL
01.2004 - 12.2005
Operations - Sales Q Team Lead
AOL
01.2003 - 01.2004
Command Center Analyst
AOL
01.2002 - 01.2003
Customer Service Agent
AOL
01.2002 - 01.2002
Sales & Marketing Executive
AOL
01.2000 - 01.2002
Transport business Clerk
ARL Logistics
01.1998 - 01.2000
Bachelors of Commerce -
Bangalore University