Kayas Hussain
New Delhi
Summary
Workforce Management leader with 13+ years of experience in developing and optimizing WFM functions in global BPO settings. Expertise in establishing WFM departments, leading cross-functional teams, and implementing effective forecasting and scheduling systems. Focused on aligning WFM strategies with business objectives to enhance operational efficiency and service delivery.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Manager (WFM/MIS)
BT (British Telecom)
06.2023 - Current
- Spearheading real-time team management to consistently meet SLA targets, ensuring optimal performance.
- Design and implement interactive dashboards for real-time reporting of key metrics and KPIs.
- Analysing forecasted vs. actual volumes to drive resource optimization and ensure service efficiency.
- Collaborating with teams to align headcount to demand through predictive hiring models.
- Been part of ITT (Intend to Tender) for Openreach bidding for new work and rate card management.
- Efficiently manage people, budgets, and materials involved in the tender process.
- Meeting deadlines is crucial in ITT management, as delays can affect project timelines and vendor relations.
- Developing and managing schedules, factoring in offline activities within shrinkage parameters.
- Overseeing capacity planning to determine FTE requirements and managing seating allocations across multiple sites.
- Leading cross-functional teams, ensuring alignment with business objectives and optimizing operational workflows.
- Identifying potential legal and regulatory risks in the contracts or processes and taking steps to mitigate them.
- Working with Sales Team for pricing model and provide insights into competitive pricing strategies helping to set a competitive and reasonable price for the tender submission.
Team Leader (WFM)
BT (British Telecom)
11.2017 - 06.2023
- Led real-time team operations, meeting key SLA benchmarks, and improving service delivery efficiency.
- Managed forecasting and scheduling to align with business needs, driving resource optimization.
- Developed and maintained operational schedules, accounting for off-peak activities, and shrinkage.
- Conducted in-depth capacity planning and worked closely with stakeholders to ensure service delivery goals were met.
- Led a team responsible for seat utilization, ensuring that space and resources were efficiently allocated.
Sr. WFM Executive (WFM)
BT (British Telecom)
11.2015 - 11.2017
- Managed schedule exceptions and adjustments on a daily basis, ensuring operational goals were met.
- Conducted real-time and intra-day monitoring to maintain service levels and resolve operational bottlenecks.
- Delivered detailed daily, weekly, and ad hoc reports to senior management, driving data-driven decision-making.
- Led time and attendance tracking and managed resourcing calls, improving overall staffing effectiveness.
Sr. WFM Executive (WFM)
HCL BSERV [Formerly HCL BPO]
07.2014 - 11.2015
- Monitored real-time operations, ensuring alignment with organizational goals and service-level agreements (SLAs).
- Delivered operational reports on a daily, weekly, and monthly basis, contributing to strategic decision-making.
- Worked with management to address real-time performance issues and optimize operational flow.
Floor Coordinator A3 (WFM)
Convergys India Pvt Ltd
02.2013 - 06.2014
- Oversaw workforce planning and real-time management, ensuring SLAs were consistently met.
- Generated detailed performance reports, supporting various departments and client teams in meeting service objectives.
- Utilized workforce management tools (IEX, Cognos, CRDB, Aspect) to maintain operational standards.
Service Level Desk Executive (WFM)
HCL BSERV [Formerly HCL BPO]
07.2011 - 12.2012
- Managed real-time adherence and coordinated with clients to ensure smooth operations.
- Developed weekly rosters and provided real-time training to improve adherence and service delivery.
Customer Care Executive
HCL BSERV [Formerly HCL BPO]
07.2008 - 06.2011
- Responsible for order processing, managing emails, and ensuring prompt resolution of customer queries for a UK Telecom major.
Education
Bachelor of Commerce -
School of Correspondence
01.2013
12th Grade - CBSE
Gagan Bharti Senior Secondary School
01.2006
Schooling -
Himalaya Vidya Mandir
Kathmandu, Nepal01.2004
Skills
- Workforce management and scheduling
- Tender experience and pricing management
- Business transition and SOR handling
- Timeline creation and milestone setting
- Risk identification and mitigation strategies
- Supplier evaluation and compliance management
- Cost forecasting and budget allocation
- Operational efficiency and SLA oversight
- Capacity planning and forecasting
- Process optimization and business transformation
- Real-time adherence and resource allocation
- Stakeholder engagement and relationship building
- Data analysis and reporting skills
- Team leadership and development strategies
- Data quality management and accuracy assurance
- Dashboard design for KPI tracking
Certification
- Basic computer knowledge (MS Office)
- WFM certification from Call Center School
- Forecasting models and techniques (GWFM)
Hobbies and Interests
- Reading books
- Watching movies
- Listening to music
Personal Information
- Date of birth: 12/20/88
- Marital status: married
- Father's name: Mohammed Mustaquim
Languages
Hindi
First Language
English
Proficient (C2)
C2
Nepali
Upper Intermediate (B2)
B2
Accomplishments
- Star Performer Award – recognized by BT for exceeding SLA targets and leading successful ITT submissions
- Leadership Excellence Award – honored for leading a cross-functional team during a major WFM transformation project
- Best Process Innovator – awarded for designing and implementing a new forecasting model that improved accuracy by 20%
- Employee of the Quarter – multiple-time recipient for outstanding performance in real-time operations and reporting
- Client appreciation certificate – received commendation from onshore partners for seamless transition and WFM support
Affiliations
- Led the WFM tool implementation project, spearheaded the rollout of a new WFM platform across multiple sites, including training and SOP development
- WFM knowledge sharing sessions – conducted internal workshops to upskill junior WFM staff on forecasting, scheduling, and real-time adherence
- Process documentation lead – created SOPs and governance frameworks for newly established WFM functions
- Cross-departmental collaboration – partnered with HR, IT, and operations to align WFM strategy with organizational goals
- Mentorship program – mentored more than five junior WFM professionals, helping them grow into team lead roles
References
References available upon request.
Timeline
Manager (WFM/MIS)
BT (British Telecom)
06.2023 - Current
Team Leader (WFM)
BT (British Telecom)
11.2017 - 06.2023
Sr. WFM Executive (WFM)
BT (British Telecom)
11.2015 - 11.2017
Sr. WFM Executive (WFM)
HCL BSERV [Formerly HCL BPO]
07.2014 - 11.2015
Floor Coordinator A3 (WFM)
Convergys India Pvt Ltd
02.2013 - 06.2014
Service Level Desk Executive (WFM)
HCL BSERV [Formerly HCL BPO]
07.2011 - 12.2012
Customer Care Executive
HCL BSERV [Formerly HCL BPO]
07.2008 - 06.2011
Bachelor of Commerce -
School of Correspondence
12th Grade - CBSE
Gagan Bharti Senior Secondary School
Schooling -
Himalaya Vidya Mandir
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