Khan Mohd Shadab Ansar
Mumbai
Summary
Workforce Management professional with 4+ years of experience across RTA, WFM Executive, MIS Executive, and WFM Team Leader roles in large BPO environments. Currently managing workforce operations for ~350 FTE across Voice, Back Office, and Chat processes. Expertise in forecasting, scheduling, shrinkage control, SLA/KPI management, reporting automation, and stakeholder coordination using Excel, Power BI, and workforce tools.
Overview
7
7
years of professional experience
Work History
WFM Team Leader
Teleperformance India
02.2024 - Current
- Leading RTA, WFM & MIS team supporting ~350 FTE.
- Driving forecasting, capacity planning & real-time staffing adjustments.
- Managing shrinkage (~25%) and SLA compliance.
- Preparing staffing models, dashboards & performance insights for leadership.
MIS Executive
Teleperformance
05.2023 - 01.2024
- Automated daily/weekly/monthly reports & dashboards.
- Managed billing, payroll processing & KPI scorecards.
- Conducted variance analysis & trend reporting.
WFM Executive & RTA
Teleperformance
05.2022 - 04.2023
- Real-time monitoring & intraday management.
- Agent productivity tracking (AHT, Occupancy, Login Hours).
- Supported scheduling & workforce planning activities.
MIS Executive
Athena BPO Pvt. Ltd.
04.2021 - 05.2022
- Prepared KPI dashboards, region-wise comparison reports & sales analytics.
- Client coordination & incentive management.
Back Office Executive
Prime Teleservices Pvt. Ltd.
04.2019 - 08.2020
- Managed high-value corporate accounts & payment resolutions.
- Handled TDS posting, service restoration & customer coordination.
Education
Post Graduate Diploma in Management - Operations
Welingkar Institute of Management
Bachelor of Commerce -
University of Mumbai
Higher Secondary Certificate -
University of Mumbai
Skills
- Real-Time Workforce Management (RTA)
- Forecasting
- Scheduling
- Capacity Planning
- Shrinkage Planning
- SLA/KPI Management
- MIS Reporting
- Dashboard Automation
- Billing
- Payroll
- Scorecard Management
- Multi-Channel Operations
- Team Leadership
- Stakeholder Coordination
- Advanced Excel
- Power BI
- Data Visualization
- Reporting
- MS Office Suite
- Workforce Tools
- Real-Time Monitoring Systems
Personal Information
Relocation: Dubai / UAE
Languages
English
Upper Intermediate
B2
Hindi
Proficient
C2
Timeline
WFM Team Leader
Teleperformance India
02.2024 - Current
MIS Executive
Teleperformance
05.2023 - 01.2024
WFM Executive & RTA
Teleperformance
05.2022 - 04.2023
MIS Executive
Athena BPO Pvt. Ltd.
04.2021 - 05.2022
Back Office Executive
Prime Teleservices Pvt. Ltd.
04.2019 - 08.2020
Post Graduate Diploma in Management - Operations
Welingkar Institute of Management
Bachelor of Commerce -
University of Mumbai
Higher Secondary Certificate -
University of Mumbai