Krishna Prasad
Summary
Deputy Manager in Workforce Management with 12.5 Years of BPO Industry Expertise
Overview
12
12
years of professional experience
Work History
Deputy Manager
Concentrix
09.2022 - Current
- Manage and prepare capacity planners (Gap analysis files) for staff groups
- Proactively detect and address gaps/surpluses with partners, ensuring prompt alerts and notifications
- Analyze opportunities, provide guidance for weekly mitigation plans, and allocate volume to partners
- Support team members, reducing workload and streamlining routine tasks through task automation
- Create and automate templates using Power BI, formulas, and VBA (Macros) to meet clients' needs.
Assistant Manager
Startek
07.2021 - 09.2022
- Managed capacity planners for diverse FTEs, optimizing staffing efficiency and ensuring smooth operations
- Created and updated weekly staffing planners based on trends, requirements, and business needs
- Generated accurate volume and AHT forecasts, enabling effective resource allocation
- Proposed hiring of advisors to meet account-specific requirements, collaborating with RMG/HR & Trainers
- Monitored operational performance against service level benchmarks
- Supervised and mentored team members, conducted interviews for new WFM staff members, monitored staff performance, and implemented training programs for enhanced productivity.
Team Lead WFM/MIS
Tech Mahindra
06.2019 - 07.2021
- Actively participated and played a pivotable role in leading and contributing to numerous WFM meetings focused on schedule’s preparation & Manpower planning
- Managed capacity planning, projecting future staffing needs, and collaborating with RMG and Operations on hiring plans
- Created Long Term & Short-Term Forecast for Voice & Non-Voice process
- Generated weekly schedules in IEX using patterns and daily & weekly rules as per requirements
- Supervised a team of Sr Specialist (WFM, RTA)
- Trained & supervised new hired team members on WFM environment and its tools like IEX, CMS & Avaya
- Automated new reports using advanced MS Excel formulas, VBA programming (Excel Macros), SQL, and Power BI to summarize operational performance, analyze KPIs, study call flow trends, and identify productivity improvements.
Lead Associate - WFM
IGT
01.2019 - 06.2019
- Analyzed volume arrival pattern & created time series forecast model to generate short-term & long-term forecast
- Prepared
- Created Queue history, MU, CT & advisor's profile in IEX
- Shared daily, weekly & monthly reports to internal & external stake holders
- Prepared new Manpower Planning file based on the assumptions and requirement provided by client file.
Team Leader-MIS
Tech Mahindra
12.2011 - 12.2018
- Observed call arrival pattern and prepared time series forecast models to generate monthly requirement for the process
- Created schedules in IEX (WFM-tool) for voice lobs & manually in Excel for non-voice lobs
- Communicated daily with multiple line of business to ensure active involvement in scheduling, tactical planning, and analysis activity
- Identified trends or changes in patterns or call behavior and developed solutions to address
- Automation of all reports using MS Excel and advanced VBA Macros at operational and client level.
Education
Bachelor of Commerce (B.COM) -
Delhi University
01.2017
Secondary -
CBSE
01.2010
Matriculation -
CBSE Board
01.2008
Skills
- Long Term & Short-Term Forecast
- Manpower Planning & Resource allocation
- Data Analysis ( Power Bi, Tableau, SQL )
- Advance Excel & Google sheets (Plus VBA)
- Dashboards & reports building, Designing, implementing, altering as per requirements
Timeline
Deputy Manager
Concentrix
09.2022 - Current
Assistant Manager
Startek
07.2021 - 09.2022
Team Lead WFM/MIS
Tech Mahindra
06.2019 - 07.2021
Lead Associate - WFM
IGT
01.2019 - 06.2019
Team Leader-MIS
Tech Mahindra
12.2011 - 12.2018
Bachelor of Commerce (B.COM) -
Delhi University
Secondary -
CBSE
Matriculation -
CBSE Board
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