Kshitiz Kohli

UBER provides technology for reliable rides, food delivery, and logistics

• Manage approximately 4,000 BPO agents and approximately 3,000 COE employees, and a P&L of approximately $120 million per year
• Delivered year-over-year savings, bringing a ~40% reduction in the Cost Per Contact KPI for the region
• Provide analysis and recommendations to improve service levels and efficiency.
• Collaborate with BPO partners to balance the demand forecast and supply commitments for each sub-region within the APAC Mega Region
• Lead the Global Scheduling Function for Uber Badge COE sites across the globe, and drive schedule optimization.
• Functional Lead for Global Capacity Planning Function for Uber Badge COE Sites across the globe.
• Lead a team of high-performing WFM professionals, and coach them to deliver on business priorities and self-development

HSBC is one of the largest banking and financial services organizations in the world

• Supported 23 global markets for HSBC in providing Command Center support in real time.
• Established the Global Command Center framework, policies, and procedures, including the Follow The Sun Model with integration from the US, UK, and APAC Command Centers.
• Oversaw the scheduling governance for the UK and MENA, and provided recommendations for optimization.
• Lead a team of 100 WFM professionals across the globe to support the Global Command Center.
• Establishing the Global Command Center framework, policies, and procedures.

• Support Global TLS business for American Express for Forecasting, Capacity Planning, Scheduling & MIS functions
• Lead a team of 14 Individual contributors to support the Global WFM
• Support Forecasting & Capacity Planning for 24 International markets and US for budgeting, planning perspective for ~ 5000 FTE’s strong workforce
• Support Business Transformation Goals from Financial point of view for the Business $$ targets
• Provide innovative solutions to business to improve productivity, gain efficiency and optimize resources
• Coach/Develop support the team from an employee perspective

• On Deputation in Mississauga, Canada to work on Forecasting Project
• Project involves forecasting & creating new causal models basis Call Purpose from Clients
• Project scope: Long Term (18 month) Forecast on Call volume, Average Handle Time, creating a framework model for defining future capacity models
• Worked on creating new capacity plan models to reflect accurate by week volume forecast, staffing needs, solving for the demand & providing SL Forecast by channel by week for Executives to make decisions accordingly