Gopal Krishna Verma
Team Leader, Workforce Management
Bengaluru
Summary
Accomplished WFM Leader with a successful track record and experience of 9+years experience in related fields, including ~8 years in WFM Profile. Experience in workforce or labour management function, Process/Business migration, financial planning and analysis. Strong business acumen and analytical skills, self- motivated, independent and with high integrity, knowledge in Employment Ordinance and good track record of transferring skills and people development are essential.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
Work History
Team Leader, Workforce Management
Standard Chartered Global Business Services
Bengaluru
09.2022 - Current
- Workforce Management Expertise: Expert in all facets of workforce management, including long, medium, and short-term forecasting, scheduling, Realtime management, ID management, WFM team and stakeholder management.
- Performance Management: Accountable for developing and implementing strategies to consistently exceed monthly and annual service level targets by appropriate manpower planning and scheduling. Proactively identify potential issues, conduct root cause analysis, and develop mitigation plans to surpass SLA and KPI goals.
- Scheduling and Capacity Planning: Proficient in scheduling tools (NICE IEX, Verint) and Erlang C calculations. Develop agent and support staff rosters to meet service objectives and coverage requirements. Provide expert recommendations on scheduling and capacity planning, including "what-if" simulations, FTE requirement calculations, and resource optimization through intelligent shift simulations.
- ACD and Reporting Tools: Expertise in ACD tools (Avaya CMS, Genesys, Amazon CSC, Amazon Web Services) for real-time monitoring, skill set management, and ID creation. SME in MI reporting and BI report generation.
- Stakeholder Management and Communication: Lead daily performance review calls with
- Country Heads and Product Managers, providing data-driven recommendations to enhance KPI performance. Deliver expert input to optimize service delivery in multi-skilled, multi-lingual contact centre environments.
- Process Improvement and Governance: Specialist in creating governance frameworks to minimize errors in scheduling, capacity planning, and real-time management. Experience implementing and optimizing WFM software, including Verint & NICE IEX.
- Global WFM Experience: Successfully managed workforce operations across 8 countries, demonstrating expertise in navigating diverse cultural and regulatory environments.
- Training and Mentoring: Developed and delivered training programs for WFM team members, Real Time & Reports Analysis professional development and best practices.
- • Project Management: Successfully managed 2 WFM-related projects, where we shifted from Excel based scheduling to Verint based scheduling in Teleperformance and in Standard charted I have handled a project where the WFM system migration from Verint to NICE IEX.
Sr Analyst - WFM
Teleperfomance
New Delhi
06.2018 - 12.2021
- Collected and updated volume Trend information and data to develop forecasts and report current Status
- Break & Unproductive Aux Scheduling
- Generate timely and accurate reports for analysis.
- Creating Dashboard report and presenting it to the concern Department.
- Implement practices and metrics to improve operational efficiencies.
- Taking care of monthly Deck.
- Understanding the project Metrics and coordinating with the clients to implement something for the continuous improvement of the project.
Sr. WFM ANALYST
Tech Mahindra Business Services
Calcutta
07.2015 - 06.2018
- Tracked Real-Time Performance and draft Plan to improve efficiency
- Real-Time Monitoring & Reporting – Daily, Weekly Monthly in Excel
- Generate timely and accurate reports for analysis. Creating Dashboard report and presenting it to the concern Department.
- Implement and analyze data to create daily, weekly, monthly and quarterly reports.
- Managing the Monthly, Weekly and Daily Report through in-depth analysis and producing the actionable information.
- Implement practices and metrics to improve operational efficiencies.
- Generating & maintaining day to day MIS data updating the management.
- Take care of the Monthly Revenue of the aligned project.
- Preparing the Final Revenue report for the center.
Education
Bachelor of Arts - Geography
DORANDA COLLEGE
Ranchi, India 06.2010 - 04.2013
Skills
Project planning
Data analysis
Time management abilities
Workflow management
Call center operations
Business/Process/Tool migration - Planning & execution
Learning Skill- Power BI, SQL, Python and ML (Machine Learning)
Accomplishments
• Grabbed 3 promotions in Tech Mahindra & Teleperformance WFM Team between 2016 and 2022
• Recognized as "Star Performer of the Year" at Tech Mahindra, Teleperformance and Standard Chartered Global Business Service Pvt. LTD
• Managed all verticals in Teleperformance, including RTA, MIS and Work force team.
• Awarded with GEM award – Business champ for 2022 ,2023 & 2024 for in Standard Charted Bank.
Timeline
Team Leader, Workforce Management
Standard Chartered Global Business Services
09.2022 - Current
Sr Analyst - WFM
Teleperfomance
06.2018 - 12.2021
Sr. WFM ANALYST
Tech Mahindra Business Services
07.2015 - 06.2018
Bachelor of Arts - Geography
DORANDA COLLEGE
06.2010 - 04.2013
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