Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
PROFILE SYNOPSIS
PROJECTS @ GOOGLE OPERATIONS CENTER
Timeline
Generic

Mahesh Kumar Dyavershetty

HYDERABAD

Summary

Dynamic Workforce Management Manager with a proven track record at Google Operations Centre, scaling teams from 4 to 90. Expert in workforce planning and data analysis, driving operational efficiency and strategic resource allocation. Recognized for enhancing performance metrics and fostering stakeholder engagement through effective communication and leadership.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Workforce Management Manager

Google Operations Centre
Hyderabad
08.2019 - Current
  • Currently managing workforce teams across multiple sites, including vendor and stakeholder management, HC management, budgeting, and annual planning.
  • Scaled the workforce management team from four to over 90 members in three years.
  • Led WFM system implementation, enhancing operational efficiency across business lines.
  • Supporting the Strategic and Operations Team in HC planning and allocation.
  • Developed documentation for requirements in applied statistics and data analysis.
  • Improved workforce performance through strategic planning and resource allocation.
  • Collaborated with HR and operations teams to achieve organizational goals.
  • Executed Timekeeper, scheduling, forecasting, and analytics configuration accurately.
  • Oversaw multi-channel contact center staffing, elevating service delivery effectiveness.
  • Conducted quarterly performance reviews for WFM team members, emphasizing professional growth.

Team Manager

Cognizant
Hyderabad
07.2018 - 07.2019
  • Delivered reports on key performance metrics to executives, optimizing Google Ads staffing.
  • Forecasted workload using historical data, aligning staffing with business objectives.
  • Established and maintained key performance indicators for CSAT, TRT, NCC, CTQ (Critical to Quality) and CTP (Critical to Process).
  • Communicated across departments to refine call center workload forecasts
  • Developed staffing plans addressing various operational scenarios effectively
  • Analyzed impact of staffing changes on operational costs through detailed budget reports
  • Streamlined workflow processes to enhance efficiency in planning and operations
  • Recognized for implementing process improvements that added value to organization

Team Leader

Cognizant
Hyderabad
04.2016 - 07.2018
  • Managed a team of four real-time analysts and two reporting analysts.
  • Oversaw daily operations involving planning, forecasting, real-time monitoring, and reporting.
  • Monitored agent schedule adherence with workforce management software and reported infractions to supervisors.
  • Assisted in developing weekly staffing schedules utilizing workforce management software.
  • Led root cause analysis initiatives to mitigate customer experience impacts.
  • Acted as the voice of operations to enhance colleague engagement with staffing strategies.
  • Ensured timely delivery of processes from pilot phase to business-as-usual (BAU).
  • Mapped client requirements and provided solutions aligned with operational guidelines.

Senior Analyst

Sitel
Hyderabad
10.2014 - 04.2016
  • Delivered real-time support and scheduling coordination for over 1,000 agents across three regions.
  • Monitored real-time statistics to assess service levels and staffing through data analysis.
  • Collaborated with Training Department to achieve a 98% completion rate for training sessions.
  • Developed staffing models and designed new shift patterns for continuous 24/7 operations.
  • Oversaw staffing and inbound volumes in a multi-channel contact center, improving service delivery.
  • Directed forecasting and planning for all contact channels to optimize seasonal hiring strategies.
  • Conducted range forecasts and formulated workforce management strategies for dynamic environments.

Associate

HCL Technologies
Hyderabad
10.2012 - 10.2014
  • Delivered customer service support for inquiries, complaints, and returns efficiently.
  • Managed incoming calls regarding orders and product inquiries to resolve issues promptly.
  • Guided customers in item selection and addressed product-related questions effectively.
  • Trained new associates on store operations, policies, and procedures to enhance team performance.
  • Identified customer needs swiftly to provide tailored solutions.
  • Utilized effective time management skills to complete tasks on schedule.

Education

Bachelor of Science - Computer And Information Sciences

Vidya Dayini Model High School
Hyderabad, India
04-2008

Skills

  • Communication and leadership skills
  • Standard Operating Procedure (SOP)
  • Tech savvy and Critical thinking
  • Workforce Planning and Forecasting
  • Data analysis and Performance metrics
  • Vendor and Stakeholder management
  • Process improvement and Operational efficiency
  • Coaching and Mentoring strategies
  • Stakeholder engagement and Communication
  • Strategic thinking and Problem solving
  • Team building and Leadership skills
  • Scheduling and Real-time expertise
  • Performance Management
  • Business Intelligence Reporting and Root cause Analysis

Accomplishments

  • 4 Touchstone awards to date for my performance in GOC across multiple years from 2023 to date
  • Constellation Award for Q2 in 2023
  • Employee of the Year (GOC'er of the Year Award) in 2022 for 2021 performance
  • Gold Award for BCP planning and implementation in 2020
  • HCL Charger Award for the year 2012 as a new joiner

Certification

  • Google Analytics
  • Introduction to Generative AI Learning Path Specialization

Languages

English
First Language
Telugu
Proficient (C2)
C2
Hindi
Proficient (C2)
C2

PROFILE SYNOPSIS

  • Accomplished product management professional, with 13+ years’ experience in dynamic environments, known for executing large projects from concept to completion, optimizing support operations and improving customer experience
  • Expertise in establishing scalable processes, developing and leading high-performing teams, utilizing people management skills to achieve KPI and SLA metrics, and leveraging data-driven analysis to re-define processes and policies.
  • As an Product Support Manager, expert in day-to-day execution of the product support strategy and the management of all customer-facing departments.
  • Comfortable working across the enterprise from stakeholder, BA's PMO's, Engineering Technology teams while delivering C level presentation on project statuses

PROJECTS @ GOOGLE OPERATIONS CENTER

D&S Hive:

  • Schedule Optimization - Timely HC Anslysis was shared with the D&S stakeholders and because of the same $554,627 savings are achieved through the Staff Group Optimization project (Multiple sites used to operate initially and with our analysis and observation, we could reduce the no of sites and hence savings achieved. Also, utilization and occupancy are improved)

GOC Automation:

  • Played key role in developing Nerve Centre GOC’s next-generation command center

Timeline

Workforce Management Manager

Google Operations Centre
08.2019 - Current

Team Manager

Cognizant
07.2018 - 07.2019

Team Leader

Cognizant
04.2016 - 07.2018

Senior Analyst

Sitel
10.2014 - 04.2016

Associate

HCL Technologies
10.2012 - 10.2014

Bachelor of Science - Computer And Information Sciences

Vidya Dayini Model High School

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Mahesh Kumar Dyavershetty