Hi, I’m
Mandeep Singh Chawla
Workforce Management
New Delhi
Summary
Detail-oriented and systematic professional well-versed in Workforce Management ecosystem and successful at utilizing diverse resources and analytical strategies to make effective decisions about workforce needs. Collaborative and open team player adept at working with management to find and implement effective solutions.
Overview
6
years of professional experience
5
years of post-secondary education
4
Languages
Work History
SITEL IndiaGurgaon
Workforce Planner
12.2021 - Current
Job overview
- Executing Workforce planning activities including results analysis, trend interpretation, predicting upcoming demand and movements in headcount, and working with the leadership team to suggest and take talent actions to keep supply and demand in balance at both on operational and strategic level.
- Participate in managing the budgeting and planning process for headcount, FTE and compensation of global functions in partnership with respective functional finance leads.
- Coordinate with various departments like recruitment, training and employee relations for smooth functioning of Workforce Planning Fulfillment Solution Partner activities.
- Create insightful analysis to allow stakeholders to understand performance drivers to proactively highlight risks, issues and opportunities for improvement.
- Liaise between multiple business divisions to improve communications.
- Perform ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Managing team, driving productivity and reducing process lags by training staff in best practices and procedures.
Concentrix India (Legacy Convergys)Gurgaon
Assistant Manager, WFM
03.2021 - 12.2021
Job overview
- Mentored team members to enhance professional development and accountability in workplace.
- Created weekly/monthly schedules, reconcile headcount, Holiday Planning, Shrinkage assumptions with Ops team for the assigned Projects.
- Reviewed and recommended shift and schedule changes based on LRFs/SRFs, intra-day volume arrival pattern, AHT trends.
- Maintained an optimum balance between Operations preferences vs. Business Goals (SLAs to take precedence).
- Long term headcount / FTE planning based on forecasts created.
- Monitored productivity and planning metrics to ensure adequate staffing in coordination with training, meetings, 1:1 sessions, breaks/lunches, etc.
- Overseen, Coached and Up-skilled team of Planning and Scheduling coordinators to ensure that goals are met or exceeded.
- Produced dashboards and presentations for senior leadership covering received volume, team performance, schedule adherence, handle times, and additional KPIs.
Tech Mahindra Ltd.Noida
Team Leader - WFM
12.2019 - 03.2021
Job overview
- Created & Provided interval level Capacity, Staffing requirements & Schedules on weekly and biweekly level on IEX tool.
- Analyzed forecasted volume and available staff to ensure the staff is scheduled efficiently, utilized the available resources and achieved the service level targets.
- Mitigated capacity risks of business by managing dependencies across multiple operating units.
- Devised multiple Scheduling and Planning calls on weekly basis to conclude the final capacity outlook.
- People engagement and performance enhancement including managing team of WFM associates and their performances.
Concentrix India (Legacy Convergys)Gurgaon
Lead WFM
04.2016 - 12.2019
Job overview
- Handled the Tier-1 metrics, Service Level, ASA, Abandoned percentage, Occupancy etc., ensuring overall profitability of the processes.
- Responsible for the day-to-day, monitoring of projects for Real-Time Adherence, Schedule Adherence, Line Adherence and other related Work Force Management functions.
- Suggest an action plan to onsite real-time teams by reviewing and analyzing the performance of the program on a daily, weekly and monthly basis.
Education
Himalayan UniversityArunachal Pradesh, India
Bachelor of Computer Applications from Computer Science
08.2014 - 07.2017
Central Board Of Secondary EducationPunjab, India
Intermediate (12th Grade) from Science, Mathematics And English
05.2013 - 06.2014
Central Board Of Secondary EducationUttar Pradesh, India
High School (10th Grade) from Science, Mathematics And English
05.2010 - 06.2011
Skills
Interpersonal Communication
Contact Center Management
Capacity Planning and Scheduling
Microsoft Office proficiency
Training and mentoring
Program management
Team building and development
Nice IEX and Genesys WFM proficiency
Avaya CMS proficiency
Workday and SuccessFactor proficiency
Reporting skills
Statistic analysis
Process implementation
Forecasting expertise
Additional Information
I do hereby confirm that all the statements made in this CV are true and complete to the best of my knowledge and belief.
Mandeep Singh Chawla
Timeline
Workforce Planner
SITEL India
12.2021 - Current
Assistant Manager, WFM
Concentrix India (Legacy Convergys)
03.2021 - 12.2021
Team Leader - WFM
Tech Mahindra Ltd.
12.2019 - 03.2021
Lead WFM
Concentrix India (Legacy Convergys)
04.2016 - 12.2019
Himalayan University
Bachelor of Computer Applications from Computer Science
08.2014 - 07.2017
Central Board Of Secondary Education
Intermediate (12th Grade) from Science, Mathematics And English
05.2013 - 06.2014
Central Board Of Secondary Education
High School (10th Grade) from Science, Mathematics And English
05.2010 - 06.2011