Manesh Kumar M
Workforce Management
Banglore, Karnataka
Summary
Career Summary:- Result oriented professional with 14+years of experience in Workforce Management. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
15
15
years of professional experience
2
2
years of post-secondary education
4
4
Languages
Work History
Workforce Manager
[24]7.ai
Bangalore, Karnataka
11.2018 - Current
- Fostered relationships with internal personnel to cultivate optimal service levels, attrition and quality.
- Engaging with multiple stakeholders on projects and process improvement plans
- Managed team, driving productivity and reducing process lags by training staff in best practices and procedures.
- Achieved Best Manager for 3 consecutive years.
- Achieved employee satisfaction survey score above 95%
- Managing workforce of multiple centres in India and outside
- Providing visibility on financial and driving attainments
- Streamlined resource planning by creating a central structure
- Automation of reports through Bots to improve efficiency
- Collaboration with Sales and Finance teams on new business proposals on Staffing pricing related metrics
Associate Manager
Sutherland Global Services
Chennai, Tamilnadu
07.2017 - 11.2018
- Handled Scheduling for Retail businesses efficiently
- Preparing outlook schedules for peak seasons for better understanding the requirement and make adjustments in the plan as per requirement
- Preparing the intraday forecast volumes AHT and Shrinkages per the recent call trends
- Successfully transitioned accounts to IEX
- Ad-hoc based on the severity and requirements of stakeholder
- Conceptualize, design reports as required by Management/Client
- Achievements:
- Managed Scheduling for retail accounts which are based on seasonal ramp up and ramp down
- Executed successful IEX set up for new accounts and the transition of existing account to IEX
- Various Analysis and recommendations shared for Optimal Staffing and performance improvement
- Provided IEX and Scheduling training to new team members
- Prepared scenarios for Ramp up of new setups and sites
Sr. Workforce Coordinator
Sitel India Ltd
Mumbai, Maharashtra
10.2014 - 06.2017
- Handling the Manpower Planning,Forecasting and Scheduling
- Coordinating with the operations on the changes and updates required for Manpower Planning and Forecasting
- Sharing and exchanging of updates and feedback for the Planning assumptions on Weekly Hiring Calibration Calls
- Uploading the Forecast volumes in IEX WFM Tool on Monthly Level as per the recent call trends
- Presenting the Financial Data for the accounts for a calendar year
- Updating Operations and management on the Performance leakages and Financial Impacts
- Ad-hoc based on the severity and requirements of stakeholder
- Successfully automated majority of reports using excel VBA to reduce manual work
- Conceptualize, design reports as required by Management/Client
- Achievements:
- Managed Capacity Planning,Forecasting& Scheduling for Critical account
- Executed successful IEX set up for new LOB's
- Various Analysis and recommendations shared for Optimal Staffing and Revenue impact
- Prepared scenarios for Ramp up of new setups and sites
- Staffing plans maintained and shared with clients for 24 months Outlook
Sr. AssociateMIS
Tech Mahindra Ltd
Chandigarh
05.2014 - 09.2014
- Sr
- MIS Associate for an International Process,my key job responsibilities were Preparing client reports, Payroll management, Agents productivity analysis
- Report Automation as per operational requirements
- Managed schedules for Voice/Non voice teams.
Associate
Kochar Infotech
Amritsar, Punjab
06.2013 - 05.2014
- Assigned with the activity of preparing and maintaining the following reports: SL reports , Program Performance Report , Agent Productivity Report , Call Type Reports , Unique/repeat Calls , ICF report , Tagging analysis etc..
- Prepared Weekly Forecast and Involved in the process of Scheduling
Associate
FirstsourceSolutions Pvt. Ltd
Coimbatore, Tamilnadu
01.2009 - 06.2013
- Assigned with the activity of preparing the following reports: Performance Reports , Agent Productivity Report , Updating KPI Dashboard , Late logins , Break exceeds , MTD projections etc
- Effectively managed RTA
- Understand requirement design report format and followup with Client, Operations and Quality team on various reporting.
Education
Higher Secondary - Humanities
06.2004 - 03.2006
Skills
Workforce improvements
Timeline
Workforce Manager - [24]7.ai
11.2018 - Current
Associate Manager - Sutherland Global Services
07.2017 - 11.2018
Sr. Workforce Coordinator - Sitel India Ltd
10.2014 - 06.2017
Sr. AssociateMIS - Tech Mahindra Ltd
05.2014 - 09.2014
Associate - Kochar Infotech
06.2013 - 05.2014
Associate - FirstsourceSolutions Pvt. Ltd
01.2009 - 06.2013
GHSS Mankara - Higher Secondary, Humanities
06.2004 - 03.2006
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