Manish Negi
Assistant Manager/ Lead (Workforce Management)
New Delhi
Summary
WFM Assistant Manager with over 8+ years of successful experience. Seeking the position where my knowledge in Work Force Management will be fully utilized to obtain efficacy and effectiveness in the organization.
Overview
9
9
years of professional experience
Work History
WFM - Lead
Infosys BPM
09.2025 - Current
- Provide real-time monitoring via tools (Avaya CMS, Genesys, Livevox, Salesforce, etc.). And workforce management techniques.
- Make intra-day adjustments to maximize resource efficiency and achieve service-level objectives.
- Manage agent scheduling (i.e., shifts, training, vacation, meetings, overtime, off-line work, exceptions, etc.). To ensure that daily service-level objectives are met. Make scheduling adjustments and recommendations to management based on business needs.
- Create daily, weekly, and monthly contact volume forecasts by analyzing inbound call activity and historical trending.
- Provide management with information and analysis regarding workload, traffic distribution, and service level performance.
- Ability to create and manipulate tables, charts, graphs, formulas, and pivot tables in Microsoft Excel.
- Handling a team of eight WFM/MIS resources to manage the various clients and requirements.
- Daily client and internal leadership reviews and meetings on the bottom quartile and key performance indicators, which include SLA, service levels, attendance, shrinkage, etc.
- Transition of new projects and template creation for reporting purposes.
- Led employee database management and employee experience programs for 1,000+ employees spread across global sites (APAC, Europe, USA).
- Preparation of weekly, monthly, quarterly, half-yearly, and yearly business reviews around performance, KPIs, and SLAs.
- Schedule creation on Genesys, Nice CX One.
- Attendance correction based on tools, Jira tickets, and call-out tracker.
- Conduct a high-volume outbound calls campaign, renewal, or upgrade.
- Dashboards built on Power BI, Tableau, or Google Data Studio.
WFM – Assistant Manager
Pole To Win India Pvt. Ltd.
02.2023 - 02.2025
- Manage auditing, compliance checks on billing, and revenue.
- Make intra-day adjustments to maximize resource efficiency, and achieve service level objectives.
- Provide regular reports and dashboards to management, highlighting key performance indicators (KPIs), and recommending adjustments.
- Ensure the efficient use of resources by balancing workload demands with employee capabilities, and availability.
- Continuously assess and improve WFM processes, focusing on increasing efficiency, and reducing operational costs.
- Daily client and internal leadership reviews and meetings on the bottom quartile and key performance indicators, which include SLA, service levels, attendance, shrinkage, etc.
- Transition of new projects and template creation for reporting purposes.
- Led employee database management and employee experience programs for 1,000+ employees spread across global sites (APAC, Europe, USA).
- Preparation of weekly, monthly, quarterly, half-yearly, and yearly business reviews around performance, KPIs, SLAs, and revenue.
- Dashboards built on Power BI, Tableau, or Google Data Studio.
WFM – Assistant Manager
Concentrix Daksh Services
07.2016 - 02.2023
- Provide real-time monitoring via tools (Avaya CMS, WPMS, Google Data Studio, etc.). And workforce management techniques.
- Manage auditing, compliance checks on billing, and revenue.
- Make intra-day adjustments to maximize resource efficiency and achieve service-level objectives.
- Manage agent scheduling (i.e., shifts, training, vacation, meetings, overtime, off-line work, exceptions, etc.). To ensure that daily service-level objectives are met. Make scheduling adjustments and recommendations to management based on business needs.
- Create daily, weekly, and monthly contact volume forecasts by analyzing inbound call activity and historical trending.
- Provide management with information and analysis regarding workload, traffic distribution, and service level performance.
- Ability to create and manipulate tables, charts, graphs, formulas, and pivot tables in Microsoft Excel.
- Handling a team of 10 WFM/MIS resources to manage the various clients and requirements, which are from the FMCG, content moderation, and consumer durable industries.
- Daily client and internal leadership reviews and meetings on the bottom quartile and key performance indicators, which include SLA, service levels, attendance, shrinkage, etc.
- Transition of new projects and template creation for reporting purposes.
- Led employee database management and employee experience programs for 1,000+ employees spread across global sites (APAC, Europe, USA).
- Preparation of weekly, monthly, quarterly, half-yearly, and yearly business reviews around performance, KPIs, SLAs, and revenue.
- Dashboards built on Power BI, Tableau, or Google Data Studio.
Education
B.COM -
Delhi University
01.2016
Office Management - Administration Work
YMCA
01.2013
Skills
Realtime Management
Timeline
WFM - Lead
Infosys BPM
09.2025 - Current
WFM – Assistant Manager
Pole To Win India Pvt. Ltd.
02.2023 - 02.2025
WFM – Assistant Manager
Concentrix Daksh Services
07.2016 - 02.2023
Office Management - Administration Work
YMCA
B.COM -
Delhi University