Summary
Overview
Work History
Education
Hobbies and Interests
Disclaimer
Languages
Personal Information
Timeline
Generic
MOHIT VERMA

MOHIT VERMA

MOHALI

Summary

Accomplished Capacity Planner and WFM Analyst at Teleperformance, adept in optimizing workforce management and enhancing operational efficiency through technology. Demonstrated agility in adapting to dynamic environments and a proven leader in driving staff performance. Excelled in leveraging data analytics for strategic staffing, achieving significant improvements in productivity and cost reduction.

Overview

11
11
years of professional experience

Work History

CAPACITY PLANNER

TELEPERFORMANCE
MOHALI
12.2024 - Current
  • Develop and maintain staff schedules based on forecasted demand, historical data, and real-time adjustments.
  • Analyze historical data and trends to predict future staffing needs, and adjust schedules accordingly.
  • Utilize WFM tools and software to optimize schedules, and ensure maximum efficiency.
  • Ensure that schedules comply with labor laws, company policies, and contractual obligations.
  • Generate reports on staffing metrics, adherence, and performance for review by management.
  • Address and resolve scheduling conflicts, absenteeism, and other issues that impact staffing levels.
  • Work closely with department managers and HR to understand staffing needs, and accommodate changes.

WFM ANALYST

TELEPERFORMANCE
MOHALI
02.2023 - 12.2024
  • Responsible for preparing the manpower requirements, scheduling, and reporting needs on a daily, weekly, and monthly basis for all aligned LOBs, and ensuring adherence to agreed SLAs.
  • Projecting the monthly requirement of employees, taking attrition, shrinkage, and idle time into consideration.
  • Planning and controlling idle time to keep it close to the targeted time.
  • Monitoring and auditing all reports sent by the WFM team to the Client and Operations teams.
  • Maintaining a track of seat utilization, productivity, utilization, revenue, and identifying opportunities to improve the same.
  • Real-time management in handling shrinkage, outages, O/U, service level, and other WFM terminologies.
  • Hands-on WFM tools: IEX, Talkdesk, TCS, CMS, Avaya.
  • Analyzed staffing levels, overtime and labor costs to ensure optimal workforce management.
  • Handled all schedule-related requests, including PTO, shift swaps and overtime.

SUBJECT MATTER EXPERT/ CCE

TELEPERFORMANCE
MOHALI
05.2019 - 02.2023
  • Email based process for Uber (USA and Canada)
  • Worked as SME to make SOP understand with the logics in detail
  • Worked on opening/closing statements with TL to maintain CSAT/1star/GLO as per the client & process requirement
  • Mentoring new joinees and conducting their quality audits
  • TPH champ of the team for continuous 5months

ASSISTANT MANAGER (OPS.)

ALLIED GROUP
BHIWADI
11.2013 - 05.2018
  • Weekly monitoring of store items (FIFO)
  • ASME audit compliance
  • Monitoring indents in ERP system
  • DPR reporting to Sr
  • Management
  • Stock / WIP / Dispatch verification in ERP system
  • Worked with QA team in NTPC 660mw project for ensuring timely inspection calls to client via ERP system
  • Weekly Team discussion for developing for MIS system for reviewing data by management
  • Driving cost reduction by tracking project wise expenses -Raw Material & Consumables Inventory and stock issuance
  • Sharing PO approvals and trackers with procurement
  • SQMS system incorporated in the ERP
  • Inspecting the fabricated component, analyzing data and establishing the acceptance level of the final product

EXECUTIVE

UNIVERSAL TRADE LINKS
BASSI PATHANA
  • Client relationship management
  • Ensuring delivery of products and per customer requirements in terms of Quality and time
  • Maintaining proper data records in the system

Education

EMBA(IT) - SPECIALISATION IN I.T.

ISBM
02.2025

DIPLOMA IN INFORMATION TECHNOLOGY -

RIMT
MANDI GOBINDGARH

BACHELORS IN ARTS -

SHOBHIT UNIVERSITY

NDT LEVEL -2 -

American society for non-destructive testing

Hobbies and Interests

  • Listening music.
  • Swimming.

Disclaimer

I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above mentioned particulars.

Languages

  • English
  • Hindi
  • Punjabi

Personal Information

  • Date of Birth: 01/22/92
  • Gender: Male
  • Nationality: Indian
  • Marital Status: Unmarried

Timeline

CAPACITY PLANNER

TELEPERFORMANCE
12.2024 - Current

WFM ANALYST

TELEPERFORMANCE
02.2023 - 12.2024

SUBJECT MATTER EXPERT/ CCE

TELEPERFORMANCE
05.2019 - 02.2023

ASSISTANT MANAGER (OPS.)

ALLIED GROUP
11.2013 - 05.2018

EXECUTIVE

UNIVERSAL TRADE LINKS

EMBA(IT) - SPECIALISATION IN I.T.

ISBM

DIPLOMA IN INFORMATION TECHNOLOGY -

RIMT

BACHELORS IN ARTS -

SHOBHIT UNIVERSITY

NDT LEVEL -2 -

American society for non-destructive testing

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