NIKESH KUMAR
New Delhi
Summary
Work as per the requirement of the job assigned. Take the ownership and always dedicated to get the job done. Best efforts should be made to achieve best in the industry is one of the primary goals. Growth is the word really close to my mind. I want growth of my organization alongside me.
Overview
13
13
years of professional experience
Work History
Assistant Manager
Concentrix
05.2023 - Current
- Analyze and maintain all Client Service Level Agreements; Implement improvement plans as needed
- Maximize revenue generation to reach long and short-term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
- Selecting, training, developing and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
- Manage and review operational reports(Attendance adherence, Client scorecard Metrics Management reports
- Create and maximize relationships with client partners
- Provide leadership and guidance to direct reports to ensure consistent Performance.
- Define and implement any corrective actions needed to meet operational performance standards
- Create a positive work environment through employee engagement resolve employee relation issues in a professional and timely manner.
- Participate in cross functional meetings to review information received from operational
- Support functions-Training, HR, Quality, WFM,TA.-and partner to define action plans that resolve issues and drive continuous improvement
- Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, within input from BD and Client and make adjustments to meet changing requirements
- Attend business reviews with the client.
- Handle a team of team leaders
- Forecasting/reforecasting
- Shift Analysis
- Weekly schedule audit
- Maintaining HC tracker (Smart)
- SL contingency plan
- Error reporting
- Overtime recommendation
- Holiday Shift recommendation
- Led team initiatives to streamline scheduling processes, ensuring optimal resource allocation.
- Implemented training programs to enhance team skills, resulting in improved productivity and performance.
- Monitored workforce metrics to identify trends, contributing to strategic decision-making for staffing needs.
- Collaborated with cross-functional teams to resolve scheduling conflicts, enhancing operational efficiency.
- Utilized scheduling software to create efficient staff schedules, reducing overtime and improving coverage.
- Developed and maintained reporting systems to track employee performance and attendance metrics.
Team Developer
Wipro
11.2016 - 05.2023
- Prepared and analyzed agent schedules in order to meet service level requirements in the most efficient manner possible within work rules, legal requirements and other constraints.
- Analyze forecasted volume and available staff to ensure that staffing is scheduled in the most efficient manner to properly utilize available resources and maintain acceptable service level.
- Processed requests for time off and responded appropriately with information and/or approval.
- Monitor schedule adherence, variance, and report daily traffic volumes, headcount analysis, real time performance, and capacity plans.
- Interfaced with senior management to interpret needs, assess requirements and identify solutions to non-standard requests to maintain daily service level objectives.
- Served as a resource to senior management resolving adherence and tracking issues.
- Work independently to address a range of standard and non-standard situations and incorporate those situations into the finished product.
- Collaborated with Team Managers and Directors on a regular basis to share information, present trends, and recommend solutions.
- Meet deadlines, plan proactively, and handle stressful situations.
Workforce operation Analyst
Wipro
11.2014 - 10.2016
- Worked on Maestro and RTM chats issues related to In-Office, Out of Office, Skill change(Individual/Massive), Lunch, Reschedule, Deletion (Full day/Part day/Full Team), Termination, PS Update, Staff Update, WOM Issues etc.
- Give ideas in Team meetings, wherever there is a process gap so that team can improve on accuracy. Earned “Mercury Award” for giving process improvement idea.
- Leading skill chat and responsible for allocating issues within team and getting them processed as per the TAT.
- Trained new hires on various topics and supported them whenever required.
- Responsible for creating MOM for daily meeting and updating the tracker and Updating SOP for the team by reviewing the SOPs continuously and making necessary changes.
- Handled a team of 15-20 team members.
- Mentored them throughout their learning curve.
- Analyzed workforce trends to optimize staffing levels, enhancing operational efficiency and service delivery.
- Developed and maintained scheduling systems, improving resource allocation and reducing scheduling conflicts.
- Collaborated with cross-functional teams to streamline workforce processes, resulting in improved productivity.
- Utilized data analytics to forecast workforce needs, supporting strategic decision-making and resource management.
Practitioner
Concentrix
09.2013 - 11.2014
- Managed account-related disputes, facilitating effective resolution and customer satisfaction.
- Promoted customer satisfaction through effective communication.
- Handled queries related to account maintenance.
- Maintained accounts, ensuring timely resolution of monetary and non-monetary benefits through email.
Education
MBA - HR & Marketing
Annamalai University
01-2012
BA - undefined
Tilkamanghi University
01-2008
Intermediate - undefined
B.I.E.C Board
01-2005
High School - undefined
C.B.S.E. Board
01-2003
Skills
Client Service Level Agreements
Staff training and development
Operational reporting
Forecasting
Schedule optimization
Workforce management
Corrective action planning
Employee engagement
Performance management
Client service level agreements
Client relationship management
Timeline
Assistant Manager
Concentrix
05.2023 - Current
Team Developer
Wipro
11.2016 - 05.2023
Workforce operation Analyst
Wipro
11.2014 - 10.2016
Practitioner
Concentrix
09.2013 - 11.2014
High School - undefined
C.B.S.E. Board
Intermediate - undefined
B.I.E.C Board
BA - undefined
Tilkamanghi University
MBA - HR & Marketing
Annamalai University