Nitin Sadashiva Rao
Summary
Experienced in workforce management with a proven ability to optimize team efficiency and productivity, leading to cost savings. Skilled in strategic workforce planning to meet business goals and drive operational excellence. Demonstrated success in delivering results through strong leadership and collaboration with cross-functional teams. Adept at maximizing resources and fostering a collaborative work environment to achieve organizational success.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Senior Director WFM
Sutherland Global Services Ltd.
02.2022 - Current
- Currently working (Feb 2022 onwards) as Senior Director WFM, with Sutherland Global Services Ltd. Location: Pune handling a key vertical from a WFM standpoint.
- Highlights:
- Accountability for WFM delivery for multiple large account across a key vertical 6500+ production associates based out of 5 Geo and 8 Delivery Locations
- Ensuring the following:
- Capacity Planning for all the accounts – Right Sizing/ Optimum Staffing
- Scheduling & Forecasting for all the accounts to ensure all SLAs are met optimally
- Real Time Management for specific accounts which have Hourly SLA's
- Revenue Maximization/Cost Optimization opportunities within the entity
- Add value through driving process improvements
- Provide leadership to the team of 87+ WFM Associates grooming them, cross skilling and creating succession pipeline within the team across all levels.
- New business Solutioning support through RFP/RFI – Resource, Seat & WFM Solutioning
- End to End WFM Life Cycle
- Service Delivery
- Project Transition
- People Management
- P&L Optimisation
- RFP Solutioning
Group Manager – Project Lead
Tech Mahindra Ltd.
04.2021 - 01.2022
- Group Manager – Project Lead Extended Teams Tech Mahindra Ltd. Apr ‘21 – Jan ‘22
- Span - Accounts – Team Size:4 Extended Teams
Group Manager MIS/WFM– Enterprise & Geo Head
Tech Mahindra BPS
04.2019 - 03.2021
- Group Manager MIS/WFM– Enterprise & Geo Head Tech Mahindra BPS Apr ‘19 – Mar 21
- Span - Accounts – Team Size: 6000 FTE+ 20+ 65+
Lead Manager MIS/WFM– Hyderabad (Senior. Manager)
Tech Mahindra BPS
05.2014 - 03.2019
- Lead Manager MIS/WFM– Hyderabad (Senior. Manager) Tech Mahindra BPS May ‘14 – Mar ‘19
- Span - Accounts – Team Size: 4500 FTE+ 30+ 55
Manager – Service Delivery
IBM Daksh GPS Ltd.
05.2013 - 04.2014
- Manager – Service Delivery 300 FTE- 2 7 IBM Daksh GPS Ltd. May ‘13 – Apr ‘14
- Span - Accounts – Team Size: 300 FTE- 2 7
Manager – WFM
IBM Daksh GPS Ltd.
04.2011 - 04.2013
- Manager – WFM 2000 FTE- 1-17 IBM Daksh GPS Ltd. Apr ‘11 – Apr ‘13
- Span - Accounts – Team Size: 2000 FTE- 1-17
Manager WFM
Firstsource Solutions Ltd.
01.2011 - 03.2011
- Manager WFM 1200 FTE- 3- 13 Firstsource Solutions Ltd. Jan ‘11 – Mar ‘11
- Span - Accounts – Team Size: 1200 FTE- 3- 13
Assistant Manager WFM
Firstsource Solutions Ltd.
09.2008 - 12.2010
- Assistant Manager WFM 700 FTE- 1- 9 Firstsource Solutions Ltd. Sep ‘08 – Dec ‘10
- Span - Accounts – Team Size: 700 FTE- 1- 9
Team Leader – CWFM
Wipro BPO Ltd.
02.2007 - 08.2008
- Team Leader – CWFM 800 FTE- 3- 3 Wipro BPO Ltd. Feb ‘07 –Aug ‘08
- Span - Accounts – Team Size: 800 FTE- 3- 3
Sr. Ops Executive
Sutherland Global Services Ltd.
06.2006 - 01.2007
- Sr. Ops Executive 400 FTE- 1-2 Sutherland Global Services Ltd. Jun ‘06 – Jan ‘07
- Span - Accounts – Team Size: 400 FTE- 1-2
Dialer Executive
Tracmail India Pvt. Ltd.
05.2004 - 05.2006
- Dialer Executive 230 FTE- 1-0 Tracmail India Pvt. Ltd. May ‘04 – May ‘06
- Span - Accounts – Team Size: 230 FTE- 1-0
Customer Service Associate
Tracmail India Pvt. Ltd.
12.2002 - 04.2004
- Customer Service Associate Tracmail India Pvt. Ltd. Dec ‘02 – Apr ‘04
- Span - Accounts – Team Size:
Education
PGDIB - International Business
Symbiosis Institute of Management
01.2019
Bachelor of Commerce - Accounts
01.2001
HSC - undefined
Maharashtra State Board
01.1998
SSC - undefined
Maharashtra State Board
01.1995
Skills
- Comprehensive workforce management
- Business forecasting expertise
- Integrated capacity planning for operations
- Managing scheduling across multiple locations
- Real-time management in multi-channel environments
- Management of outbound dialer systems
- Client escalation management
- RFP support for workforce management solutions
- Revenue optimization strategies
- Expertise in collections within banking and telecom sectors
- Multichannel support experience in banking and telecom
- Experience with centralized and localized WFM
- Overseeing diverse teams of 85 workforce management professionals
- Delivery operations oversight
- Service delivery management for US banking collections
- Comprehensive delivery management
- Oversaw collections operations across two locations
- Margin improvement planning
- Comprehensive dialer management
- Project migration management
- Cost optimization in planning
- Dialer management transition
- Migration of dialer systems
- Outbound dialer management setup
- Business transition support
- Process optimization
- Capacity planning expertise in telecom
- End-to-end dialer management setup
- Invoicing process optimization
- Optimized seat utilization
- Portfolio collection optimization
Certification
- 2023 Pursuing PMP from Project Management Institute
- 2009 Six Sigma Green Belt Trained from FirstSource Solutions Ltd.
Accomplishments
- Best CSR for Consumer Collections - 2003
- Runner Up “Best WFM Team – Asia Business Unit” – 2009 for “Improvement in Revenue Fulfillment”
- Was recognized as a Valuable Contributor to the WFM School of Learning as a Faculty for Gold Level Certification – 2010
- ACE – Associate Consistently Excelling award for 2020 & 2021
KEY ACCOUNTS HANDLED
- Fortune 100 Networking company in US – High Speed Internet Tech Support – Voice & Chat
- Leading Automotive Navigation Services, Mapping & Location Service – Map Services
- UK based banking group for Collections, Back Office
- US based Community Banking Group - Collections
- US based Computer manufacturer – Tech Support, Voice-E-mail-Chat, Customer Service
- US based large multinational financial service corporation – Collections – Consumer, Corporate
- 3 Major Telecom Companies based out of India – Collections, Customer Support & Managed Services
OTHER DETAILS
- DOB: 15th Mar 1981
- Marital Status: Married
- Nationality: Indian
- Permanent Address: C/o M Sadashiva Rao, 2-344(2) Shri Hariniwasa, Korangrapady Post, Marpally Village, Udupi, Karnataka, 574118
- Passport: Valid Till – 21 Feb 2026
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Work Preference
Work Type
Full TimeWork Location
HybridRemoteOn-SiteImportant To Me
Company CulturePersonal development programsWork-life balanceTimeline
Senior Director WFM
Sutherland Global Services Ltd.
02.2022 - Current
Group Manager – Project Lead
Tech Mahindra Ltd.
04.2021 - 01.2022
Group Manager MIS/WFM– Enterprise & Geo Head
Tech Mahindra BPS
04.2019 - 03.2021
Lead Manager MIS/WFM– Hyderabad (Senior. Manager)
Tech Mahindra BPS
05.2014 - 03.2019
Manager – Service Delivery
IBM Daksh GPS Ltd.
05.2013 - 04.2014
Manager – WFM
IBM Daksh GPS Ltd.
04.2011 - 04.2013
Manager WFM
Firstsource Solutions Ltd.
01.2011 - 03.2011
Assistant Manager WFM
Firstsource Solutions Ltd.
09.2008 - 12.2010
Team Leader – CWFM
Wipro BPO Ltd.
02.2007 - 08.2008
Sr. Ops Executive
Sutherland Global Services Ltd.
06.2006 - 01.2007
Dialer Executive
Tracmail India Pvt. Ltd.
05.2004 - 05.2006
Customer Service Associate
Tracmail India Pvt. Ltd.
12.2002 - 04.2004
Bachelor of Commerce - Accounts
HSC - undefined
Maharashtra State Board
SSC - undefined
Maharashtra State Board
PGDIB - International Business
Symbiosis Institute of Management
Similar Profiles
Marcus Yousuf JegarajMarcus Yousuf Jegaraj
NA at Sutherland Global Services, Mcafee Techmaster ServicesNA at Sutherland Global Services, Mcafee Techmaster Services
Nischitha SanchiNischitha Sanchi
Technical Support Specialist at Sutherland Global ServicesTechnical Support Specialist at Sutherland Global Services
Vaishnavi JagtapVaishnavi Jagtap
Associate at Sutherland Global ServicesAssociate at Sutherland Global Services
Dhanyaraj ShettyDhanyaraj Shetty
Sr. Director WFM at LTIMINDTREESr. Director WFM at LTIMINDTREE
Sanjeev GroverSanjeev Grover
Director – Customer Experience, WFM & Outsourcing Partner Management at MakeMyTripDirector – Customer Experience, WFM & Outsourcing Partner Management at MakeMyTrip