Nitin Singh
Indore
Summary
Resourceful professional with extensive expertise in workforce procedures, adept at coordinating and organizing resource planning activities. Proven track record in maintaining efficient business operations, administering resource efficiency and training staff to enhance productivity.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Forecast and Planning Manager
Concentrix (Formerly Web - Help) India
Gurugram
05.2023 - Current
- Managing an international hospitality account end-to-end (leading home-stay provider).
- Developed strategic plans to improve operational efficiency across multiple projects.
- Analyzed data to inform decision-making for resource allocation, scheduling, and providing hiring needs to recruitment.
- Facilitated meetings to discuss project milestones and address potential risks.
- Achieves operational objectives by contributing information and recommendations for strategic plans, preparing action plans, and implementing them into production and call center standards.
- Regularly audits workforce operations to ensure the quality of service delivery.
- Oversee that proper training is available and/or conducted for Workforce Management personnel.
- Develop, refine, and execute a strategic plan to ensure all client contractual obligations are met—by interval, daily, weekly, and monthly.
- Assures that near real-time agent performance data is maintained to support operations management with accurate performance-coaching information.
- Proactively works with the operations managers to assure that staffing requirements are understood and being addressed.
- Proactively communicates needs and opportunities to operations management about staff optimization and cost management.
WFM Planner
Task Us India
Indore MP
03.2022 - 05.2023
- Accountable for the performance, productivity and effectiveness of Workforce Management Teams
- Define, develop and execute WFM processes for the contact centers in conjunction with cross-functional departments.
- Conducts regular meetings with team members to continuously communicate key information regarding changes to business and or policies and procedures.
- Provides leadership, direction and growth opportunities to members of the department, performing those responsibilities in accordance with the Company's policies and applicable laws
- Develop, refine, and execute a strategic plan to ensure all client contractual obligations are met - by interval, daily, weekly and/or monthly
- Assures that near real-time agent performance data is maintained to support operations management with accurate performance coaching information
- Reviewed billing discrepancies and resolved client inquiries effectively.
- Proactively communicates needs and opportunities to operations management about staff optimization and cost management
Deputy Manager
Concentrix India (Formerly Convergys)
Gurugram HR
10.2021 - 02.2022
- Capacity planning for multiple accounts based on the volume provided by the client.
- Designing and implementing short- and long-term strategies based on the given volume by the client to meet the requirements.
- Working with Program Management, Talent Acquisition, and Training to maintain, recruit, and train the required workforce.
- Coordinating with Operations to meet and maintain various KPIs.
- Coordinating with scheduling to provide the best staffing models.
- Prepared detailed reports to communicate forecast findings to stakeholders.
Assistant Manager
Concentrix India (Formerly known as Convergys)
Gurugram HR
08.2019 - 09.2021
- Perform various scheduling activities for multiple accounts Dell, Goldman Sachs and CITI.
- Working with WFM and operations in creating suitable schedules.
- Analysis of the constantly changing needs of businesses for workload coverage, and to meet business segmentation requirements, and designing scheduling strategies and parameters to meet those needs.
- Coordinating with WFM and Program Management to meet schedule efficiency, agent productivity, and other KPIs.
- Supervised daily operations to ensure team performance and service quality.
- Conducted regular team meetings to discuss performance and address challenges.
Scheduler
Teleperformance India
Gurugram HR
07.2018 - 08.2019
- Analyze volume forecasts and available staff to ensure that staffing is scheduled in the most efficient manner, to properly utilize available resources, and to maintain acceptable service levels.
- 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.
- Working on ad hoc analysis for the center to optimize staffing, considering the current trend of the volume, generating results with the combination of part-timers and full-timers.
- Communicated effectively with team members to address scheduling conflicts.
Lead Scheduler
Teleperformance India
12.2017 - 12.2018
- Analyze forecasted requirement and distribute among sites on the basis of available staffing
- Collaborate with sites to gather information on absenteeism, attrition and available staffing and discussion future actions
- Oversee and provide direction to workforce analysts for each of the 2 centers
- Lead weekly staffing review meetings with management and intraday analysts detailing previous and current week's performance and forecasted performance for remainder of the month
Mission Control Analyst
Teleperformance India
Gurugram HR
11.2017 - 07.2018
- Reporting – Preparing reports like End of Day Performance, Staffing Projections, etc.
- Managing Schedule Adherence – Responsible for managing staffing to help the site meet adherence.
- Analysis – Basis of the end-of-day report, analyzing the cause of missing key matrices.
- Monitored real-time system performance and identified potential issues for multiple accounts, such as Philips, Expedia, MasterCard and More.
Sr Customer Care Associate
Teleperformance India
Gurugram HR
06.2015 - 11.2017
- Handling billing queries: Addressing customers' concerns regarding the current and previous bills.
- Up-selling: Adding more value to the customer's services by converting them from an analog to a digital platform for a giant telecom service provider in the U.S.
Sr Customer Care Executive
Digicall Global India
Noida UP
10.2012 - 06.2015
- Resolved complaints using active listening and empathy techniques.
- Investigated customer complaints and provided solutions within acceptable time frames.
- Resolved billing issues and disputes through effective problem solving techniques.
- Trained new staff on customer care policies and procedures.
Customer Care Executive
I-Pacesetters India
Noida UP
11.2011 - 10.2012
- Managed customer inquiries over voice calls for an international market effectively.
- Provided product information to assist customers in decision-making.
- Documented customer interactions accurately in the system.
Education
Master of Science - Computer And Information Sciences
M D University
Rohtak, HR India04-2011
Bachelor of Science - Mathematics
C C S University
Meerut UP India06-2006
Skills
- Forecasting and resource planning
- Scheduling optimization
- Workforce management
- Team leadership and people management
- Microsoft Office proficiency
- WFM tools expertise, like Tableau, Nice IEX, ECP, Aspect, Emite, and CMS Avaya
Certification
- Oracle SQL from Ducat Noida UP India 2013
Timeline
Forecast and Planning Manager
Concentrix (Formerly Web - Help) India
05.2023 - Current
WFM Planner
Task Us India
03.2022 - 05.2023
Deputy Manager
Concentrix India (Formerly Convergys)
10.2021 - 02.2022
Assistant Manager
Concentrix India (Formerly known as Convergys)
08.2019 - 09.2021
Scheduler
Teleperformance India
07.2018 - 08.2019
Lead Scheduler
Teleperformance India
12.2017 - 12.2018
Mission Control Analyst
Teleperformance India
11.2017 - 07.2018
Sr Customer Care Associate
Teleperformance India
06.2015 - 11.2017
Sr Customer Care Executive
Digicall Global India
10.2012 - 06.2015
Customer Care Executive
I-Pacesetters India
11.2011 - 10.2012
Master of Science - Computer And Information Sciences
M D University
Bachelor of Science - Mathematics
C C S University
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