Summary
Overview
Work History
Skills
Hobby
Knownlanguages
Academicqualification
Personal Information
Languages
Timeline
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Pankaj Kumar

New Delhi

Summary

Highly skilled in workforce management with experience overseeing operations, staffing levels and scheduling. Known for streamlining processes, optimizing productivity and improving service quality across multiple departments. Strengths include strategic planning, team leadership and problem-solving abilities. Previous work has consistently resulted in improved efficiency, cost savings and increased employee satisfaction.

Overview

13
13
years of professional experience

Work History

Deputy Manager WFM/MIS

Angel Broking
12.2020 - 04.2022
  • Responsible for HC file and inform the OPS management regarding any HC related challenges
  • Responsible to maintain various daily, weekly and monthly reports for operation to track business performance
  • Also preparing agents/Supervisor monthly scorecard basis which their annual appraisal is done
  • Also sharing real time reports with the ops team to track their current day performance

Deputy Manager WFM/MIS

Radical minds Technology
06.2019 - 12.2020
  • Working on scheduling and rostering
  • Working on manpower planning
  • Track daily call volume and compare to scheduled personnel to ensure contact center is staffed appropriately
  • Co-ordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment
  • Recommend procedural and operational guideline
  • Working on Avaya and CMS

Assistant Manager WFM

GO MMT (Make My Trip & Goibibo).
01.2015 - 06.2019
  • Preparing the forecast based on the booking projections received from Product team and call to book ratio trends
  • Creating capacity planning and sharing monthly locked FTE requirement to the vendor partners
  • Leading con call with site leads, department heads and business head on daily basis for RCA and process performances
  • Sharing Weekly volume forecast with the vendor partners
  • Managing WBRs & MBRs with the partner
  • Managing ID Management Part and conducting periodic Audits for the team
  • Created CSAT report templets to be used by the teams

Sr. MIS Analyst

Convergys Private limited
10.2009 - 01.2015
  • Preparing Daily, Weekly and Monthly dashboards for Microsoft

Deputy Manager WFM

Noon E-Commerce
04.2022
  • Preparing the forecast based on orders/Items projection received from the product team and call to order ratio trends
  • Sharing weekly volume forecast and schedule with the vendor partners
  • Working on MIS and WFM report to help OPS track their daily and monthly performance
  • Responsibilities in Scheduling of agents with forecasted calls & specified targets set by client on weekly basis
  • Validating vendor monthly billing as per the contract for the timely approval of their monthly bills

Skills

  • Performance Improvements
  • Purchasing and planning
  • Task Delegation
  • Cost analysis and savings
  • Employee Performance Evaluations
  • Employee Scheduling
  • Microsoft Office expertise
  • Workload Management

Hobby

Watching movies and Sports

Knownlanguages

English, Hindi

Academicqualification

  • Swami Vivekanand Subharti University
  • 12th from Army Public School Dagshai
  • 10th from Army Public School Dagshai

Personal Information

  • Date of Birth: 10/10/84
  • Nationality: Indian
  • Marital Status: Married

Languages

English
First Language
Hindi
Beginner
A1

Timeline

Deputy Manager WFM

Noon E-Commerce
04.2022

Deputy Manager WFM/MIS

Angel Broking
12.2020 - 04.2022

Deputy Manager WFM/MIS

Radical minds Technology
06.2019 - 12.2020

Assistant Manager WFM

GO MMT (Make My Trip & Goibibo).
01.2015 - 06.2019

Sr. MIS Analyst

Convergys Private limited
10.2009 - 01.2015

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Pankaj Kumar