Pankaj Tiwari
Expert leader in contact center management, workforce management & vendor management
Hyderabad
Summary
Experienced leader with strong background in Workforce Management, People Management, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
14
14
years of professional experience
Work History
Resource Optimization Team Lead
Google Operations Center
Hyderabad
04.2022 - Current
- Responsible for developing a strong relationship between Google as a client & vendor partner
- Delivering forecast to vendor partners, reviewing Vendor long range & short-range capacity planning, ensuring enterprise capacity planning (Approx
- 2100 FTEs) globally for 17 different products, managing real time coordination with Google WFM & Vendor WFM teams
- Responsible for planning & managing incident & BCP situations
- Deliver reports & performance analysis to Google leadership teams
- Managing daily vendor performance reviews to address any performance gaps and drive continuous improvement
- Responsible for WBR/MBR/QBR discussions with the Google internal leadership team
- Responsible for managing launches: From forecast to capacity planning, scheduling to real time management, updating hoops in the tools and do testing before official launch
- Assist with developing and maintaining system and process documentation
- Monitor individual and team performance and ensure KPIs are met to achieve customer satisfaction, operational efficiency and teamwork
- Achieved cost saving for the company by reducing FTE requirement within the team by 1.39 FTEs by streamlining the process and implementing automation in 2023
- This also helped improving overall efficiency by 47%
- Led a cross functional team project to identify inefficiencies in product staff group management, resulting in saving $6,17,418 annual cost for 2024.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
Deputy Manager
Concentrix
Gurgaon
05.2019 - 03.2022
- Responsible for Forecasting, Capacity Planning, Scheduling & Real-time management & MIS work for various sites for EMEA region for approx
- 1400 FTEs
- Handled a team of 10 WFM executives
- Responsible for their performance reviews, monthly one on ones, assigning tasks, creating their rosters
- Experience in managing large, cross – functional work teams
- Responsible for creating forecast & preparing budget scenarios for upcoming financial year
- Delivering capacity plans on desired frequency to stakeholders for hiring inputs & capacity generation & client discussions
- Actively engaged with clients through client meetings through WBR & weekly scheduling discussions for different GEOs
- Responsible to work closely with training & operations to coordinate multi-skill training for existing resources to increase the resource optimization
- Review & oversee proactive scheduling of discretionary activities such as training, meetings, overtime etc
- Maintain constant communication with ops teams to coordinate needed staffing adjustments based on current and forecasted results
- Ensuring that optimum service levels are achieved within the customer service on a monthly/weekly/daily/intraday level
- Responsible to maintain ECP (Enterprise Capacity Planning Tool) with all capacity planning inputs and review it with leadership
- Work closely with senior leadership to create and execute growth strategies.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Enhanced employee performance by providing regular feedback, coaching, and training opportunities.
- Conducted performance evaluations and provided constructive feedback to employees.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Created and maintained a strong team culture that promoted high levels of collaboration, employee satisfaction, and overall performance.
- Increased customer satisfaction levels by developing targeted strategies to address client concerns effectively.
- Improved team efficiency by streamlining processes and implementing innovative management strategies.
Site WFM Lead
Foundever India Pvt. Ltd
Gurgaon
06.2016 - 05.2019
- Working as a Site WFM lead responsible for overall sites performance delivery from WFM perspective
- Managing a team of 5 team members, who were responsible for scheduling & real-time monitoring
- Implemented Workforce Management departmental policies and procedures as directed by the Workforce Management Director
- Perform special adhoc reports working with senior management and auditing Virtual Roster/Kronos for cost savings opportunities
- Working closely with clients on capacity requirements based on the upcoming forecast and coordinate with operations & hiring team to plan & meet the capacity requirements
- Work closely with senior leadership to create and execute growth strategies
- Working closely with Operations on preparing budgets for upcoming FY and share inputs from WFM standpoint
- Managed the scheduling for the agents approx. 250 headcount
- Use trends to forecast AHT requirements
- Create call arrival pattern to forecast volume at interval level
- Responsible for deploying IEX tool at the site for better visibility on KPIs & increase agent efficiencies.
- Developed effective communication channels between onsite teams and offsite management staff.
- Collaborated with other Site Leads to share best practices and improve overall company performance.
- Oversaw employee attendance record, handled payroll, and ordered new materials for sites.
- Developed work schedules for team members to maximize shift coverage.
- Resolved conflicts among team members, fostering a positive and collaborative work environment.
Process Developer
GENPACT
Gurgaon
03.2011 - 05.2016
- Monitor real-time adherence using tools available, IEX & CMS
- Sharing hourly RTA report with senior leadership team
- Update real-time exceptions in IEX as needed, adjust breaks/lunches for better performance
- Participate in relevant client meetings
- Work closely with operations team to drive delivery results
- Collaborate with other departments to ensure staffing needs are met and service level agreements are achieved
- Was part of GENPACT KEP (Knowledge Expert Program).
- Trained new employees on established processes, ensuring consistent performance across teams.
- Collaborated with cross-functional teams to ensure effective communication and problem resolution throughout development process.
- Conducted root cause analysis on process deviations, implementing corrective actions to prevent future occurrences.
- Authored onboarding documentation to introduce new employees to business processes.
Education
Bachelor of Science -
Bhimrao Ambedkar University
Agra 07.2007 - 06.2010
Intermediate -
U.P Board
Agra 07.2006 - 06.2007
High School Diploma -
U.P Board
Agra 07.2004 - 06.2005
Airport Management & Customer Service - Aviation
Avalon Aviation Academy
Agra 08.2008 - 10.2009
Skills
Stakeholder Management
Accomplishments
- Star award for delivering cost saving project in 2024
- GOC Touch Stone Award for exemplary performance throughout Q3 in 2023
- GOC Star Award for excellent performance for 2022.
- Best Performer Award at Concentrix for quarter 4 - 2019 & quarter 3 - 4 - 2020 & quarter 1 - 2021.
- Foundever Rising Start award for performance at work for quarter 2 & 3 in 2017.
- Genpact Bronze Award for outstanding performance in GENPACT.
- Genpact Passion @ Work award.
- Genpact Gold award for excellent WFM services for a calendar year 2014-2015.
- Awarded for outstanding performance and dedication at Indira Gandhi International Airport-New Delhi, under the agreement between Avalon Aviation Academy and GMR infrastructure Ltd. (DIAL).
- Supervised cross functional team of [20+] staff members during multiple projects.
Timeline
Resource Optimization Team Lead
Google Operations Center
04.2022 - Current
Deputy Manager
Concentrix
05.2019 - 03.2022
Site WFM Lead
Foundever India Pvt. Ltd
06.2016 - 05.2019
Process Developer
GENPACT
03.2011 - 05.2016
Airport Management & Customer Service - Aviation
Avalon Aviation Academy
08.2008 - 10.2009
Bachelor of Science -
Bhimrao Ambedkar University
07.2007 - 06.2010
Intermediate -
U.P Board
07.2006 - 06.2007
High School Diploma -
U.P Board
07.2004 - 06.2005
Training
- Certification in Project Management, Coursera
- https://www.coursera.org/account/accomplishments/specialization/certificate/J93PBCX8FP6W
- Certification in Excel Time Series Models for Business Forecasting, Coursera
- https://www.coursera.org/account/accomplishments/verify/CS8YPE8PQHNX
- Manager essential skills program through Google
- Effective presentation
- Time Management
- Corporate etiquette
- Effective e-mail writing skills
- Lean certified from GENPACT
Projectmanagement
- Project Staff group Optimization: - Google Operations Center - 2024, Project Manager initiated a project of staff groups optimization. Project helped changing the vendor footprint for Google Pixel Tablet, Camera, Doorbell, Thermostats products and helped Google saving $548,000 for FY’24
- Project Remus: - Google Operations Center - 2023, Project Manager responsible for leading a group of 6 team members working on an automation project for successful completion & launch. Created PLX dashboard to automate internal/daily performance summary at product, staff group, site & vendor level. Improved work efficiency by 47%, 100% accuracy & FTE saving by 1.39 in 2023. This helped meeting the goal for Device & Services LOB for 2023 in terms of process improvement.
- Operational Efficiency Improvement: - Foundever - 2019, Worked as a team member on a project about improving operational metrics. Tracking & reporting data for project discussions to make further decisions. Managing the coordination between Project Team, WFM Team & Operations Team through weekly/monthly meetings to discuss the operational metrics vs benchmark targets. Analysis done on the reasons for high target assumptions such as AHT, Occupancy, Shrinkage & Attritions. We were able to increase operational efficiency by curbing down specially AHT and attrition, which eventually helped in reducing cost and additional revenue for the business.
- IEX Implementation: - Foundever - 2018, Introduced IEX in all various accounts in India region (Mumbai, Hyderabad, Chennai & Gurgaon) for agents/supervisors. Led a team remotely, having members from different sites to coordinate and track project improvement, discussing and providing solutions to roadblocks to ensure successful completion of the project. Successful implementation of IEX in India region accounts now give more visibility to deliver customer winning service at the lowest possible operating cost. IEX is helping Foundever now to forecast and plan more accurately & schedule more effectively, it supplies real-time information to let you better manage the performance of your people and your operation.
Internship
Indira Gandhi International Airport, New Delhi, Terminal 1A, Terminal 1B, Terminal II, 2008-2009
Training
- Certification in Project Management, Coursera
- https://www.coursera.org/account/accomplishments/specialization/certificate/J93PBCX8FP6W
- Certification in Excel Time Series Models for Business Forecasting, Coursera
- https://www.coursera.org/account/accomplishments/verify/CS8YPE8PQHNX
- Manager essential skills program through Google
- Effective presentation
- Time Management
- Corporate etiquette
- Effective e-mail writing skills
- Lean certified from GENPACT
Projectmanagement
- Project Staff group Optimization: - Google Operations Center - 2024, Project Manager initiated a project of staff groups optimization. Project helped changing the vendor footprint for Google Pixel Tablet, Camera, Doorbell, Thermostats products and helped Google saving $548,000 for FY’24
- Project Remus: - Google Operations Center - 2023, Project Manager responsible for leading a group of 6 team members working on an automation project for successful completion & launch. Created PLX dashboard to automate internal/daily performance summary at product, staff group, site & vendor level. Improved work efficiency by 47%, 100% accuracy & FTE saving by 1.39 in 2023. This helped meeting the goal for Device & Services LOB for 2023 in terms of process improvement.
- Operational Efficiency Improvement: - Foundever - 2019, Worked as a team member on a project about improving operational metrics. Tracking & reporting data for project discussions to make further decisions. Managing the coordination between Project Team, WFM Team & Operations Team through weekly/monthly meetings to discuss the operational metrics vs benchmark targets. Analysis done on the reasons for high target assumptions such as AHT, Occupancy, Shrinkage & Attritions. We were able to increase operational efficiency by curbing down specially AHT and attrition, which eventually helped in reducing cost and additional revenue for the business.
- IEX Implementation: - Foundever - 2018, Introduced IEX in all various accounts in India region (Mumbai, Hyderabad, Chennai & Gurgaon) for agents/supervisors. Led a team remotely, having members from different sites to coordinate and track project improvement, discussing and providing solutions to roadblocks to ensure successful completion of the project. Successful implementation of IEX in India region accounts now give more visibility to deliver customer winning service at the lowest possible operating cost. IEX is helping Foundever now to forecast and plan more accurately & schedule more effectively, it supplies real-time information to let you better manage the performance of your people and your operation.
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