Pankaj Tiwari
Gurgaon
Summary
Workforce management manager with expertise in capacity planning and vendor management in global markets. Achievements include a 20% reduction in manual reporting efforts and a 15% improvement in operational metrics through strategic planning. Proficient in advanced analytical tools such as IEX, CMS, Verint, Anaplan, and Masimo for optimizing resource allocation. Demonstrated success in enhancing operational efficiency and client satisfaction in large-scale customer service operations.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Workforce Management Manager – Grade II
Concentrix
Gurgaon
01.2025 - Current
- Oversaw delivery of long-term and short-term forecasts to multiple vendors for over 30 products for a large client.
- Collaborated with senior leadership to develop quarterly operational strategies and performance roadmaps.
- Contributed to weekly and monthly executive performance reviews highlighting support metrics, risks, and action plans.
- Aided in implementing forecasting and scheduling optimisation tools to reduce manual errors.
- Facilitated the establishment of structured vendor performance scorecards to enhance accountability and visibility.
- Contributed to cross-functional initiatives aimed at improving operational quality, efficiency, and client satisfaction.
- Implemented techniques within capacity planning to minimise turnaround time and streamline resource allocation processes.
- Monitored and reported on forecast accuracy metrics, identifying areas for improvement and implementing corrective actions.
Workforce Optimization Team Lead
Google Operations Center
Hyderabad
04.2022 - 12.2024
- Assisted in coordinating workforce management and vendor performance for various vendor partners across multiple global locations.
- Supported performance review processes with vendor management regarding capacity costs and overall performance.
- Facilitated adherence to service level agreements and key performance indicators by participating in audit processes and performance reviews.
- Managed sales pipeline to ensure accurate forecasting of future sales.
- Helped develop and maintain both short-term and long-term forecasts across channels, segments, and geographies for effective resource allocation and strategic planning.
Deputy Manager
Concentrix
Gurgaon
05.2019 - 03.2022
- Led forecasting, capacity planning, and real-time teams for global markets.
- Facilitated Weekly Business Reviews (WBRs) with client stakeholders across multi-language markets.
- Ensured SLA compliance and operational health tracking through structured KPI dashboards.
- Automated reporting systems reducing manual effort by 20% and improving decision accuracy.
- Managed risk mitigation planning during volume surges and change transitions.
- Participated in budget forecasting, contributing valuable insights for cost-effective resource allocation.
- Manage handling of RFPS to support strategic expansion and enhance business growth.
Site WFM Lead
Foundever India Pvt. Ltd
Gurgaon
06.2016 - 05.2019
- Oversaw site-level performance and SLA delivery across India-based accounts.
- Improved operational metrics by 15% via workflow redesign and structured performance reviews.
- Reduced attrition by 10% through coaching and team performance governance.
- Led IEX deployment across 4 accounts, improving operational efficiency by 25%.
- Leading global provider of customer experience solutions
Process Developer
GENPACT
Gurgaon
03.2011 - 05.2016
- Monitored performance adherence and SLA compliance.
- Produced performance analytics reports for leadership.
- Supported operational risk identification and resolution.
- Global leader in business process management
Education
Bachelor of Science - Science Education
Bhimrao Ambedkar University
Agra06-2010
Intermediate -
U.P Board
Agra06-2007
High School Diploma -
U.P Board
Agra06-2005
Skills
- Forecasting and capacity planning
- Project management and vendor management
- Reporting and data analysis
- Process improvement strategies
- Advance analytical& problem solving
- Performance management
- Proficiency in WFM tools like, IEX, CMS, Verint, Anaplan, Masimo
Certification
- Certification in Project Management
- Certification in Time Series Models for Business Forecasting
- Certification in Google Ads Search
- Manager essential skills program through Google
Awards
- Google Star Award, Honored with Google Star Award for exceptional contributions to cost-saving project.
- Foundever Rising Star Award, Received Foundever Rising Star award for performance at work.
- Google Touch Stone Award, Received Google Touch Stone Award for consistently exceeding expectations.
- Performance Awards at GENPACT, Awarded multiple performance awards during tenure at GENPACT.
- Top Performer Awards at Concentrix, Consistently recognized as a top performer at Concentrix with several best performer awards.
Projects
- Capacity Planning Process Reengineering, Concentrix, Jan 2025 – Present
Led the enhancement of the long-term capacity planning framework by automating manual processes and strengthening coordination between Workforce Management and Operations/Vendor Management teams, resulting in a 30% reduction in turnaround time. - Staff Group Optimization, Google Operations Center, 2022-04-01, 2024-12-31, Redesigned staff group allocation model across product lines., Delivered $617,418 annual cost reduction., Improved vendor productivity and utilization metrics.
- Vendor Reporting Automation & Dashboarding, Google Operations Center, 2023-01-01, 2023-12-31, Built performance dashboards improving reporting accuracy by 15%., Increased operational efficiency by 47% through automation.
- Operational Excellence Initiative, Concentrix, 2021-01-01, 2021-12-31, Collaborated with 5 cross-functional teams., Improved operational metrics by 15%., Reduced operational cost by $130,000.
- Tool Implementation, Foundever, 2018-01-01, 2018-12-31, IEX Implementation, Increased operational efficiency by 25% by deploying IEX in 4 India-based accounts.
Websites, Portfolios and Profiles
https://www.linkedin.com/in/thepankajtiwariwfm
Languages
Hindi
Proficient
C2
English
Proficient
C2
Interests
- Reading Books
- Playing Cricket
- Workout
Timeline
Workforce Management Manager – Grade II
Concentrix
01.2025 - Current
Workforce Optimization Team Lead
Google Operations Center
04.2022 - 12.2024
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
Bachelor of Science - Science Education
Bhimrao Ambedkar University
Intermediate -
U.P Board
High School Diploma -
U.P Board