Pradeep Kumar
Workforce Management Professional
Noida
Summary
An ambitious professional with experience across Capacity Planning, Long term and Short-term forecast, Budgeting & Planning, Financial Management, Business Intelligence & Analytics, RTA & MIS Reporting, Operations Management, Client Servicing, Strategic Planning and Team Management. Focused and hardworking professional equipped with thorough knowledge and technical understanding coupled with an analytic bent of mind and confident to take challenging assignments. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
13
13
years of professional experience
3
3
years of post-secondary education
Work History
Senior Manager
AMERICAN EXPRESS GLOBAL BUSINESS TRAVEL
06.2016 - Current
- Oversees the Workforce Management (WFM) forecasting & planning for the APAC/EMEA region.
- Leads a team of WFM professionals and drives performance through coaching and feedback.
- Develops and implements best practices and standard operating procedures for WFM forecasting & planning.
- Analyzes data and provides insights to drive continuous improvement in forecast accuracy and resource optimization.
- Collaborates with cross-functional teams to ensure alignment of WFM strategies with business objectives.
- Acts as a key point of contact for senior leadership on WFM forecasting & planning matters.
- Involved with HR to track hiring approvals and hiring status for upcoming/ replacement backfills
- Working closely with REE and RPA team to increase efficiently and reduce cost for business (CPT)
Assistant Manager
IBIBO GROUP PRIVATE LIMITED
07.2014 - 12.2015
- Instrumental in Capacity Planning for all LOBs and Budget preparation in coordination with Marketing, Product and Operations teams
- Working on long term and short-term forecast
- Working on intra-day forecast and resource management
- Managing Team of WFM & RTA Executives (10 People)
- Supporting operations team on daily basis in terms of team handling and improving operations KPIs
- Working closely with product and finance team on yearly and monthly budgets and ensuring that cost is closed with approved budget
- Preparing incentive polices on Group level for all Sales LOBs
- Working closely with tech team and vendor on IVR and IVR related Improvements
- Working closely with tech team on automations to improve process efficiency
- Managing team for WFM & MIS
- Rolling out forecast (Long term, short term and monthly) based on which hiring targets are shared with HR
- Ensuring optimum occupancy level / Control Abandon Rate / RTM, Right Call / query allocation methodologies
- Accountable for Vendor Review and Feedback and Productivity Analysis per agreed SLAs
- Efficiently validating billing of all vendors also ensuring timely payments to all outsourced vendors
- Preparing P & L for all LOBs and sharing with management also sharing Monthly Head Count update with all stake holders
- Actively involved in testing and implementation of any new application in centers for process improvement
- Preparing Monthly reviews for management for different LOBs
- Helped with planning schedules and delegating assignments to meet coverage and service demands
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies
- Created employee schedules to align coverage with forecasted demands
- Mentored team members to enhance professional development and accountability in workplace
- Increased employee performance and job satisfaction to strengthen retention and engagement
Assistant Manager
MAKEMYTRIP INDIA PRIVATE LIMITED
04.2013 - 06.2014
- Instrumental in Capacity Planning for all LOBs and Budget preparation in coordination with Marketing, Product and Operations teams
- Responsible for rolling out forecasts for all LOBs (10 plus) to service providers also making decision on Billable Headcount across 5 Service Providers of MMT
- Managing the Team of WFM & RTA Executives (12 People)
- Ensuring optimum occupancy level / Control Abandon Rate / RTM, Right Call / query allocation methodologies
- Accountable for Vendor Review and Feedback and Productivity Analysis per agreed SLAs
- Efficiently validating billing of all vendors also ensuring timely payments to all outsourced vendors
- Preparing P & L for all the LOBs and sharing with the management also sharing the Monthly Head Count update with all the stake holders
- Handling end to end ID Creation/Deletion process for all outsourced employees as per SOX standards
- Actively involved in testing and implementation of any new application in centers for process improvement
- Preparing Monthly reviews for management for different LOBs.
Sr. Executive
MAKEMYTRIP INDIA PRIVATE LIMITED
03.2011 - 03.2013
- Preparing Daily/Weekly/Monthly reports- Team Performance, Lob Wise Performance, Quality Reports
- Preparing common Reporting formats for all vendors to start with
- Auditing all reports shared by vendors in terms agent’s login hours, KPIs
- Responsible for rolling out forecasts for all LOBs (10 plus) to service providers also making decision on Billable Headcount across 5 Service Providers of MMT
- Ensuring optimum occupancy level / Control Abandon Rate / RTM, Right Call / query allocation methodologies
- Accountable for Vendor Review and Feedback and Productivity Analysis per agreed SLAs
- Efficiently validating billing of all vendors also ensuring timely payments to all outsourced vendors
- Preparing P & L for all LOBs and sharing with management also sharing Monthly Head Count update with all stake holders
- Handling end to end ID Creation/Deletion process for all outsourced employees as per SOX standards
- Actively involved in testing and implementation of any new application in centers for process improvement
- Preparing Monthly reviews for management for different LOBs.
Executive
METLIFE GLOBAL SUPPORT CENTRE PRIVATE LIMITED
06.2010 - 03.2011
- WFM & MIS Reporting: - Tools used Aspect eWFM and Avaya
- Responsible for analyzing past volume and staffing patterns and implemented it based on forecast provided by client to ensure service goals are met
- Efficiently prepared Score Cards for Management Review Monthly for entire Lob’s also oversaw Real-Time and Intra-day activities to ensure operational and client goals are met
- Ensured all required WFM data is tracked and trended on continuous basis also interacted with Account Managers as needed for escalation of service impacting issues
- Managed staff schedules and responsibilities of Workforce Management team also met department budget goals by controlling costs for equipment and personnel
- Ensured team accurately tracks and manages call center schedule adherence also monitored absenteeism levels and works with Management and HR on attendance management initiatives
- Accountable for preparing daily/weekly/monthly reports and distributed to Management team also managed staffing ratios and seat utilization/optimization to ensure call center goals are met
- Built effective working relationships with internal departments also worked with Senior Management team on initiatives to support new business growth and overall operations
- Reviewed and monitored moderately simple work processes & rendered solutions to improve overall efficiency & quality of call center work
- Provided coaching and development for team of real time analyst including performance feedback and work direction.
Education
Bachelor of Commerce -
Mahatma Gandhi University
New Delhi 03.2011 - 03.2013
High School Diploma -
Army Public School
Dagshai, Himachal Pradesh 04.2002 - 03.2003
Skills
SQL, Tableau, Avaya CMS, Aspect, Nice WFM, NICE NDE
Timeline
Senior Manager
AMERICAN EXPRESS GLOBAL BUSINESS TRAVEL
06.2016 - Current
Assistant Manager
IBIBO GROUP PRIVATE LIMITED
07.2014 - 12.2015
Assistant Manager
MAKEMYTRIP INDIA PRIVATE LIMITED
04.2013 - 06.2014
Bachelor of Commerce -
Mahatma Gandhi University
03.2011 - 03.2013
Sr. Executive
MAKEMYTRIP INDIA PRIVATE LIMITED
03.2011 - 03.2013
Executive
METLIFE GLOBAL SUPPORT CENTRE PRIVATE LIMITED
06.2010 - 03.2011
High School Diploma -
Army Public School
04.2002 - 03.2003
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