Prakash Chandra Saha
Bengaluru
Summary
Seasoned WFM professional with more than 19 plus years into Workforce Management. Having end to end WFM (FSS) understanding along with exposure into Vendor Management, Budgeting, Commercial, BI, Billing, PnL, MLoT. Handling a large size team of 60 plus members. Additionally, took over refund ream In Myntra and working towards improving TTR.
Overview
19
19
years of professional experience
Work History
Deputy Director – WFM, Analytics & Refund
Myntra
04.2025 - Current
- Leading WFM, CC Analytics, CC Billing, and Refund.
- Strategise vendor management across diverse omnichannel contact centres, encompassing voice, email, chat, social media channels, and back office projects.
- Oversee the execution of commercial agreements, including MSAs and SOWs.
- Lead performance monitoring of partners, providing strategic guidance.
- AOP budgeting and cost alignment to support financial objectives.
- Manage billing team operations (service and technology), ensuring accurate auditing and monitoring of invoices.
- Align long-term and short-term forecasts with business growth for partner collaboration.
- Focus on resource optimisation through a proactive scheduling strategy.
- Implementing predictive modelling to align staffing levels and get bestfit schedule
- Spearhead initiatives to enhance TTR for automated refund processes.
- Drive multiple cost-saving and efficiency improvement projects.
Sr Manager - WFM
Teleperformance
12.2023 - 03.2025
- Supported market operations in US and Europe.
- Managed a portfolio of WFM billing, BI, and IDM.
- Assisted in stakeholder management for internal and external parties.
- Implemented WFM practices in new lines of business.
- Participated in regular meetings with leadership team to identify business improvements.
- Contributed to various pricing models during RFP processes.
- Handled budgeting, invoicing, and P&L activities.
- Monitored checking mechanisms and hygiene controls.
- Aimed for best practices in WFM and reporting metrics.
Manager - WFM
HSBC
06.2019 - 12.2023
- Joined HSBC as an Assistant Manager and promoted to Manager, WFM.
- Supporting the APAC and European markets from a WFM perspective.
- Prepare the Capacity Planner, and based on that, prepare a long-term, mid-term, and staffing plan. Work on the hiring plan based on the proposed numbers. Directly involved with stakeholders to manage and achieve goals.
- Forecasting and scheduling on a weekly, monthly, and quarterly basis.
- Constant communication with stakeholders for addressing concerns and improvement plans.
- Constantly working with the team to capture areas of opportunity and increase efficiency.
- Collaborate with stakeholders to improve planning and appropriate staffing for the projected workload.
Assistant Manager - WFM
Wipro Ltd
01.2015 - 06.2019
- Handling a WFM team for BFSI and KPO verticals, supporting multiple logos.
- Closely working on capacity planning and hiring plan.
- Constant communication with internal and external clients for addressing concerns and improvement plans.
- Constantly working with the team to capture areas of opportunity and increase efficiency.
- Collaborate with clients to improve planning and ensure the right staffing for the projected workload.
- Responding to RFPs for new business with the inputs provided through efficient modelling.
- Serve as the point of contact for any escalations or special requests from clients.
- Provide meaningful insights for budget planning in terms of manpower requisition, hiring plans, and senior management.
- Implementation of WFM functions for newly acquired and/or previously uncovered accounts from a WFM perspective.
Global Capacity Planner
HP (Net Connect)
06.2014 - 01.2015
- Handling EMEA (Europe, Middle East, and Africa) business for HP Server, Storage, and Network business.
- Long-term and short-term workload and volume forecast.
- Capacity planning for multiple geographies.
- Daily and intraday scheduling to meet the contractual KPIs.
- Handling weekly performance review calls with clients.
- Sharing weekly and monthly reports with clients on performance trends.
- Advising clients on FTE estimation, future demand, and shortfall.
- Transition Management.
Team Leader - WFM
Aegis Ltd
08.2011 - 06.2014
- Capacity Planning and Capacity Management.
- Forecasting, staffing, and scheduling for multiple lines of business.
- Hiring Plan.
- Ramp-Up and Ramp-Down Plan.
- Tracking schedule efficiencies.
- Traction and elimination of operational leakages.
- Headcount Management.
- Incident Management.
- Preparing templates for MIS reports for process development.
- Identifying the opportunity to generate more revenue for the organisation.
- Managing a team of five WFM executives.
Team Leader - WFM
Kochar Info Tech P Ltd
11.2009 - 08.2011
- Joined Kochar as WFM executive and promoted as a TL after one year
- Managing a team of 8 WFM executives
- Capacity Planning and Capacity Management (for Telecom business)
- Forecasting, Staffing and Scheduling for multiple line of business
- Ramp-Up and Ramp Down Plan
- Tracking schedule efficiencies
- Traction and elimination of Operational leakages
- Headcount Management
WFM Executive
Firstsource Solution Ltd
02.2007 - 11.2009
- Joined Firstsource as a CCE, moved to the RTA role, and was later promoted to WFM Executive in January 2009.
- Used to prepare a schedule for short-term forecasted volume.
- Ensure all required WFM data is tracked and trended on a continuous basis.
- Used to analyse volume, AHT, shrinkage, and attrition trends.
- Providing local reports for site leadership as needed.
- Preparing templates and MIS reports for process development.
- Real-time analysis, such as monitoring service levels, AHT, call flow, etc.
- Preparing billing data, scorecard/incentive for agents, team leaders, and team managers.
Education
BA - Arts
Berhampore College
01-2005
Higher Secondary -
Berhampore College
01-2002
Secondary -
Gokarna Prasanna Moyee Higher Secondary School
01-2000
Skills
- Leadership
- Vendor Management
- Stakeholder Management
- Capacity Planning
- Forecasting
- Scheduling
- Billing and Invoices
- PnL
- Budgeting (AOP)
- Commercials
- MLoT
- BI & Analytics
- RTA Management
- SLA Management
- Refund and Payment
Languages
English
Bengali
Hindi
Custom Section
Mahadeb Saha, Bhabani Saha, Shraboni Bhattacharyya, Indian, Books, Music, Friends, Family
Personal Information
Age: 42
Married
Timeline
Deputy Director – WFM, Analytics & Refund
Myntra
04.2025 - Current
Sr Manager - WFM
Teleperformance
12.2023 - 03.2025
Manager - WFM
HSBC
06.2019 - 12.2023
Assistant Manager - WFM
Wipro Ltd
01.2015 - 06.2019
Global Capacity Planner
HP (Net Connect)
06.2014 - 01.2015
Team Leader - WFM
Aegis Ltd
08.2011 - 06.2014
Team Leader - WFM
Kochar Info Tech P Ltd
11.2009 - 08.2011
WFM Executive
Firstsource Solution Ltd
02.2007 - 11.2009
BA - Arts
Berhampore College
Higher Secondary -
Berhampore College
Secondary -
Gokarna Prasanna Moyee Higher Secondary School