PRASHANTH K S
Bengaluru
Summary
Dynamic Workforce Management leader with a proven track record at Kyndryl, excelling in forecasting and capacity planning. Recognized for enhancing SLA adherence and optimizing staffing models, I leverage advanced analytics and cross-functional collaboration to drive operational excellence and deliver impactful results in multi-LOB environments. Accomplished Deputy Manager with a proven track record in Workforce Management Leadership, driving impactful capacity planning initiatives and optimizing SLA and KPI performance. Expertise in forecasting and staffing models supports business efficiency.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Deputy Manager – Workforce Management
Kyndryl (formerly IBM India Pvt Ltd)
Bengaluru
12.2014 - Current
- Lead enterprise-Global level WFM strategy for major North American clients including Banking, Financial Services & Insurance, Telecom, Healthcare and diverse B2B and B2C portfolios.
- Drive forecasting, long-term planning, staffing models, shrinkage projections, budget modelling, and SLA governance.
- Conduct comprehensive capacity planning, seasonal volume readiness, hiring projections, and FTE modelling for new and existing programs.
- Support RFP/RFI engagements by creating detailed cost models, productivity assumptions, and What-If scenario simulations.
- Implement full-cycle RTA and scheduling frameworks for multi-LOB operations including Inbound, Outbound, Email, and Chat using eWFM, Avaya CMS, Verint, and Five9.
- Publish daily/weekly/monthly leadership dashboards including forecast vs actual performance, SLA adherence, AHT trends, staffing variance, absenteeism, and billable FTE insights.
- Provide real-time SL recovery actions, GTG plans, escalation support, and intraday performance adjustments.
- Conduct ongoing training for WFM teams, TLs, and managers on queue monitoring, scheduling methodologies, and transitions from legacy tools to Five9 and Verint.
- Optimize excess staffing capacity by reallocating workforce to training, coaching, quality reviews, and other value-add activities.
- Execute BCP frameworks, holiday staffing models, and cross-LOB workforce optimization for uninterrupted business delivery.
- Formerly IBM India Pvt Ltd
- Awarded the Elite Award for leading a successful new-account transition.
- Received Rising Shine and Bravo Awards for exceptional stakeholder partnership and WFM delivery excellence.
- Consistently recognized for accurate forecasting, high-quality analytics, and TAT adherence across global business units.
- Led multiple automation and reporting transformation initiatives resulting in improved dashboard accuracy and reduced reporting turnaround time.
Senior WFM Analyst
Minacs
04.2014 - 12.2014
- Managed forecasting, staffing, scheduling, and manpower planning for Flipkart, Apple Domestic, and Idea Telecom.
- Produced quarterly manpower models and weekly/bi-weekly scheduling cycles.
- Executed capacity planning, scenario planning, long/short-term over-under management, and SLA alignment.
- Delivered internal forecasts with accuracy assessments and variance explanations.
- Recommended staffing changes and service order adjustments based on forecast shifts.
- Ensured operational continuity during BCP activations and supported multi-LOB delivery environments.
Senior WFM Analyst
Hinduja Global Solutions (HGS)
07.2010 - 04.2014
- Developed short-, medium-, and long-term forecasting for Humana, EarthLink, and NA processes.
- Designed historical data models, seasonal indexation, and holiday patterns for accurate interval-level forecasting.
- Calculated FTE requirements across global geographies using demand, AHT, shrinkage, and concurrency inputs.
- Created and managed 1100+ schedules with break optimization, shift alignment, and load balancing.
- Delivered real-time staffing reports, intra-day adjustments, and queue performance analysis.
- Managed end-to-end employee updates in eWFM—skills, preferences, schedules, and terminations.
- Supported RFPs, RFIs, workforce ramp-up/down plans, and staffing blueprints for new business.
- Mentored and coached WFM team members on processes, analytics, and performance excellence.
- Supported multi-geo operations including North America, Canada, Philippines, and Costa Rica.
- Key contributor to the Aspect eWFM tool upgrade initiative.
- Ensured strict adherence to governance, compliance, and information security protocols.
Education
Master of Commerce (M.Com) -
Karnataka State Open University
BangaloreBachelor of Commerce (B.Com) -
Seshadripuram Degree College
BangaloreSkills
- Workforce Management Leadership
- Forecasting (Short / Mid / Long Term)
- Capacity Planning & Headcount Sizing
- RFP/RFI Support & Cost/FTE Modelling
- Staffing, Scheduling & Real-Time Governance
- SLA, KPI & Productivity Optimization
- Centralized MIS & Operational Analytics
- Cross-Functional Collaboration
- Queue Optimization & Intra-Day Planning
- Process Excellence & WFM Automation
- ASPECT
- Impact 360
- IEX
- Avaya CMS
- Verint
- Five9 F&S
- Power BI
- MS Office Suite
Certification
- ITIL Intermediate & Foundation – Service Delivery
- Agile Beginners
- IBM Design Thinking Practitioner
- Big Data & Statistics (Beginner Level)
Languages
- English
- Kannada
- Hindi
Achievements And Strengths
- Recipient of Elite, Rising Shine, and Bravo awards (IBM/Kyndryl).
- Strong communication, stakeholder engagement, and leadership abilities.
- Detail-oriented, analytical, and highly structured in execution.
- Excellent in multitasking and meeting aggressive delivery timelines.
- Proven ability to drive global WFM operations and strengthen performance frameworks.
Tools And Platforms
- Alvaria (ASPECT)
- Impact 360
- IEX
- Avaya CMS
- Verint
- Five9 F&S
- Power BI
- MS Office Suite
Timeline
Deputy Manager – Workforce Management
Kyndryl (formerly IBM India Pvt Ltd)
12.2014 - Current
Senior WFM Analyst
Minacs
04.2014 - 12.2014
Senior WFM Analyst
Hinduja Global Solutions (HGS)
07.2010 - 04.2014
Master of Commerce (M.Com) -
Karnataka State Open University
Bachelor of Commerce (B.Com) -
Seshadripuram Degree College