Priya Deshwal
Hyderabad
Summary
Seasoned professional with over 7+ years of experience in Operations, Work Force Management, Work Force Planning, Scheduling, Report Generation, Client Interaction/Support, Service and Support across the Captive unit & Outsourcing Industry. Ingrained confidence and solid understanding of translating business requirements into functional plans in a competitive framework. Demonstrated strengths in optimizing business requirement and managing operations with track record of attaining predetermined targets. Dexterous in creating & maintaining long term profitable business relationships with clients through visionary leadership in assessing client needs. Leverage a customer & service centric approach to maintain strong relationship with clients, Stakeholders, & human capital. Focused and hardworking, self-motivated and team oriented; willing to go the extra mile, effective team player with excellent communication and inter-personal skills. Deft in creating & maintaining strong rapport amid different fraternities.
Overview
8
8
years of professional experience
Work History
Workforce Management Capacity Planning Specialist
Uber technologies
Hyderabad
03.2022 - Current
- Managing Capacity Planning for one of the largest portfolios in the APAC region, encompassing over 1,000 employees.
- Executing workforce planning activities, including data analysis, trend forecasting, and headcount movement predictions.
- Conducting monthly FTE governance meetings with the operations and finance teams to analyze the budget month over month and share our projections for 2 quarters.
- Leading a team to enhance productivity and minimize process delays through training in best practices and procedures. Collaborating with cross-functional departments such as Operations, Recruitment, Training, and Learning & Development to ensure seamless workforce planning and partnership activities.
- Overseeing staffing schedules and plans for the assigned business with precision and timeliness. Partnering with WFM departments like RTA and Forecasting to continuously assess and optimize business performance and profitability.
- Consulting with operational partners on staffing needs by establishing thresholds for overtime, time-off, and absenteeism.
Assistant Manager - WFM
Concentrix
05.2017 - 03.2022
- Creating and providing interval level staffing requirement and schedules on weekly/biweekly basis in IEX tool
- Managing processes and tasks of forecasting, scheduling, and attendance to ensure assigning the right number of employees with the right skill set to the right calls during different call volume demands
- Generating WFM solution, FTE Sizing headcount demand generation
- Engaged in assessment, problem solving, practices / policy administration / interpretation
- Monitored Programs for real time adherence, schedule adherence, work force management function, provide helpdesk support
- (Real Time Monitoring from Avaya CMS and IEX)
- Responsible for skill change management, performance management, client services, and reporting.
- Working closely with Operations for daily, weekly & monthly reports
- Leading planning and execution of SLAs, capacity, and workflow plans for multiple functional areas
- Defining metrics, goals, and strategic direction across functional area(s) in support of overall group vision
- Scheduling on Excel (using other models) for the Process to ensure forecasted service level (SL) for the day is met / maximized
- In case line staffing is provided, ensuring that the staffing schedules meet the requirements satisfactorily
- This can be a weekly, biweekly, or monthly activity.
- Exposure to handle big clients
- Make recommendations for overtime requirement/ offline guidance on interval level
- Providing insights on existing data to internal/external partners
- Performing root cause analysis for the days the process has missed its targets and suggest corrective action
- Communicating available leave slots considering current staffing requirements
- Should be able to communicate effectively with client and the Process management on issues relating to WFM
- Provide reports pertaining to SL, Staffing requirements and Forecast deviation
- Managed daily operations
- (Includes LOB performance improvement strategies, reports etc.)
- Liaised with Operations and Client team in various chat rooms
- Shared program specific updates with operations (i.e
- Code status, Volume increase, planned outages etc.)
- Daily coordination with operations to plan strategy for the day and Month
Assistant Executive Customer Service
Ienergizer
08.2016 - 02.2017
- Handled all Tool Downtime or Scheduled Outages as per the guidelines
- Opened Client Ticket and provide required information to the client and resolving issues
- Page Leadership if we are missing the main KPI's
Education
B.Tech - Computer Science
Bharat institute of technology
Meerut01.2016
Intermediate -
Meerut Public School for girls
Meerut01.2012
Matriculation -
Godwin Public School
Meerut01.2010
Skills
- Operations Management
- Stakeholder Management
- Vendor Management
- Strategic Workforce Planning
- Scheduling proficiency
- Financial Budgeting
- Client Servicing
- Report Generation
- Effective Communication
- Teamwork and Collaboration
- Process Improvement
- Conflict Resolution
- IEX Nice, Capability, Google Sheet , Excel,
Accomplishments
CST Xtra Award Q4 2022
CST Xtra Award Q2 2023
APAC COE Bravo Award
Support Rockstar Award
Golden Ticket Award
Languages
Hindi
First Language
English
Proficient (C2)
C2
Timeline
Workforce Management Capacity Planning Specialist
Uber technologies
03.2022 - Current
Assistant Manager - WFM
Concentrix
05.2017 - 03.2022
Assistant Executive Customer Service
Ienergizer
08.2016 - 02.2017
B.Tech - Computer Science
Bharat institute of technology
Intermediate -
Meerut Public School for girls
Matriculation -
Godwin Public School