IEX, Varient, Cisco, Avaya, Zendesk, Salesforce, PBI,
Rahul Singh
Manager Workforce
Indore
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
14
14
years of professional experience
Work History
Manager
TASKUS INDIA PVT LTD
02.2022 - Current
- Responsible for Resource planning & scheduling, Budget planning, Margin impact analysis and drive to increase gross margin for the site/company, Cost management and look for opportunities for revenue increase, Provide key inputs to the leadership, Leadership management, Resource planning and scheduling, Team Management, Client/ stakeholder management
Deputy Manager WFM (Workforce Management)
CONCENTRIX DAKSH
04.2021 - 02.2022
- Team management, Leadership management, Client management, Vendor management, Managing RTA, scheduling and planning for a US travel account
Assistant Manager WFM (Workforce Management)
INFOSYS
08.2018
- Forecasting and Planning, Schedule Management, MIS Reports and Analytics, Communication, People Management
Sr. As. Workforce Planner/Scheduler
SUTHERLAND GLOBAL SERVICES PVT LTD
06.2017 - 07.2018
- Employee Master & Head count Management, Performs Workforce Management reporting, analysis, recommendations, and administrative tasks related to staffing and scheduling functions
Team lead (WFM/Scheduler/RTA)
CONCENTRIX DAKSH INDIA PVT LTD
04.2010 - 06.2017
- Managing service levels across all centers on real time, Managing service levels across centers by managing call routing, Preparing analysis for centres if service Levels are not met at any centre, Tracking and managing new hires and training batches, Tracking and managing agent movement from one LOB to different LOBs
Education
B Sc - IT
SMU
Karnataka Skills
NICE IEXAnaplan (Financial management tools)Experience in using Novel Vox and GenesisCall Recording which serves as a modem for barging the agents call and helps in keeping a track of every customer’s interaction
Experience in using NICE IEX, CMS, CISCO, Genesis, Zendesk
Experience in IVR ManagementStrategic planning
Analytical and Critical Thinking
Financial Management
Additional Responsibilities
- India Hiring POC for current organisation
- Worked closely with FIN team to align with our company goal
Experience In International
Worked with multiple International Campaigns from almost every geo location
Companies Worked
- TaskUs
- Concentrix Daksh India
- Jio Infocom
- Sutherland Global
- INFOSYS
Functional Areas
- Customer service
- Planning
- Scheduling
- Revenue planning
- Operations
- Team management
Software
Timeline
Manager
TASKUS INDIA PVT LTD
02.2022 - Current
Deputy Manager WFM (Workforce Management)
CONCENTRIX DAKSH
04.2021 - 02.2022
Assistant Manager WFM (Workforce Management)
INFOSYS
08.2018
Sr. As. Workforce Planner/Scheduler
SUTHERLAND GLOBAL SERVICES PVT LTD
06.2017 - 07.2018
Team lead (WFM/Scheduler/RTA)
CONCENTRIX DAKSH INDIA PVT LTD
04.2010 - 06.2017
B Sc - IT
SMU