Rakshith Kumar S
Bengaluru
Summary
Proven leader in workforce management and capacity planning, adept at optimizing resource utilization and enhancing operational efficiency at Concentrix. Excelled in strategic planning and stakeholder communication, demonstrating exceptional leadership and communication skills. Achieved significant improvements in labor utilization and operational metrics, showcasing a fast learning ability and the capacity to thrive under pressure.
Overview
12
12
years of professional experience
Work History
RTA & Capacity Planner
Concentrix India India Pvt Limited
Bengaluru
09.2023 - Current
- Responsible for analyzing current and projected demand to strategically determine the optimal level of production capacity within a company, ensuring sufficient resources are available to meet future needs, while optimizing efficiency and minimizing unnecessary costs.
- Monitor current resource utilization across departments or production lines to identify potential constraints.
- Develop and maintain capacity models to simulate different production scenarios, and identify optimal capacity levels.
- Connecting with stakeholders and leaders in terms of current capacity trends.
- Creating JRs based on the business requirements and demand.
- Identifying any upcoming impact in terms of capacity for the business, and having a BCP ready to handle any situation.
WFM Team Lead
Concentrix Daksh Services Pvt Ltd
Bangalore
06.2021 - 09.2024
- Handling a team of 18+ Real time analyst for U.S based Insurance organization
- Document all incidents using the service management suite and notify impacted stakeholders
- Being a part of daily call to discuss about area's of opportunities for current and next day staffing gaps
- Review and process VTO/PTO/OT/Non-Prod time requests in real-time basis
- Recommend strategies to Operations for improved labor utilization and key performance indicators
- Aspect/IEX WFM – and other Workforce Scheduling tools
- (Admin, setup, use, updated, edits, reporting
Sr.Analyst
Hinduja Global Solutions Pvt Ltd
Bangalore
12.2017 - 06.2021
- Real time Analyst for a leading health Care organization in U.S
- Monitoring Calls on a real time basis
- Schedule Management through IEX
- Monitoring intraday KPI’s to determine impacts to business operations including SLA, Call Volume, AHT, and Absenteeism Rates
- Real time schedule update i.e., Meetings, Training or any coaching sessions
- Break Optimization to ensure that we have the required staffing throughout the day
- Taking initiative and execute plans for unusual volume or agent availability situations
- Participate in daily calls to explain and understand the staffing or volume challenges which we had for the previous day and present an action plan for any upcoming challenges in terms of staffing or volume
RTA and Reporting Analyst
Convergys India Pvt Limited
Bengaluru
02.2015 - 12.2017
- Established and maintained a comprehensive database of quality data and metrics for analysis and reporting
- Developed and implemented a system for tracking and reporting on procurement activities and performance
- Created and implemented a set of internal controls to ensure accurate and timely financial reporting and reduce the risk of fraud and errors
- Participate in daily calls to explain and understand the staffing or volume challenges which we had for the previous day and present an action plan for any upcoming challenges in terms of staffing or volume
Social Media Advisor
24/7 Customer Service Pvt Ltd
Bangalore
08.2013 - 02.2015
- Interacting with US customers via Chat, to assist them with their queries related to their bank accounts and transaction details
- Worked has Interactive Social Media advisor for 6 months
- Was working as SME (Subject Matter Expert)
- Job Responsibilities as an SME: Provide support to transition teams with headcount of 25+ or more, to handle US customers via chat regarding their bank accounts and transaction details
- Help the transition agents understand the process better and meet their daily/monthly targets
- Supported 11 new teams on the production floor to help them transition from training to production without any hassle and show results in the same month
- Planned and conducted multiple sessions for the transition batches to improve the quality of customer service, which in turn helped them show considerable improvement in terms of program related metrics
Education
Bachelor's - Computer Applications
Bangalore University
Bengaluru05.2013
Skills
- Ability to work under pressure
- Fast learner
- Leadership and teamwork
- Communication Skills
- Customer service
- Capacity planning
- Workforce management
- Resource utilization
Personal Information
- Date of Birth: 06/21/91
- Nationality: Indian
Familiar Wfm Tools
- Avaya
- CMS Verint
- Teleopti
- IEX
Languages
- English,
- Kannada,
- Hindi,
Timeline
RTA & Capacity Planner
Concentrix India India Pvt Limited
09.2023 - Current
WFM Team Lead
Concentrix Daksh Services Pvt Ltd
06.2021 - 09.2024
Sr.Analyst
Hinduja Global Solutions Pvt Ltd
12.2017 - 06.2021
RTA and Reporting Analyst
Convergys India Pvt Limited
02.2015 - 12.2017
Social Media Advisor
24/7 Customer Service Pvt Ltd
08.2013 - 02.2015
Bachelor's - Computer Applications
Bangalore University
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