Rana Vivek
Workforce Management
Bengaluru,KA
Summary
Dynamic Sr. Manager with extensive experience at Accenture, excelling in revenue forecasting and cost analysis. Proven track record in delivering actionable insights and optimizing resource utilization. Skilled in MS Excel and adept at SLA negotiations, driving significant improvements in operational efficiency and financial performance. Multi-talented Senior Manager well-versed and highly effective at developing, executing and directing key improvements to enable business enhancements and growth. Visionary leader with solid success leading business operations toward growth.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Sr. Manager – WFM & MIS
Accenture
Bangalore
04.2025 - Current
- Executed revenue and cost forecasting, including profit and loss projections.
- Provided decision support through comprehensive reporting and actionable insights.
- Conducted budget analysis focusing on cost, revenue, and margin improvements.
- Performed detailed bottoms-up reforecasts, ensuring accuracy and thorough planning.
- Completed GM variance analysis with final reviews and communicated findings effectively.
- Delivered weekly flash reports on revenue, hours, and cost projections.
- Optimized resource utilization through accurate forecasting and capacity planning.
- Facilitated monthly group meetings to review financial commitments and operational strategies.
Sr. Manager – WFM & MIS
Teleperformance India
05.2024 - 03.2025
- Revenue & Cost Forecasting along with Profit & Loss Projection
- Decision support through Reporting and Insights
- Budget Analysis (Cost, Revenue & Margin Erosion/Improvement)
- Reforecasts - Bottoms up detailed build | Accuracy, Challenge, and Planning | GM Variance Analysis - Final Review/Scrub & Communicate findings | Weekly Flash - Revenue, Hours and Cost projections weekly update | RPH & DC Optimization - Driving Analysis and Suggestions to CS/Ops |
- Operation’s commitment & Financial Commitment Process | Monthly group meeting/review
- New Client Rev & Cost Forecast/Projections Modelling based on Contract | Capacity Plan validations along with New Hiring and Support Alignment/Allocation | Resource Utilization – Driving Accurate Forecasting and Capacity Planning
Manager – WFM & MIS
Teleperformance India
01.2022 - 04.2024
- Business Performance Analysis/Audit
- Baseline Audit & Implementation
- SLA Management & Negotiations
- Directly managed WFM / WFO activities and staff in participating projects, including shared services contact center.
- SLA Management, Capacity Planning, Reporting
- Coaching and mentoring WFM professionals on how to improve agent efficiency through the application of WFM Best – Practices. WFM Training and Pool Creation for Frontline.
- Managed design of dynamic widgets focused on Agent Productivity.
Asst. Manager WFM
Teleperformance India
04.2018 - 12.2021
- WFM Team Management, Transaction & Staff Monitoring
- Forecast Alignment, Capacity Planning, MIS, Business Recommendations, Performance Management etc.
WFM Analyst
Teleperformance India
02.2016 - 12.2017
- Managing the voice, email & chat queue, SL%, AL%, abandoned%, etc. Ensuring that the targets provided by the Client are met daily.
- Responsible for SL% for organization attached to.
- Preparing and Escalating the Day-End Reports, Revenue Tracker, Attendance, Transport Request, APR, Late Login/ Login Adherence report Cab Delay and Organizational Chart on a regular basis.
- We do RCA as well if we have not achieved our target.
- Highlighting leakages to operation, for an action plan to improve the performance of the process.
- To do Reconciliation of skills & splits.
- Worked on Avaya
- Worked on IEX for scheduling and RTA.
WFM Analyst
Myntra design PVT. LTD
02.2012 - 08.2015
- Monitoring Real Time Adherence for the queues
- Taking real time decisions on managing Breaks / Training / Coaching.
- Real time Break Management and reporting of any interval being missed.
Customer Services Specialist
Myntra design PVT. LTD
01.2010 - 01.2012
- Ensured optimal service levels by monitoring real-time performance and sharing daily reports.
- Monitored real-time service operations to maintain service levels and distributed daily performance reports.
Education
Master of Arts - History
Swami Vivekanand Subharti University
Meerut, Uttar Pradesh01.2024
BBA - Art History
Sunrise University
Bagar Rajput, Rajasthan01.2016
XII - Mathematical Sciences
NIOS Board
Bihar01.2009
X - Mathematics Education
C.B.S.E. Board
New Delhi01.2007
Skills
- Call Center P&L
- Forecast/Planning
- Assessment/Analysis
- Reporting
- SLA Negotiations
- Tools with Hands-on
- MS Excel
- MS PowerPoint
- IEX
- Genesys
- Verint
Certification
- Yellow Belt Certified
- Genesys WFM Certified
- Great Manager Certified
- IEX Tool, Verint Tool
Timeline
Sr. Manager – WFM & MIS
Accenture
04.2025 - Current
Sr. Manager – WFM & MIS
Teleperformance India
05.2024 - 03.2025
Manager – WFM & MIS
Teleperformance India
01.2022 - 04.2024
Asst. Manager WFM
Teleperformance India
04.2018 - 12.2021
WFM Analyst
Teleperformance India
02.2016 - 12.2017
WFM Analyst
Myntra design PVT. LTD
02.2012 - 08.2015
Customer Services Specialist
Myntra design PVT. LTD
01.2010 - 01.2012
Master of Arts - History
Swami Vivekanand Subharti University
BBA - Art History
Sunrise University
XII - Mathematical Sciences
NIOS Board
X - Mathematics Education
C.B.S.E. Board