Ravindra Munekar
Pune
Summary
Seeking Workforce Management profile with a reputed organization in which my experience adds positive influence towards the growth of the organization. Experienced with in-depth knowledge of strategies planning, scheduling, recruitment, money handling and employee relations. Gifted leader with strong communication skills and team player mentality. Consistently achieve high level of personal integrity with strong commitment to personal growth.
Overview
17
17
years of professional experience
Work History
Deputy Manager - WFM
WNS
08.2022 - 09.2024
- Joined WNS as deputy Manager WFM from 18th Aug 22.
- Handling a team of 5 WFM members including 1 assistance manager.
- Preparing capacity planning for the process and sharing the inputs with leadership.
- Raising request for Back fill of associate and following up with HR for resource management.
- Efficiently Planning and forecasting, sharing the inputs with leadership, Post approval from leaders, discussing clients for approval.
- Ensure schedules are prepared on time and shared with the operations team as per requirements.
- Raising alarm for process and sharing the plan for requirement at interval level.
- Ensures that all the reports are shared on time and with 100% accuracy.
- Motivating team through RNR programs.
- Evaluate team on monthly performance and share improvement feedback.
- Ensure that backup is created as required.
- Preparing projects for reducing manual efforts through VBA coding.
- Preparing review decks from a WFM point of view.
- Conducting monthly and weekly reviews with clients and the internal team.
WFM Manager - Operations
IGT Solutions
01.2021 - 08.2022
- Forecasting and scheduling as per business requirement.
- Planning and implementing the new projects as per the requirements of the organization to reduce costs and maintain work efficiency with a low manpower.
- Hands-on experience in capacity planning, forecasting, and volume management.
- Maintaining and recommending the manpower requirement to higher management, based on the current situation and future requirement.
- Expert in Managing Service Level and controlling Leakages.
- Guiding team on new project and executing it more efficiently.
- Coordinating with the business for ad hoc activities to be conducted on a mass level
- E.g., Training for Newly launched Products, Projects of different types of BCP (Business Continuity Process)
- Coordinating with HR and Raising the JRF as per requirement.
- Handling billing reports.
- Automating reports with the help of Advanced Excel and VBA Coding.
- Preparing KRA for WFM executives.
- Tracking team performance.
- Reviewing team members monthly, quarterly, and annually.
- Preparing Business deck (MBR and QBR).
Sr. Team Leader-Operations-MIS/WFM
Tata Business support services LTD
08.2014 - 01.2021
- Managing client operations, scheduling manpower, reporting, and ensuring service standards exceed expectations.
- Managing client-centric operations and ensuring client satisfaction by achieving delivery and service quality norms.
- Ensures that the service standards consistently exceed the desired levels.
- Responsible for Scheduling Manpower, Forecast, Reporting, Manpower Management and coordination with various departments and center.
- Proven Managing & supervising a team of 5 MIS executives and ensuring appropriate Output from the project by understanding key parameter Index system / processes of the Company and meeting requirements for job.
- Design and implement a range of BPO Review Reports & audit formats Co-ordinate with respective Managers for data collation and ensure various MIS and reports are sent to corporate and client on time with accuracy.
- Receive and record individual and team performance figures and reports from the Operations and Quality departments
- Analysis such information to generate management usable information.
- Provide the analysis in various required areas
- For instance, Effective tracking and allocation of the Manpower, Shrinkage, Adherence, and Recruitment requisition, Daily productivity calculation, Door & Does etc.
- Coordination with IT team for reports
- Work closely with Voluntary & Involuntary teams.
- Performance Incentive Calculation on various decided Parameters at the end of each month and advice to Pay Roll team for pay-out.
- Additional responsibility of CMS/Avaya training and monitoring is to keep a close eye on Service Level, Answering Level, Shrinkage, Login Hours adherence, seat utilization, etc.
- Preparing and forwarding various reports to Corporate, Client, and Administration.
- Representing MIS/Center in calibration with other departments of company/Client and Backend, respectively.
- Assists Branch Heads with various ad hoc analysis reports.
- Focused attention to customer satisfaction by providing efficient and quality service, and providing feedback on individual performance to supervisors.
- One single point of contact for the entire Database for Mohali center.
- Indulging in the analysis of the operations performance and guiding them to achieve deliverables.
- Designated as Location Level in charge for WFM/MIS Department.
WFM Assistant Manager - Operations
Concentrix
10.2007 - 08.2014
- Maintaining process MIS, handling scheduling and forecasting, ensuring report accuracy, and maximizing manpower utilization.
- Handling scheduling, forecasting, and staffing for the process.
- Ensure all reports are published within the SLA and with 100% accuracy.
- Preparing and maintaining capacity planning for 6 LOBs.
- Coordinating with HR and raising the JRF as per requirement.
- Monitoring SLA to ensure that the same is running at an optimum level (RTQM)
- Ensure that expectations/requirements of internal and external clients are met.
- Raising alarm at sudden spike in call volume and ensuring to meet the set targets.
- Maximize utilization of manpower.
- Preparing Stacks and uploading in gain manager tool.
- Achieving PMI targets.
- Preparing ad hoc reports and meeting timelines.
Education
HSC - undefined
Pune Board
SSC - undefined
Pune Board
Bachelor of Arts (Economics) -
Sabarmati University
Skills
- MS-DOS
- Windows XP
- Windows 10
- Power BI
- Blue Pumpkin and IEX
- Quick decision-making abilities
- Performance Improvements
- Cost analysis and savings
- Process and procedure development
- Decision-making capabilities
- Operations Management
- Advance Excel
- VBA Coding and Automation
- Scheduling Tool: Blue Pumpkin, IEX
- CMS
- Genisys
Professional Highlights
- Overall All 15 yrs. of experience in BPO. 10 yrs and above in Workforce management. Expert in Capacity Planning, Scheduling, Forecasting, Reporting and RTM. Team handling experience of 10 yrs. Business continuation plan. Explore towards internal and external clients. Preparing monthly Deck and sharing inputs as and when required.
- Corporate Training on Management Information system & Blue Pumpkin Rostering Software
- Nominated for 5 times for Rewards and recognition for efficient working
- Received GEM award for 5 times
- Received appreciation for automation of reports
- Received Appreciation mails from Clients
- Received appreciation for best team manager
- Selected as Top Talent in 2016 at Concentrix
Selfdescription
Self-motivated confident, innovative, energetic, and logical person with broad outlook in life. Excellent relation with people I worked with or the people I worked for. I believe in continuous improvement and augmentation of my skills and knowledge.
Personal Information
- Age: 37
- Date of Birth: 09/04/86
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Trainingundertaken
- Workshop on people management skills
- On Track Certificate
Disclaimer
I hereby affirm all information furnished above is correct & true as per my knowledge.
Timeline
Deputy Manager - WFM
WNS
08.2022 - 09.2024
WFM Manager - Operations
IGT Solutions
01.2021 - 08.2022
Sr. Team Leader-Operations-MIS/WFM
Tata Business support services LTD
08.2014 - 01.2021
WFM Assistant Manager - Operations
Concentrix
10.2007 - 08.2014
HSC - undefined
Pune Board
SSC - undefined
Pune Board
Bachelor of Arts (Economics) -
Sabarmati University
Similar Profiles
Bhuwan PandeyBhuwan Pandey
AM(Assistant Manager) at WNSAM(Assistant Manager) at WNS
Arpita MallikArpita Mallik
Senior Analyst at WNSSenior Analyst at WNS
Sushrut PatnaikSushrut Patnaik
Deputy Manager - Reporting Analyst at Suncorp at WNSDeputy Manager - Reporting Analyst at Suncorp at WNS
Rajan KumarRajan Kumar
Senior Associate Analyst at WNSSenior Associate Analyst at WNS
Dreamly MondalDreamly Mondal
Infrastructure Platform Engineer at SLB (Schlumberger)Infrastructure Platform Engineer at SLB (Schlumberger)