Summary
Overview
Work History
Education
Skills
Timeline
Generic
Roma ..

Roma ..

Hyderabad

Summary

Dynamic Global WFM Capacity Planner at Uber India, I excel in capacity planning and operational efficiency, achieving a 30% HC savings through strategic consolidation. My strong data analysis skills and effective communication foster stakeholder engagement, driving impactful automation initiatives and enhancing service levels across APAC and US&C LOBs.

Overview

14
14
years of professional experience

Work History

Global WFM Capacity Planner

Uber India Research And Development Pvt Ltd.
Hyderabad
07.2022 - Current
  • Spearheaded automation and standardization initiatives across COE sites in APAC, eliminating non-value-added activities.
  • Successfully consolidated 6 LOBs, achieving HC savings of 30, through improved operational efficiency.
  • Designed and implemented streamlined overtime approval processes, reducing pay disputes, and optimizing scheduling for US&C LOBs.
  • Introduced EOD reports for P0 queues, significantly enhancing operational efficiency and responsiveness.
  • Addressed and resolved SLA challenges for critical LOBs, maintaining consistent service levels from inception.
  • Executed TPH resets that improved efficiency across APAC and US & C LOBs, earning recognition from key stakeholders.
  • Increased leadership visibility by delivering comprehensive WFM MBRs and conducting monthly portfolio calls with global insights.

WFM Assistant Manager

Wipro Limited
New Delhi
03.2021 - 07.2022
  • Lead Monthly Operation Reviews with Operations and other Key matrix partners.
  • Review the volume trend month over month and revisit the monthly forecast and recommend the required changes on the projections.
  • Communicate impact of the forecasting and improvements on Key parameters for the previous month.
  • Review current staffing and recommend best options to utilize the available HC.
  • Lead Bi-Weekly Capacity Plan Review with Operations. Discuss the hiring plans and raise hiring Requisition in time considering the hiring and training timelines. Also review the new hire Inventory requirement.
  • Conduct sessions with Operations to discuss the short-term touch points - leveraging capacity knowledge to bring any thoughts, concerns, challenges to the table and propose appropriate recommendations.
  • Review the Headcount classification under three categories viz. Billable, Budgeted and Invested (BBI) and share plan to optimize the Unplanned invested headcount by discussing with BFM (Finance) and recommending the possible options to include the HC in budget.
  • In the situation of lock reduction which leads to excess staffing projections for future, in such cases share workforce analysis and release plan to Optimize the Back office HC.
  • Share Revenue leakages with Operations giving visibility on the non-realized headcount cost in both the situation for over/ under staffing.
  • Periodically review the employee Cross skilling status and recommend Cross skilling wherever possible to better utilization.
  • Standardization of process and template's.

WFM Consultant

Etech Global Services LLC
05.2019 - 05.2020
  • Responsible for periodic operation reports.
  • Responsible to deliver productivity reports.
  • Managing weekly cadence for capacity planning.
  • Supporting and guiding a real-time management team.
  • Analyzing forecast against client campaign.

WFM Analyst- Cap Planning and Forecasting

Etech Global Services LLC
Gujarat
11.2017 - 05.2020
  • Responsible for developing long term, short term, and interval level forecasts as well as capacity plans for multiple contact types based on client input and historical data using spreadsheet templates, statistical modeling software, and other tools.
  • Responsible for managing workflow and analyzing workforce efficiency for approximately 600 employees.
  • Responsible for daily, weekly, and monthly reporting of work input and output volumes across individual staff members and work-groups as well as identifying areas for improvement.
  • Made improvements on daily and monthly reports so that they are produced efficiently.

WFM Analyst- Forecasting and Scheduling

CWT India PVT LTD
Gurgaon
07.2013 - 10.2016
  • Analyze forecasted volume and available staff to ensure that staffing is scheduled in the most efficient manner to properly utilize available resources and maintain acceptable service levels.
  • Responsible for developing long term, short term, and interval level forecasts along with capacity planning.
  • To work with operations to develop processes for vacation and other schedules exceptions that maintain the employee needs/Client requirements balance.
  • Explanation of crucial business matrices and their importance to the leaders like Non-Conformance, Schedule Adherence, etc.
  • Regular Health check of all the accounts and timely raising Gag to the concerned team.
  • Generating process performance report on a daily/weekly / monthly basis to display the performance charts to the internal (operations) and external clients.
  • Manage the PTO and overtime process.

Jr. WFM Analyst - Forecasting, scheduling and Reporting

CWT India PVT LTD
Gurgaon
11.2011 - 06.2013
  • Developing interval level forecasts for multiple lines of business organized across several sites.
  • Responsible for understanding/tracking historic contact volumes and influencing events.
  • Working closely with various departments to stay informed about pending or current activities that may change the volume trends, and re-develop workforce forecasts to reflect these changes.
  • Providing reports to management and communicates reasons for variances with recommendations to improve performance.
  • Maintaining historical growth forecasting monthly updates and adjustments.
  • Monitors adherence in real-time to ensure performance is within pre-set parameters works with supervisors to resolve schedule adherence issues, escalating to Operations Managers if necessary.
  • Generate weekly and monthly staffing rosters.
  • Creates weekly/monthly SLA dashboard.
  • Creates weekly/monthly agent performance dashboard.

Education

B.TECH - Information Technology

IIMT Engineering College
Meerut
06-2009

Skills

  • Workforce management
  • Capacity planning
  • Data analysis and reporting
  • Forecasting accuracy
  • Operational efficiency
  • Data analysis
  • Reporting tools
  • Process optimization
  • Stakeholder engagement
  • Team collaboration
  • Project management
  • Effective communication
  • Problem solving
  • Time management
  • Cross training

Timeline

Global WFM Capacity Planner

Uber India Research And Development Pvt Ltd.
07.2022 - Current

WFM Assistant Manager

Wipro Limited
03.2021 - 07.2022

WFM Consultant

Etech Global Services LLC
05.2019 - 05.2020

WFM Analyst- Cap Planning and Forecasting

Etech Global Services LLC
11.2017 - 05.2020

WFM Analyst- Forecasting and Scheduling

CWT India PVT LTD
07.2013 - 10.2016

Jr. WFM Analyst - Forecasting, scheduling and Reporting

CWT India PVT LTD
11.2011 - 06.2013

B.TECH - Information Technology

IIMT Engineering College

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