Roma ..
Hyderabad
Summary
Workforce Management professional with over 12 years of experience in capacity planning, forecasting, and operational optimization across APAC, the USA, Canada, and EMEA. Proven track record in developing accurate scheduling plans to optimize workforce and resource allocation. Currently leading strategic initiatives at Uber, driving 20–30% headcount savings through automation and process improvements. Expert in aligning workforce strategies with business objectives, resolving SLA challenges, and translating complex data into actionable insights to enhance decision-making and service delivery
Overview
14
14
years of professional experience
Work History
Global WFM Capacity Planner
Uber India Research And Development Pvt Ltd.
Hyderabad
07.2022 - Current
- Automated and standardized workflows across APAC COE sites, eliminating inefficiencies, and improving process consistency.
- Skilled in developing accurate scheduling plans to optimize workforce and resource allocation.
- Proficient in forecasting demand using data analysis to drive informed business decisions.
- Experienced in capacity planning to ensure operational efficiency and meet production goals.
- Adept at balancing workload and resources to improve productivity and reduce bottlenecks
- Consolidated 6 LOBs, resulting in a 30-HC savings through streamlined operations.
- Implemented EOD reporting for P0 queues, significantly enhancing responsiveness and operational visibility.
- Resolved SLA breaches in critical LOBs, ensuring reliable and consistent service delivery.
- Executed TPH (Ticket Per Hour) resets across APAC and US&C regions, improving efficiency, and earning stakeholder recognition.
- Developed and led comprehensive WFM Monthly Business Reviews (MBRs) and global portfolio calls to increase leadership visibility.
- Directed capacity planning efforts across APAC, EMEA, and the US&C, ensuring accurate headcount allocation and performance tracking.
- Partnered with PMs and CX leaders to align capacity strategies with business objectives, and drive measurable improvements.
- Prepared and validated critical data sets, including forecasts, inflow trends, and capacity metrics, to support strategic planning decisions.
- Managed executive reports, presentations, and documentation for leadership and governance forums.
- Maintained and optimized the CapAbility tool, ensuring real-time access to accurate capacity data for effective workforce management.
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, revisit the monthly forecast, and recommend the required changes to the projections.
- Communicate the impact of the forecasting and improvements on key parameters for the previous month.
- Review current staffing and recommend the best options to utilize the available HC.
- Lead bi-weekly capacity plan review with operations. Discuss the hiring plans and raise the 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 the budget.
- In the situation of lock reduction, which leads to excess staffing projections for the future, in such cases, share workforce analysis and a release plan to optimize the back-office HC.
- Share revenue leakages with operations, giving visibility on the non-realized headcount cost in both situations of over/under staffing.
- Periodically review the employee cross-skilling status and recommend cross-skilling wherever possible for better utilization.
- Standardization of processes and templates.
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
- Created interval-level forecasts for various business lines across multi-site operations to align resources.
- Refined forecasting accuracy by tracking historical contact volumes and significant business events.
- Collaborated with cross-functional teams to modify forecasts based on upcoming initiatives and volume trends.
- Delivered detailed variance reports containing actionable insights to enhance workforce performance.
- Maintained and updated historical growth models, facilitating ongoing optimization of forecasts.
- Monitored real-time adherence while managing staffing rosters and producing SLA performance dashboards for accountability.
Education
B.TECH - Information Technology
Uttar Pradesh Technical University, Lucknow
06-2009
Skills
- Workforce management
- Capacity planning
- Data analysis and reporting
- Forecasting accuracy
- Trend analysis
- Attention to detail
- Excellent communication
- Critical thinking
- Adaptability and flexibility
- Budget oversight
- Requirements gathering
- Teamwork and collaboration
- Continuous improvement
- Presentation skills
- Operational efficiency
- Data analysis
- Reporting tools
- Process optimization
- Stakeholder engagement
- Team collaboration
- Project management
- Effective communication
- Problem solving
- Time management
- Cross training
- Forecasting techniques
Accomplishments
- CST Xtra Award
Hobbies
- Traveling, painting, cooking, and love to talk to people
Education
other
Personal Details
- Father's name: Mr. Sat Singh
- DOB: 12/29/1986
- Permanent address: Sangam Vihar, Khadouli Rohta Rd, Meerut, UP 250002
- Current address: Hyderabad
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
Uttar Pradesh Technical University, Lucknow
Similar Profiles
Asifa Sulthana ShaikAsifa Sulthana Shaik
Associate Program Manager at Uber India Research and Development Pvt LtdAssociate Program Manager at Uber India Research and Development Pvt Ltd
Roma ..Roma ..
Global WFM Capacity Planner at Uber India Research And Development Pvt Ltd.Global WFM Capacity Planner at Uber India Research And Development Pvt Ltd.
Anmol KhandelwalAnmol Khandelwal
Program Specialist 3 & 4 at Uber India Research and Development Pvt LtdProgram Specialist 3 & 4 at Uber India Research and Development Pvt Ltd
SURYAPRAKASA ADIGARLASURYAPRAKASA ADIGARLA
Sr.QA Analyst at Arrise Pragmatic Play India Pvt LtdSr.QA Analyst at Arrise Pragmatic Play India Pvt Ltd
Rupesh GopisettyRupesh Gopisetty
Market Research Executive at Taxilla IT Solutions Private LimitedMarket Research Executive at Taxilla IT Solutions Private Limited