Animal Welfare Activity
Rounak Ghosh
Workforce And Capacity Planning Professional || Operational Excellence
Kolkata
Summary
Workforce Management and Operational Excellence professional with twelve years of diversified experience in forecasting, capacity planning , scheduling and real time governance, vendor management and project management.
Proficiency in WFM tools like Aspect, NICE IEX, Verint.
ITIL and Prince 2 certified along with knowledge of Six Sigma Methodology.
Overview
14
14
years of professional experience
6
6
Certificates
3
3
Languages
12
12
Years of domain expertise
Work History
Headcount Planner
Amazon Development Center India Private Ltd
India
08.2022 - Current
- Created optimized headcount and hiring plans Amazon Devices by managing trade-offs between customer experience, employee experience, and cost effectiveness for 2500+ front line agents across in house and vendors.
- Estimated cost savings of $ 4.8 M (5.12% FTE reduction) with productivity goal calibration
- Mitigated capacity risks by managing dependencies across multiple operating units and sites and developed fully functional business continuity plan
- Participate in new customer service projects and initiatives such as new business, skill, and contact channel roll-outs on global basis.
- Design optimal CS capacity solutions
- Coordinate with Operations, HR/Recruiting and Finance teams for optimal resource planning
- Manage analysis of daily, weekly, and monthly reporting of contact center performance via Key Performance Indicators
- Developed and shared end to end capacity plan, and providing timely forecast analysis necessary for appropriate decision making
- Identified capacity forecast risks and develop effective, flexible, and durable mitigation strategies
- Worked cross-functionally to accurately reflect recent trends and achieve continuous improvement in capacity forecast accuracy, and other planning measures
- Managed and executed various ad-hoc project requests
- Vendor productivity and utilization management
- Ensure headcount occupancy/utilization is measured and delivered at goal
- Responsible for planning and executing ramp up and ramp down of sites (captive and vendor) head count
- Coordinate with Global Delivery Lead to create aggressive but realistic hiring plans and determine optimal employee mix (Captive vs vendor / FTE vs FTC) and contract durations
- Develop site capacity review mechanisms to highlight roadblocks/changes in plan along with impact on operations/finance
- Spearheaded change management initiatives, fostering culture of continuous improvement throughout organization
- Developed strong relationships with stakeholders, ensuring clear communication and timely resolution of issues
Workforce Manager
Amazon Development Center India Pvt Ltd
Hyderabad
11.2021 - 07.2022
- Supported site/s operation management team
- Queue and routing, skill management and Real Time Governance
- Effective Capacity Planning for first and third party sites
- Coordinated with local site operations and global capacity planning team to analyze historical data and forecast demand for that site
- Executed quarterly business reviews
- Built strong relationship with site operations team to ensure proper execution of capacity plan as well as provides general education regarding best workflow management practices
- Provided optimal workflow and capacity planning solutions for upcoming initiatives and new service launches at site
- Managed career growth and development of Workflow Analysts by driving focus on Amazon's Core Values
- Developed and implemented performance improvement strategies and plans to promote continuous improvement
- Vendor productivity and utilization management
- Vendor onboarding support
- Ensure headcount occupancy/utilization is measured and delivered at goal
- Responsible for planning and executing ramp up and ramp down of sites (captive and vendor) head count
- Coordinate with Global Delivery Lead to create aggressive but realistic hiring plans and determine optimal employee mix (Captive vs vendor / FTE vs FTC) and contract durations
- Develop site capacity review mechanisms to highlight roadblocks/changes in plan along with impact on operations/finance
- Create, maintain and disseminate project information to stakeholders and senior management
- Forecast contacts and plan capacity for team
- Manage long-term and short-term staffing and scheduling
- Build short/long term operational plans
- Plan and manage multiple parallel data analysis
Team Lead: Resource Allocation
British Telecommunication E Serve Pvt Ltd
Kolkata
04.2020 - 11.2021
- 30% WFM support scope expansion
- 100% WFM (NICE IEX) tool implementation, configuration and administration
- Resource and capacity planning for client support and vendor
- Vendor productivity and efficiency management
- SLA management
- Effective schedule efficiency
- Reporting consultant to BI team
- Shrinkage Planning and management
- Effective Business reviews , risk analysis and mitigations
- Multi site team and conflict management (9 DR)
- Team administration
- Team performance management and reviews
- Led projects and analyzed data to identify opportunities for improvement
Sr. Analyst Resource Management
Dell International Services Pvt Ltd
Hyderabad
06.2011 - 04.2020
- 700+ frontline employee scheduling and capacity management
- 70% steady growth in WFM tool and process adoption
- 90% accuracy in forecasting and scheduling
- 90% schedule efficiency management
- 80% SLA Management
- Performance management via effective reviews and risk analysis
- 100% WFM and ACD tool management (Aspect and Avaya CMS)
- Developed and implemented performance improvement strategies and plans to promote continuous improvement
- Resolved conflicts and negotiated mutually beneficial agreements between parties
- Effective capacity planning between captive site and vendors
- Liaison with vendor partner for productivity and utilization tracking
- Vendor / Partner performance management and reviews
Performance Improvement Coach
Wipro BPS Limited
Kolkata
02.2010 - 06.2011
- Managing end clients and stakeholder
- Maintained 90% customer satisfaction score week on week through continuous coaching
- Performed 100% success rate in managing customer experience outlier teams
- Performed 100% productivity achievement quarter on quarter
- Performed 100% success rate against customer satisfactory outlier teams
- Mentored assistant coaches to develop their leadership skills and improve their understanding of coaching strategies
- Enhanced team performance by developing and implementing effective coaching strategies
- Monitored team's best practices to establish high level of performance
- Analyzed and evaluated team performance metrics to identify areas of improvement
Education
Bachelor of Science - Economics
Calcutta University
Kolkata 06.2004 - 2007.06
High School Diploma -
St. Xavier's Institution
Kolkata 04.2002 - 2004.03
Skills
Business data analysis
undefinedAccomplishments
- Project: Global Reporting Standardization (2016 to 2018)
- Project: WFM Process Standardization (2016 to 2019)
- Project: NICE IEX Implementation (2020-2021)
- Project: NICE IEX Implementation (2023-2024)
Certification
- PACE TA Program by QAI
Interests
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Headcount Planner
Amazon Development Center India Private Ltd
08.2022 - Current
- ITIL® 4 Foundation
02-2022
- Prince2 ® Agile Practitioner
02-2022
Workforce Manager
Amazon Development Center India Pvt Ltd
11.2021 - 07.2022
- Lean Six Sigma
08-2021
- Operational Excellence Foundations
06-2021
Team Lead: Resource Allocation
British Telecommunication E Serve Pvt Ltd
04.2020 - 11.2021
- Prince2 ® Foundation
12-2018
- PACE TA Program by QAI
08-2017
Sr. Analyst Resource Management
Dell International Services Pvt Ltd
06.2011 - 04.2020
Performance Improvement Coach
Wipro BPS Limited
02.2010 - 06.2011
Bachelor of Science - Economics
Calcutta University
06.2004 - 2007.06
High School Diploma -
St. Xavier's Institution
04.2002 - 2004.03
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