Animal Welfare Activity
Rounak Ghosh
Workforce And Capacity Planning Professional || Operational Excellence
Kolkata
Work Preference
Summary
Results-driven Workforce Management and Operational Excellence leader with 15+ years of experience specializing in capacity planning, forecasting, and business optimization. Proven track record of delivering multimillion-dollar cost savings through strategic workforce optimization, achieving up to 82% network occupancy, and improving forecast accuracy by 4%. Expert in WFM tools including Aspect, NICE IEX, and Verint, with ITIL, Prince2, and Six Sigma certifications. Demonstrated success in managing global teams of 1,500+ agents across multiple sites, driving operational efficiencies, and implementing data-driven solutions for enhanced customer experience and business performance.
Overview
16
16
years of professional experience
6
6
Certificates
3
3
Languages
13
13
Years of domain expertise
Work History
Manager II, PLN/Development Manager
Amazon Development Center India Private Ltd
Remote
11.2021 - Current
- Created optimized headcount and hiring plans for Amazon Devices by managing trade-offs between customer experience, employee experience, and cost-effectiveness for 1,500+ front-line agents across in-house and vendors.
- Estimated cost savings of $4.8 million (5.12% FTE reduction) with productivity goal calibration.
- Mitigated capacity risks by 12% by managing dependencies across multiple operating units and sites, and developing a fully functional business continuity plan.
- Reduced average queue time by 19% via new customer service projects and initiatives, such as new business, skill, and contact channel rollouts on a global basis.
- Managed the analysis of daily, weekly, and monthly reporting of contact center performance via Key Performance Indicators.
- Increased employee NPS by 6% through the implementation of effective capacity planning strategies and risk mitigation initiatives.
- Increased forecast accuracy by 3% through cross-functional collaboration and continuous improvement of capacity planning methodologies.
- Effective vendor productivity and utilization management, leading to a 3.7% increase in efficiency.
- Increased network occupancy from 67% to 82%.
- Supported the launch of three India sites as part of a long-term strategy.
- Effective vendor and operation schedule and efficiency management resulting in a 30% improvement in schedule adherence, and a 27% improvement in schedule conformance.
- Cost savings of $200K per month for Q4 FY2025 from effective long-term capacity planning.
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
- Managed scheduling and capacity planning for 700+ frontline employees, achieving 90% forecast accuracy and 90% schedule efficiency
- Drove 70% growth in WFM tool adoption while maintaining 80% SLA adherence through effective performance management and risk analysis
- Demonstrated 100% proficiency in WFM and ACD tools (Aspect and Avaya CMS) for comprehensive workforce optimization
- Developed and implemented performance improvement strategies resulting in measurable productivity gains across operations
- Led vendor partner management, establishing effective tracking mechanisms for productivity and utilization metrics
- Facilitated cross-functional collaboration between captive sites and vendors, ensuring aligned capacity planning and performance goals
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
University of Calcutta
Kolkata07.2007
Skills
Data-driven business insights
Accomplishments
- 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
- ITIL® 4 Foundation
02-2022
- Prince2 ® Agile Practitioner
02-2022
Manager II, PLN/Development Manager
Amazon Development Center India Private Ltd
11.2021 - Current
- 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
University of Calcutta
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Bengali
Bilingual or Proficient (C2)