Animal Welfare Activity
Rounak Ghosh
Workforce And Capacity Planning Professional || Operational Excellence
Kolkata
Summary
Workforce Management and Operational Excellence professional with years of diversified experience in short term 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
2026
2026
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
8 2022 - 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.
Workforce Manager
Amazon Development Center India Pvt Ltd
Hyderabad
11.2021 - 07.2022
- Led end-to-end capacity planning for 3+ global sites, achieving 78% workforce optimization and 8% improvement in vendor productivity across first- and third-party locations.
- Developed and executed comprehensive site operations strategies, reducing queue time by 11% through optimized skill routing and real-time governance across 1500+ agents
- Orchestrated successful ramp-ups and ramp-downs of 2 new sites, delivering $1.2M in cost savings through strategic hiring plans and optimal employee mix (Captive vs. Vendor, FTE vs. FTC)
- Partnered with global capacity planning teams to analyze historical data and forecast demand, improving forecast accuracy by 4% and increasing network occupancy from 67% to 75%
- Led quarterly business reviews and new service launch initiatives, resulting in 15% improvement in schedule adherence and 12% enhancement in schedule conformance
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
Business data analysi
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
swipe to browse
Timeline
- 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
University of Calcutta
Manager II, PLN/Development Manager
Amazon Development Center India Private Ltd
8 2022 - Current
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Bengali
Bilingual or Proficient (C2)