Love playing Cricket
S. Sukesh
RTA Manager
Hyderabad,TG
Summary
To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, I'm also organized and a dependable candidate who is successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
15
15
years of post-secondary education
4
4
Languages
Work History
WFM RTA Manager
Uber India Research and Development Pvt Ltd.
Hyderabad, Telangana
11.2019 - Current
- Got promoted to the role of a RTA manager, where I managed team of 17 employees, overseeing hiring, training, and professional growth of employees. I was given the responsibility to handle real time operations for two sites( Hyderabad and Vizag)
- Started off with a project called Workday vs Verint, where leave/absence compliance was not being met this meant that the employees were not accurately marking their leaves which lead to inflated hours of absences.
- We started this project at a compliance rate of 8% post two months of publishing reports on a consistent basis, the compliance rate went up to 98%. This led to 7887 leaves days being marked and 1216 loss of pay being recorded for employees with an annualized saving of $600k.
- Started off with Intraday Management of Service Levels for production teams at the site, an hourly report was published to LOB’s at the site highlighting the trending SLA
- I had collaborated with the HR and the legal teams of India to roll out Guidelines/policies related to Overtime, Night Shift Allowance and Working Guidelines for the site.
- Actively engaged in collating the Overtime and Night Shift Allowance for the entire site
- I used to ensure that they were weekly updates being shared with the region specific site leads of India and Manila where metrics and SLA related questions were discussed
- Developed team communications and information for meetings.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- With the pandemic and the lockdown coming in, I was able to plan out BCP for all line of businesses at Hyderabad and Vizag.
- Also with a gradual return to work being announced, I was also able to make a seating plan with 50% capacity with social distancing norms in place for both the sites.
- The organization offers an employee called the sabbatical leave, where an employee gets one month paid leave, since this is also includes the frontline support employees.
- I was able to create a sabbatical leave calendar for all the LOB's at the site and also a channel which recorded all the approvals and also recommendations to the LOB which were required for this leave to be processed
- Overall there has been a saving of $2.6 million dollars of saving by implementing cost-saving initiatives and additional automation projects that addressed long-standing problems.
Scheduling Analyst
Uber India Research and Development Pvt Ltd.
Hyderabad, Telangana
11.2018 - 10.2019
- Got promoted to the role of a Scheduling Analyst in November’18, where I was expected to staff the site as per trend forecasts
- Was given a team of Real time analysts where I was responsible for ramping them up and making them understand the process of WFM
- Part of my responsibility was to make schedules for LOB’s(Critical and Non-Critical Teams) at the site, keeping in mind the various complexities that the safety LOB's had.
- The site never had a DOW analysis to start off to identify peak and lean days, designed a template which helped LOB’s identify their peak days
- Had the opportunity to implement Performance Based Scheduling for the site, where the top 10% of performers in a Line of Business would be given the option to select a shift and week off of their choice and have guidelines rolled out which were signed off by the site leads and the HR teams.
Real Time Analyst
Uber India Research and Development Pvt Ltd.
Hyderabad, Telangana
12.2017 - 10.2018
- Joined the Workforce Management Team at the end of 2017 as a Real Time Analyst and the organization was introduced with a time tracking tool called Verint
- As part of my KPI, I was actively involved in managing Space/Seating for the site to ensure that the seat utilization stays at 2.0
- I was in collaboration with the management to introduce check-in based Overtime Payouts on Verint
- This resulted in savings of 5000 USD for the first three months for the organization
- The team at Uber did not have an active scheduler, I used to make schedules for LOB’s based on Intraday Patterns on the Workload methodology of scheduling and the Erlang model of scheduling which resulted in LOB’s safeguarding their
- As part of scheduling, they were instances where public and national holidays were planned well before a week so that OT procurements are done on a timely basis
- Introduced a system of Deficit hours for LOB’s at Uber, this was a result of late logins and early logouts done by agents which resulted in the loss of production hours and thus ensuring SLA’s being missed
- Post introduction of this report, this resulted in accurate check-in and check-out’s being done in a timely manner
- Took the ownership to send out a granular report called the EOD report which tracks the amount of time the agent spent on the ticket solving tool and to also check the efficiency metrics for the Team Lead and the Agent on an interval basis
- I also help the facilities team in ensuring there is no wastage of Food done on a public holiday by letting them know the accurate headcount that would turn up at office on that holiday
- Introduced a system to track workload for the WFM team, a ticketing system called JIRA where SLA for the team can be tracked and also to understand how much of work is being done by the team
- Part of my responsibility also lies in highlighting deviations done by LOB by sending out a 2 hourly report of adherence being maintained and the highlighting the agents who are causing the deviation
- This led to an increase in the site’s adherence rate to increase at 98% as opposed to the 82% that the site usually trended
Community Operations Specialist
Uber India Research and Development Pvt Ltd.
Hyderabad, TG
03.2016 - 12.2017
- As a Community Operations Specialist I was moved into the Incident Response Team at Uber, where calls were made to riders or driver-partners who were in a safety emergency situation
- Had the opportunity of handling business critical incidents in this team
- I had taken up projects which were related to quality, where a deep dive analysis was done on the contacts we handled and an RCA(Root Cause Analysis) was done for the same
- This project resulted in improving their CSAT and quality scores of individual COS’s to a green zone.
Customer Service Associate
Amazon India Development Center Private Limited
Hyderabad, Telangana
06.2013 - 12.2015
- For the UK phone team, wherein it involved solving queries or any problem a customer faces on the Amazon’s UK website
- Achieved my first promotion in the organization within the first 7 months in the organization, got moved to Amazon.in to a specialty team called Search and Rescue, Account Security
- This role required problem solving skills and a lot of research and brainstorming session to be done on a query before a resolution is given to the customer and was required to refer any suspect abuse & fraudulent customers to the TRMS(Transaction Risk Management Services) team
- Was also involved in on-floor training for the new hires in the company
- Had the opportunity of setting up Amazon’s process at third-party contact centers in
- Gurgaon(Concentrix), Chennai(Sutherland Global Services) and Jaipur(Teleperformance) respectively
- I am a part of a project in the organization where Ideas are taken from associates on a weekly basis and submitted to the project management team for implementation in the system.
Education
Bachelor of Science - Maths, Statistics And Computer Science
St.Marys College Yousufguda
Hyderabad 05.2010 - 03.2013
Board of Intermediate - Mathematics Physics And Chemistry
Narayana Junior College
Tarnaka 05.2007 - 07.2009
Secondary School Certificate -
St.Marys High School
Secunderabad 03.1996 - 03.2006
Skills
Planning and Forecasting
Real Time Management
Schedule optimization
Operations management
Project planning and development
Change Control Processes
Strategic planning
Improvement initiatives
Stakeholder management
Project Management
Coaching and mentoring
Interests
I play a lot of Console and Mobile games in my free time
Interests in automobiles
Timeline
WFM RTA Manager
Uber India Research and Development Pvt Ltd.
11.2019 - Current
Scheduling Analyst
Uber India Research and Development Pvt Ltd.
11.2018 - 10.2019
Real Time Analyst
Uber India Research and Development Pvt Ltd.
12.2017 - 10.2018
Community Operations Specialist
Uber India Research and Development Pvt Ltd.
03.2016 - 12.2017
Customer Service Associate
Amazon India Development Center Private Limited
06.2013 - 12.2015
Bachelor of Science - Maths, Statistics And Computer Science
St.Marys College Yousufguda
05.2010 - 03.2013
Board of Intermediate - Mathematics Physics And Chemistry
Narayana Junior College
05.2007 - 07.2009
Secondary School Certificate -
St.Marys High School
03.1996 - 03.2006