Sahil Khanna
Senior Manager - Workforce Management| Capacity Planning| Scheduling| RTM| Seat Management
New Delhi
Summary
With over 16 years of extensive experience, I possess a diverse and comprehensive skill set that encompasses Operations, People Management, Performance Management, Client Management, and Vendor Management. I am well-versed in various areas, including RTM, Scheduling, Capacity Planning, Analytical Work, Project Management, Medical Coding, Service Delivery, and Business Development. Furthermore, I have instrumental expertise in handling tools, such as Avaya, CC Pulse, Genesys, IEX, wfmnow, teleopti, CX One, Zendesk, Assembled, among others.
Overview
16
16
years of professional experience
Work History
Senior Manager - Workforce Management
Sutherland Global Solutions Pvt Ltd
Navi Mumbai
09.2023 - Current
- Scheduling, People Management and Project Management
- Job Responsibilities: Leading the team of capacity planners who manages capacity plans for multiple programs
- Analysis of call trending and performance enhancement around various key metrics of programs including shrinkage, AHT and key WFM metrics
- Building a hiring plan and coordinating with talent acquisition team and training team to fulfill the demand for FTE requirement based on the forecast received from the client
- Managing and leading weekly Capacity plan discussion calls to manage the headcount reconciliation and setting up target assumptions for shrinkage (planned and unplanned) and attrition etc
- Keeping the client updated of our current and future staffing projections and ensuring to meet our commitments as per contract
- Leading the team of schedulers who generates and evaluate staffing schedules and ensure data updates in scheduling system
- Leading team of FTE’s who generates short- and long-term staffing models and provide recommendation basis on analysis
- Comparing results to forecast and identify opportunities for improvement
- Manage and lead the weekly scheduling performance review and provide recommendations
- Exposure to TOG management, optimization and simulation processes, Schedule efficiency and workload calculations
- Independently manage & lead projects by working with all the stakeholders
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Provided strong leadership to enhance team productivity and morale.
- Developed proposals and presentations for internal and external audiences.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
Sr. Business Analyst Lead/Service Delivery Manager
Optum Global Solutions
Gurgaon
06.2022 - 08.2023
- People Management, Project Management, Vendor and Seat Management
- Job Responsibilities: Lead negotiations seeking assistance for volume diversion to avoid client dissatisfaction in case of performance jeopardy due to performance affecting factors (Shrinkage / Handle Time / Natural Calamities - higher than planned etc.)
- Ensure all-important information is communicated from client to different level of executive leadership at Optum Corp & vice-versa
- Be part of performance review with client for operations KPI & provide inputs from
- WFM standpoint, also lead performance reviews involving client/Optum stakeholders for WFM Tier1 metric (Handle time/grade of service/ etc.)
- Leading the seat planning and management team for all functions and businesses across all OGA locations
- Work with respective site leads and real estate team to create seating capacity models based on FTE forecast shared by different businesses to propose additional capacity creation
- Ensure reports & seating dashboards are shared in a timely manner
- Work with vendor to enhance the OGA seating tool & deploy the same in new sites Independently manage & lead projects by working with all the stakeholders
Manager - Workforce Management
TaskUs
Gurgaon
09.2021 - 05.2022
- People and Project Management (WFM), Handled a Span of 60 people designated as Real Time, and Deputy Managers
- Responsible for identifying knowledge gaps and share feedbacks for team/individual growth
- Work as SPOC for all team members while dealing with both professional as well as personal challenges
- Act as an authoritative leader mobilizing the team towards a common vision and focuses on end goals as well as act as a democratic leader while dealing with a conflict within team or within a set of individuals
- Prepare and apply a set of procedures depending on program/project’s need of the hour to achieve a SET GOAL
- Pro-actively identify areas of opportunity in financial KPI’s and work with leadership for better
- Billing Yield percentile of assigned programs Provide weekly staffing view to internal clients and suggest Overtime requirements/Offline guidance on interval level
- Coordinating with operations on the changes and updates required for capacity planning and forecasting.
Assistant Manager
Convergys India Services
Gurgaon
01.2015 - 09.2021
- People and Project Management (WFM)
- Job Responsibilities: Responsible for supporting the day to day and strategic client relationships
- Serve as point of contact between client & Convergys corps’ Sr Business management group, this includes constant interaction with client for present performance & business management strategy discussion as well as near future planning
- Monitor schedule adherence, ensure that offline activities/ absenteeism is within shrinkage thresholds Identifying revenue enhancement opportunities & negotiating for extra volume if available at enterprise level
- Lead negotiations seeking assistance for volume diversion to avoid client dissatisfaction in case of performance jeopardy due to performance affecting factors (Shrinkage / Handle Time / Natural Calamities - higher than planned etc.)
- Ensure all-important information is communicated from client to different level of executive leadership at Convergys Corp & vice-versa
- Be part of performance review with client for operations KPI & provide inputs from
- WFM standpoint, also lead performance reviews involving client/Convergys stakeholders for WFM Tier1 metric (Handle time/grade of service/ etc.)
- Prepare forecasting models basis Client Locke & Actual trends Prepare seasonal ramps basis Actual Delivery Trends Planning on New hire classes for future months’ basis Client’s Long Term Forecast Release Schedules in IEX prepared basis Agent Availability & Schedule Bidding.
Senior Associate WFM
United Health Group
Gurgaon
07.2013 - 01.2015
- Responsible for managing end to end WFM (from scheduling till MIS) for customer management account
- Responsible to manage the team of 12 for the same including RTA’s, MIS and account managers
- Responsible to ensure timeliness delivery of all deliverables with respect to WFM Client handling, understanding and delivery of all client expectation
- Ensuring to meet all the SLA’s related to WFM Acting as a primary point of contact for client’s issues and resolutions
Senior Associate
AON Hewitt
Gurgaon
08.2011 - 05.2013
- Trained on two domains (Health & Welfare and Defined Contribution).
Senior Associate
Intelenet Global Services Ltd
Gurgaon
04.2010 - 04.2011
- Processing incomplete Medical equipment claims
- Checking with the physician directly regarding the Patient Disease and checking all the prescription from the physician.
Senior Associate
Wipro BPO Pvt. Ltd
03.2008 - 04.2010
- Calls Inflow Real Time Monitoring)
- Explaining bills to the Customers about Internet Up-grading & Downgrading their DSL packages Real Time Adherence(RTM)
- Spoke to customers in native language to increase loyalty and establish relationships.
- Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
Education
Graduate - Humanities
Delhi University
Skills
Project Management
Additional Information
- Nationality: Indian
Timeline
Senior Manager - Workforce Management
Sutherland Global Solutions Pvt Ltd
09.2023 - Current
Sr. Business Analyst Lead/Service Delivery Manager
Optum Global Solutions
06.2022 - 08.2023
Manager - Workforce Management
TaskUs
09.2021 - 05.2022
Assistant Manager
Convergys India Services
01.2015 - 09.2021
Senior Associate WFM
United Health Group
07.2013 - 01.2015
Senior Associate
AON Hewitt
08.2011 - 05.2013
Senior Associate
Intelenet Global Services Ltd
04.2010 - 04.2011
Senior Associate
Wipro BPO Pvt. Ltd
03.2008 - 04.2010
Graduate - Humanities
Delhi University
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