Sahil Mahajan

Work History

Lead Manager WFM

Tech Mahindra

07.2025 - Current

Lead end-to-end Workforce Management functions including forecasting, capacity planning, scheduling, and real-time management.
Manage and mentor a team of WFM analysts to ensure optimal staffing and service level achievement.
Drive forecast accuracy using historical data, trends, and business insights to support operational efficiency.
Oversee capacity planning and align workforce supply with business demand across multiple channels.
Ensure adherence to SLAs, KPIs, and service level targets through effective intraday management.
Collaborate with operations, HR, and senior leadership for strategic workforce planning.
Analyze performance metrics and provide data-driven recommendations to improve productivity and reduce costs.
Handle shrinkage management, roster optimization, and leave planning to maximize resource utilization.
Drive continuous improvement initiatives and automation in WFM processes.
Prepare and present MIS reports, dashboards, and executive summaries for stakeholders.
Manage real-time queue monitoring and ensure quick decision-making to handle fluctuations.
Support budgeting and financial planning related to workforce costs.

Manager (MIS/WFM) Work Force Management

Tech Mahindra

04.2018 - 07.2025

Managing WFM/MIS teams for international accounts at TechM Chandigarh Location.
Providing guidance to the MIS team for achieving their objectives and KRA.
Managing invoices of the process and responsible for EBITA improvement.
Streamline the invoices process which result in reduction of DSO days.
Develop the team by recommending/approving appropriate training's and sessions.
Handling escalations and taking critical business decisions as & when required.
WFM coverage is also one of the major KRA and now we are doing scheduling and cap planning of 100% sub LOB of a process.
Head, coach and mentor the WFM teams.
Managing a team of AM’s, TL’s, SR. Executives to achieve a common goal.
Following instructions and client requirements within TAT and with accuracy.
Strategically managing WFM process and work in terms of business opportunity and growth.
Identify and bridge the gaps through constructive feedback.
Motivating and grooming team to next level.
Developing and driving a learning & development culture across the team for continuously improving the capability & competency of the staff.
Continuously exploring opportunities for improving, streamlining & evolving the process.

Associate Manager (MIS) Work Force Management

Tech Mahindra

08.2016 - 04.2018

Managing capacity planning, scheduling, and reporting efficiently for 3 accounts having multiple LOB’s.
Adopt best practices to manage client expectations
Develop and implement MIS policies to ensure data accuracy and security monitor and analyze the actual performance data and ensure KRA’s are met.
Team huddles, training & mentoring the team members
To motivate, develop and mentor team members in a dynamically changing environment
Manage expectations of team members and proactively sense their needs.
To be a part of the client calibration call to have better understanding of the process and for continuous improvement
Motivating and grooming team to next level

Officer in Work Force Management COE

Barclays shared services

01.2014 - 07.2016

Introduce Ops plan in collections for 4 weeks in order to provide staffing and overall view of process.
Responsible for generating schedules and creating Ops plan weekly.
Skill based scheduling using tour group and templates.
Defining staffing work rules and rotational plans for the process.
Responsible to answer mails within timelines.
Handling vocational planners and resolving all related queries of advisors.
Creating and updating tour groups for new and old advisors.
Creating rotation plans
Proving customized view for staffing so that operations we can take proactive decisions.
Answering all queries related to staffing, process improvement etc for instance Shift reviews.
Playing a key role in establishment of WFM COE.

Subject Matter Expert in Work force management

John Keells BPO

10.2013 - 01.2014

Provide training for scheduling and forecasting activities in IEX.
Playing a key role in establishment of WFM.
Demonstrating abilities in forecasting the call volumes for every quarter i.e. long term or short term forecasting.
Scheduling activities for the different processes.
Forecasting Call Volumes and generate schedules on IEX application.
Accountable for giving hiring numbers to the HR and forecasting the manpower / FTE.

Sr. Executive

Wipro BPO

06.2011 - 09.2013

Demonstrating abilities in forecasting the call volumes for every quarter i.e. long term or short term forecasting.
Scheduling activities for the different processes.
Forecasting Call Volumes and generate schedules on IEX application.
Playing a key role in maintaining service levels for all the dept and giving continuous feedback to the Operational Managers to improve on productivity and revenue.
Accountable for giving hiring numbers to the HR for every quarter and forecasting the manpower or full time employees.
Analyzing data, making instant changes and improving the process.
Working on cost cutting and cost efficiency.

Delivery assurance executive

IBM Process Services

09.2010 - 05.2011

This is a workforce management position responsible for monitoring intra-day work volume, real-time staffing, AHT, agent adherence, exceptions, technology functionality and client communications in a contact center.
Adherence, exceptions, technology functionality and client communications in a contact center.
We ensure the accuracy and timeliness of all the internal & external reports, along with creation of new ones.
Identifying improvement opportunities, developing and driving appropriate actions plans
Streamlining WFM activities with an overall SLA enhancement perspective.
Monitors and reviews service level reports to scan for issues and anomalies, and reports perceived concerns to the right stack holders and / or to client (According to established escalation process)
We perform BCP for a multi-location business by making appropriate recommendations and adjustments to leverage, skill changes, post OT, or escalate as required.

Sr. Executive (Tech – operations)

IBM Daksh

07.2009 - 08.2010

This is a Sr. executive position responsible for taking escalations, giving feedback to agents, team performance, attendance, client communications and preparing rosters in a contact center.
Assisting manager for team performance and reporting.
We coach agents how to take calls and escalate as required.
We Take calls if there is a process requirement.

Executive (Tech – operations)

IBM Daksh

07.2007 - 07.2009

This is a executive position responsible for taking calls.
Providing Trouble shooting steps to customers with good communication skills.
Up selling different products while resolving customer's problems.
It is a technical department of Bell Canada which is an ISP so we should process good technical knowledge about computers.

Technical Support Executive

AIRTEL GPRS helpline at KOCHAR’S InfoTech

12.2005 - 02.2007

This is a position responsible for taking calls.
Providing Trouble shooting steps to customers with good communication skills.
It is a technical department of Airtel where we have to deal with its GPRS customers.
Providing settings for different handsets and assistance while customer connects his handset with computer.

Summary

Overview

Work History

Lead Manager WFM

Manager (MIS/WFM) Work Force Management

Associate Manager (MIS) Work Force Management

Officer in Work Force Management COE

Subject Matter Expert in Work force management

Sr. Executive

Delivery assurance executive

Sr. Executive (Tech – operations)

Executive (Tech – operations)

Technical Support Executive

Education

BCA (Bachelor of computer application) -

12th Punjab School Education Board -

10th CBSE Board -

CPGDBA (Cooperate Post Graduate Diploma in Business Administration) -

Skills

Accomplishments

Projects Completed

Interests

Timeline

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