Summary
Overview
Work History
Education
Skills
Awards Received
Timeline
Generic

Sajjan Mallikarjuna Nihal

Deputy Manager - Global WFM
Bengaluru

Summary

Dynamic and results-driven Workforce Management professional with over 10 years of overall experience, including 7+ years of specialized expertise in WFM operations. Proven track record in leading cross-functional teams, optimizing resource utilization, and driving service level excellence. Adept at leveraging WFM tools to deliver data-driven insights and strategic workforce plans. Skilled in stakeholder engagement, process improvement, and aligning workforce strategies with business objectives. Recognized for operational agility, leadership acumen, and the ability to translate complex data into actionable outcomes that enhance efficiency and customer experience.

Overview

10
10
years of professional experience

Work History

Deputy Manager - Global WFM

Sagility India Ltd
03.2024 - Current


  • Supervising and mentoring WFM analysts and schedulers, fostering a culture of continuous improvement and accountability.
  • Identified inefficiencies in WFM processes, and implemented automation to improve accuracy, and reduce manual effort.
  • Partnering with Operations and Training teams to align workforce strategies with business objectives.
  • Delivering actionable reports and insights to senior leadership, highlighting trends, risks, and opportunities.
  • Participating in the recruitment, onboarding, and training of WFM analysts and schedulers. Built a high-performing team aligned with business goals.
  • I was part of the team that was responsible for reporting automation and analytics that empower stakeholders with intelligent, on-demand insights, faster data access, and enabled data-backed decisions across the organization.

Team Leader - WFM

UnifyCX (Formerly GlowTouch)
09.2021 - 02.2024
  • Responsible for overseeing, mentoring, and leading the workforce management teams (Workforce Planning, Scheduling, Real Time, and Reporting) supporting the clients operating in the Dominican Republic.
  • To assist in delivering the RFPs to the sales team for prospective clients.
  • Setting up reports and best practices for new clients that are on board.
  • Creating performance review decks to aid in monthly and quarterly business review meetings.
  • Stakeholder Management - Responsible for working with senior leadership, operations, and clients to offer insights on the performance, billing, capacity utilization, and long-term planning of the accounts.

WFM Analyst

Conduent Business Services India LLP, Bangalore
11.2019 - 09.2021
  • Built and maintained agent schedules to align with forecasted demand, service level goals, and business constraints.
  • Managed shift bids, rotations, and time-off requests, while ensuring coverage across all operational hours.
  • Executed schedule simulations aligned with forecasted volumes and contractual KPIs to determine optimal occupancy levels.

Lead, WFM Planning & Scheduling

Concentrix Services India Private Limited, Bangalore
02.2019 - 11.2019
  • Creating and maintaining agent schedules based on forecasted demand, business needs, and employee availability.
  • Using IEX to automate and optimize shift assignments.
  • Processing leave requests, ensuring adequate coverage, and maintaining compliance with labor laws and company policies.
  • Onboarding new hire agents in IEX: profile creation, creating training and nesting schedules, and skilling.
  • Schedule cross-training sessions as per the training calendar.
  • Optimizing the breaks and lunches to maximize schedule efficiency.
  • Generating reports on staffing efficiency, schedule adherence, shrinkage, and overtime.

Sr. Representative, WFM Real Time Monitoring

Concentrix Daksh Services India Private Limited, Bangalore
01.2018 - 02.2019
  • Monitoring call volumes, average handle times, queue lengths, and agent availability in real time.
  • Making sure teams are meeting the performance targets listed in the contract.
  • Relay critical updates to team leads and managers to ensure swift action.
  • To provide real-time recommendations to adapt to varying inbound volumes and absences (Extended Hours/VTO, schedule adjustments, skill modifications, etc.).
  • Publishing intraday reports (queue performance, absenteeism, schedule adherence, and hours compliance).

Practitioner, Operations

Concentrix Daksh Services India Private Limited, Bangalore
01.2017 - 01.2018
  • To manage the internal contract management tool for IBM assisting with the record workflows and its assignment to various stakeholders.
  • Maintain IBMs internal employee directory (BluePages).
  • Administering IBMs PGP (Pretty Good Privacy) application with password reset and encryption of Hard Drives.

Customer Service Representative, Operations

Concentrix Daksh Services India Private Limited, Bangalore
07.2015 - 12.2016
  • Responding to customer concerns via email and phone using professionalism, problem solving skills and exemplary customer service.
  • Additional duties as assigned by the Management.

Education

PUC - Science (PCMB)

Bellary Independent Pre-University College
Bellary, KA
03.2012

SSLC -

Kendriya Vidyalaya
Kudremukh, KA
03.2010

Skills

  • Leadership & Collaboration - Team Management, Cross-Functional Communication, & Stakeholder Engagement

  • Analytical & Strategic Skills - Forecasting & Capacity Planning, Data Interpretation, & Problem Solving

  • Soft Skills - Attention to Detail, Adaptability, Empathy & Coaching, & Time Management

  • Technical Proficiency - WFM Tools Expertise, & Excel

Awards Received

Ace Team Leader Award - Unify CX (Formerly GlowTouch)

Dhronacharya Award - Sagility

Timeline

Deputy Manager - Global WFM

Sagility India Ltd
03.2024 - Current

Team Leader - WFM

UnifyCX (Formerly GlowTouch)
09.2021 - 02.2024

WFM Analyst

Conduent Business Services India LLP, Bangalore
11.2019 - 09.2021

Lead, WFM Planning & Scheduling

Concentrix Services India Private Limited, Bangalore
02.2019 - 11.2019

Sr. Representative, WFM Real Time Monitoring

Concentrix Daksh Services India Private Limited, Bangalore
01.2018 - 02.2019

Practitioner, Operations

Concentrix Daksh Services India Private Limited, Bangalore
01.2017 - 01.2018

Customer Service Representative, Operations

Concentrix Daksh Services India Private Limited, Bangalore
07.2015 - 12.2016

PUC - Science (PCMB)

Bellary Independent Pre-University College

SSLC -

Kendriya Vidyalaya

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Sajjan Mallikarjuna Nihal Deputy Manager - Global WFM