SANJEEV KUMAR
Gurugram
Summary
Workforce management with 10 years experience in RTM, forecasting, planning, scheduling, reporting, RCA, overall 14 years of experience. Knowledge of complete workforce management methodologies and vendor management.
Results-drive Assistant Manager WFM with a proven track record of enhancing productivity and efficiency task completion. process specialized skills in workforce management, scheduling optimization, performance analysis, Excel in communication, teamwork, and problem solving to achieve organizational goals.
Pan-India monitoring from Command center Located in Gurgaon (7 differently located in-house and outsource center with the headcount of 1500+ of users)
Overview
15
15
years of professional experience
1
1
Certification
Work History
Assistant Manager
SBI Card
11.2012 - Current
- Forecasting, Planning and Scheduling
- Collaborated with senior management in strategic planning sessions, contributing valuable insights for driving business growth.
- Helping meet changes in demands - connect with the marketing and strategy team on a regular basis to understand the future planning and do the changes accordingly (Forecasting).
- Weekly connect with the outsource center on reviewing the capacity file to track the approved HC on the centers.
- Vender management
- Daily Performance (business KPI's) and Day and interval wise forecasting accuracy review with leadership
- Aspect WFM Tool management (Admin level )
- maintain command dashboards which give real time inside the all business KPI ( Service level, AHT, Occupancy, shrinkage, current call on IVR and current call in queue and many more)
- maintain midterm planner for next six months based on historical trend and forecasted volume
- maintain ASBR ( Advance skill based routing) for 9 different services and languages
- Team management
- Real time monitoring
Assistant Manager
OMNIGLOBE INERNATION BPO
07.2010 - 05.2011
- Data processing (Beck end )
Education
GRADUATE - COMMERS
Mahatma Jyotiba Phule Rohilkhand University
01.2008
B.Com - Commerce
Mahatma Jyotiba Phule Rohilkhand University
01.2008
Skills
- Forecasting
- Scheduling
- Capacity Planning
- Aspect WFM Tool
- All Aspect Product
- Real time aspect dashboards
- Problem solving skills
- Teamworks and collaboration
- ASBR
Certification
Copc Certified SBI Card WFM 08/2024
Languages
Hindi
English
Timeline
Assistant Manager
SBI Card
11.2012 - Current
Assistant Manager
OMNIGLOBE INERNATION BPO
07.2010 - 05.2011
B.Com - Commerce
Mahatma Jyotiba Phule Rohilkhand University
Copc Certified SBI Card WFM 08/2024
GRADUATE - COMMERS
Mahatma Jyotiba Phule Rohilkhand University
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