Santanu Das
Kolkata
Summary
Knowledgeable Workforce Analyst successful gathering, reviewing and modeling information to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities. Over 8+ years of experience in workforce assessment. Focused on maintaining optimal coverage and service levels. Effective at training new employees on regulations, monitoring patterns and handling schedule requests. Create Capacity Planners, Schedules, writes reports, updates spreadsheets and produces forecasts.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Associate Manager Workforce
Sutherland Global Services
02.2023 - Current
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- Handled multiple BFIMG Accounts. Coordinated with stakeholders and improved project deliveries.
- Remedied High Shrinkage with careful planning post analyzing and active listening the concerns of Service Delivery by 12%.
- Created individual Resource Planning files based on different requirements of the accounts.
- Assisted in planning for new business projects and establishing new businesses.
- Streamlined business processes to reduce waste and improved functionality.
Workforce Real Time Analyst
Coinbase India Services Limited
03.2022 - 01.2023
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Manage overtime, shift swaps, breaks and PTO requests, which resulted in increase in Productivity by 18% and Utilisation by 23%
- Produce and update documents, reports and tracking spreadsheets.
- Produce reports to support smooth operations and internal career progression.
Workforce Manager
Fusion BPO Services Pvt. Ltd.
02.2019 - 03.2022
- Fostered relationships with internal personnel to cultivate optimal service levels, attrition and quality.
- Worked closely on Capacity Planning to meet futuristic goals, set internal thresholds to meet SLA's and monitored Hiring and Trainings.
- Delivered pro-active business insights for business growth and revenue achievement.
- Devised hiring and recruitment policies for 2000-employee company.
- Fostered annual average operational growth of 11%, promoting over 100 employees to L2 and L3 level.
- Liaised between multiple business divisions to improve communications.
- Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for over 5000 new employees.
- Managed team, driving productivity and reducing process lags by training staff in best practices and procedures.
- Achieved R&R for consecutive 2 months and Employee of Q1 in 2021.
Workforce Analyst
Wipro India Limited
03.2014 - 09.2019
- Managed overtime, shift swaps and breaks.
- Worked various Forecasting Models to meet client requirements to determines future operational workforce.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Set and adjusted schedules to maintain optimal coverage and service levels, which increased Handling Capacity by 35%.
- Produced and updated documents, reports and tracking spreadsheets using MS-Excel and NICE IEX.
Senior Process Associate
Capgemini Technology Services India Limited
09.2018 - 02.2019
- Met month-end reporting objectives and deadlines.
- Identified and resolved process issues to drive optimal workflow and business growth.
- Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
- Maintained knowledge of industry techniques, methods and equipment to create competitive advantage leading to business growth.
Senior Process Associate
Tata Consultancy Services Pvt Ltd
06.2011 - 12.2013
- Met month-end objectives and deadlines..
- Resolved customer billing issues, account creation and providing on time resolution.
Education
Bachelor of Accountancy - Accounting And Business Management
Prafulla Chandra College
High School Diploma -
Tirthapati Institution
Skills
- Staffing requirements
- Managing schedules
- Forecasting expertise
- Resolving issues
- Team building
- Multitasking Abilities
- Interpersonal Communication
- Analytical and Critical Thinking
- Dependable and Responsible
- Decision Maker
- Flexible and Adaptable
Accomplishments
Participated in COPC Audit. Completed multiple LEAN Projects and was part of 2 Six Sigma projects.
Certification
Advance Training in Finance & Accounting System
Diploma in Finance & Accounting System
Languages
Bengali
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
Software
NICE IEX
MS-Excel
Tableau
Salesforce
Timeline
Associate Manager Workforce
Sutherland Global Services
02.2023 - Current
Workforce Real Time Analyst
Coinbase India Services Limited
03.2022 - 01.2023
Workforce Manager
Fusion BPO Services Pvt. Ltd.
02.2019 - 03.2022
Senior Process Associate
Capgemini Technology Services India Limited
09.2018 - 02.2019
Workforce Analyst
Wipro India Limited
03.2014 - 09.2019
Senior Process Associate
Tata Consultancy Services Pvt Ltd
06.2011 - 12.2013
Bachelor of Accountancy - Accounting And Business Management
Prafulla Chandra College
High School Diploma -
Tirthapati Institution
Advance Training in Finance & Accounting System
Diploma in Finance & Accounting System
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