Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

Santosh Rudrappa

Bengaluru

Overview

17
17
years of professional experience
1
1
Certification

Work History

WFM Manager

Sagility
Bangalore
04.2024 - Current
  • Delivered $1.2 million in cost savings for FY24 by optimizing headcount strategy
  • Achieved 104%+ of monthly revenue targets through accurate demand forecasting and strategic pricing strategies
  • Implemented process enhancements that saved $500K in Q3 & Q4'24
  • Managed a team of 2000+ staff while ensuring operational excellence
  • Analyzed historical data and market trends to forecast peak demand and adjust strategies accordingly
  • Collaborated with cross-functional teams to address operational challenges and enhance workflow efficiency
  • Provided expertise in demand strategies for revenue management projects, ensuring data-driven decision-making and optimal resource allocation
  • Collaborated with stakeholders to develop and implement strategies that improved overall team performance and operational effectiveness
  • Developed detailed resource models to illustrate headcount utilization and forecast staffing needs for major CO delivery team functions
  • Collaborated with Finance to align resource planning with budget implications, partnered with HR to identify hiring needs and timelines, and coordinated with L&D to facilitate effective training programs

WFM Assistant Manager

Exela Technology
Chennai
10.2021 - 04.2024
  • Managed over 4500 headcounts in US Healthcare domain (Back-office/Chat/Voice Process)
  • Collaborated with Hiring, Training, Operations, and Finance teams to execute effective workforce strategies
  • Enhanced staff productivity through performance governance and improved forecasting
  • Ensured accurate reporting and optimized workforce management systems

WFM Deputy Manager

Teleperformance
Bangalore
02.2020 - 10.2021
  • Managed inbound process planning for 2500+ FTEs while driving complex resource scheduling projects
  • Led annual budgeting and capacity planning initiatives, ensuring alignment with organizational goals
  • Developed strong business continuity frameworks to mitigate operational risks
  • Monitored key metrics, tracked trends, and delivered actionable insights to enhance performance
  • Internal and External client interaction on weekly/monthly basis to provide a update and discuss the upcoming plan to meet the SL
  • Handled Escalation from client and provided the mitigation plan
  • Worked on IEX and genesys cloud application to monitor and assign the advocates to respective Queue

WFM Assistant Manager

Sutherland
Bangalore
01.2015 - 02.2020
  • Managed recruitment tracking, business case headcount reporting, and efficiency outcomes
  • Collaborated with Customer Operations, HR, and Finance teams to align workforce planning
  • Produced detailed performance reports to influence senior management decisions
  • Provide plan to clear the backlogs and also ensured monitoring the same daily

WFM Assistant Manager

Concentrix
Visakhapatnam
10.2008 - 09.2014
  • Managed dialer campaigns, reported on revenue tracking, and implemented staffing solutions to meet SLA targets
  • Enhanced performance reporting and troubleshooting processes to ensure seamless operations
  • Worked on Aspect Dialer for Banking collection & Tele sales process
  • Make real time strategy to meet the Goal
  • Provide 1st level solution if any issue with dialer

Education

Bachelor of Arts - Economics

SJVP COLLEGE
HARIHAR
06-2008

Skills

  • Demand forecasting
  • Resource planning
  • Workforce optimization
  • Data analysis
  • Performance reporting
  • Cross-functional collaboration
  • Budgeting and forecast
  • Process improvement
  • Client relationship management
  • Strategic thinking
  • Effective communication
  • Problem solving
  • Tools: IEX, Aspect outbound dialer, Genesys, could, and Workday Advanced excel

Accomplishments

  • Best Newcomer Award in Saglity

Certification

  • Yellow belt in Six Sigma
  • PMP

Languages

KANNADA
First Language
English
Advanced (C1)
C1
Hindi
Upper Intermediate (B2)
B2

Timeline

WFM Manager

Sagility
04.2024 - Current

WFM Assistant Manager

Exela Technology
10.2021 - 04.2024

WFM Deputy Manager

Teleperformance
02.2020 - 10.2021

WFM Assistant Manager

Sutherland
01.2015 - 02.2020

WFM Assistant Manager

Concentrix
10.2008 - 09.2014

Bachelor of Arts - Economics

SJVP COLLEGE

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Santosh Rudrappa