SAURABH SHARMA

• Managing global WFM delivery for 13 countries and 30 locations with global workforce of 25000+ employees.
• Leveraged data and analytics to make informed decisions and drive business improvements.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Develops, supports, and drives strategic objectives of workforce management organization on behalf of multiple business units and in alignment with enterprise goals.
• Forms effective partnerships with various contact center operations, business unit leadership, and corporate support functions to understand and address organizational staffing requirements.
• Ensures development and execution of organizational and site level long term forecasts and workforce budgets.
• Identifies technology needs related to areas of responsibility; initiates and implements industry leading technology and process improvement projects.
• Give timely inputs to maximize revenue and optimize cost.
• Provide budgetary inputs to finance team
• Actively participate in annual & quarterly budgeting process.
• Engage with clients / internal customers for value add.
• Represent WFM during client visits and showcase WFM capability to clients as and when required.
• Provide geography specific inputs for new solution design.
• Ensure that all new projects GO-Green from WFM perspective in all geography.

• Workforce Management Manager - Responsible for delivery of WFM for multiple clients and locations (India, Dubai, China Romania, Indonesia and Malaysia).
• Worked with management to develop strategic and tactical plans to meet different requirements.
• Ensure that all new projects GO-Green from WFM perspective in the geography.
• Maximized performance by monitoring daily activities and mentoring team members.
• Controlled costs to keep business operating within budget and increase profits.
• Engage with clients / internal customers for value adds
• Act as consultant for the clients / internal customers
• Represent WFM during client visits
• Showcase WFM capability to clients as and when required.
• Provide geography specific inputs for new solution design.
• Maximized performance by monitoring daily activities and mentoring team members.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Managed senior-level personnel working in marketing and sales capacities.

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• Workforce Management Manager - Responsible for delivery of WFM for multiple clients and locations (India, Dubai, China Romania, and Malaysia).
• Set and adjusted to schedules to maintain optimal coverage and service levels.
• Worked with management to develop strategic and tactical plans to meet different requirements.
• Managed overtime, shift swaps, breaks and PTO requests.
• Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
• Generated and analyzed reports to monitor employee engagement and attrition trends.
• Conducted performance reviews and provided feedback to managers on employee performance.

Workforce Management Manager - Overseeing the delivery of WFM for multiple customers and locations (India, Dubai, China, and Malaysia).

• Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
• Implemented productivity benchmarks across all departments to maximize company revenue.
• Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
• Executed appropriate staffing and budgetary plans to align with business forecasts.
• Recommended and implemented successful strategies to maximize revenue.
• Identified cost improvement changes and cost savings plans to increase company savings.
• Brainstormed and developed sales strategies to achieve short and long term sales revenue objectives.

• Workforce Management Manager - Overseeing WFM delivery at multiple clients and locations (India, Dubai, and Sri Lanka)
• Maximized performance by monitoring daily activities and mentoring team members.
• Cross-trained existing employees to maximize team agility and performance.
• Planned and budgeted accurately to provide business with resources needed to operate smoothly.
• Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.

• Maximized performance by monitoring daily activities and mentoring team members.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Cross-trained existing employees to maximize team agility and performance.
• Accomplished multiple tasks within established timeframes.
• Developed and maintained relationships with customers and suppliers through account development.
• Maintained professional, organized, and safe environment for employees and patrons.
• Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
• Controlled costs to keep business operating within budget and increase profits.
• Planned and budgeted accurately to provide business with resources needed to operate smoothly.

• Operations (Telecom processes - AIRTEL