Shashank Lohia
India
Summary
Results-driven Workforce Management leader with 15+ years of overall experience, including 12+ years in Workforce Management, specializing in omni-channel capacity planning & optimisation, workforce analytics, and multi-site global operations. Client Management, WFM solutions for RFPs, attrition planning, headcount & work ratio control, holiday & vacation planning, scheduling/RTA, reporting analysis, and budget estimating. Experienced in partnering with Operations, Finance, HR, Training, and Executive Leadership to deliver data-driven workforce strategies that optimise cost, service levels, and support operational performance.
Overview
1
1
Language
17
17
years of professional experience
Work History
Lead WFM
Coinbase
Hyderabad
05.2025 - 05.2026
- Led & Governed Capacity Planning, Scheduling & Real-Time activities.
- Prepared long-, Medium- & short-term capacity plans using data-driven models spread across multiple Geographies - NA, EMEA & APAC, improving scheduling efficiency by 10-20% where opportunities existed while maintaining SLA above 85%.
- Managed peak season planning and high-volume operational environments.
- Preparing and deploying Long / Short Term Seat Utilization planning.
- Improved seat utilization (improved from 1.1 to 1.5) by reducing scheduling gaps and cross-business utilization to allow space for expansion as per business strategy.
- Planning and coordinating resource allocation across sites based on skill expertise, business priorities, demand allocation, hiring capacity and seat capacity to avoid business risk in the long run.
- Prepared Long- & Short-term load balancing plans across sites and LOBs for efficient resource utilization and avoiding single point of failure.
- Collaborated cross-functionally with operations, procurement, training, and finance teams for efficient planning execution.
- Supported predictive workforce planning through trend analysis, business-driver, and scenario modelling.
- AI-assisted solution to support Operations performance analysis as well as meet business needs for better accuracy and efficiency on upcoming events and effective performance - Agents' shift model changes, reducing shift influx, etc.
- Provided strategic analysis and consulting to leaders based on data and trends.
- Recommended performance improvement solutions related to WFM & Operations.
- Worked with Operations to develop processes for holidays, vacations and other scheduling events that maintain balance between employee & business needs.
- Recurring workforce operating cadence through weekly reviews, staffing governance meetings, and executive planning forums.
- Provided vendor support from Workforce Management perspective.
- Provided mentorship, coaching, and training beyond the WFM team, supporting cross-functional stakeholders.
Head WFM
IGT Solutions Pvt. Ltd
Gurgaon
08.2024 - 05.2025
Senior Manager WFM
IGT Solutions Pvt. Ltd
Gurgaon
06.2022 - 08.2024
- Provided End to End WFM Solution for 2 OTA Clients (B2B & B2C):- Client management, Capacity Planning, Scheduling, Team handling, Real Time Management, Real-Time Reporting, Billing & Invoicing, Service Delivery and Performance Management support.
- Managed long-, medium- and short-term capacity planning forecast across 4 sites (Gurugram, Bangalore, Manila, and Dalian), improving Staffing Attainment and Interval Compliance KPIs to consistently meet client-defined targets.
- Led a team of 40+ Workforce management professionals spread across 4 Sites (Gurgaon, Bangalore, Manila, Dalian)
- Acted as the primary Workforce Management business partner for Operations leadership, providing strategic guidance, challenging staffing decisions using workforce analytics, and balancing service, cost, and operational trade-offs.
- Oversaw headcount governance for production and support functions, ensuring workforce alignment with budgeted span costs and organizational financial objectives.
- Maintained adherence to budgeted Revenue & Cost; by establishing recurring weekly governance cadence, business reviews, headcount governance meetings, and executive planning forums.
- Evaluated actual P&L performance to identify opportunities for cost optimization, operational efficiency, and improved financial outcomes.
- Identified workforce risks, capacity constraints, and operational dependencies, recommending mitigation plans to enhance service delivery reliability.
- Identified early signs of BCP / Bottleneck risk to eliminate impact on operations.
- Planned and coordinated resource distribution across 4 sites based on required skill sets, language, business priorities, demand, hiring and seat capacity to optimize utilization & delivery.
- Improved seat utilization by reducing scheduling gaps and cross business utilization
- Prepared and governed Long- & Short-Term planning for efficient Seat Utilization.
- Coordinated with recruitment, training, HR, and operations teams to develop staffing solutions aligned with client demand.
- Worked with senior operations leadership for planning and tracking daily performances
- Explored AI-assisted analysis and scenario-based workforce planning methodologies to improve accuracy and operational decision-making.
- Developed, audited and governed workforce strategy, policies and processes to meet and anticipate the need of business
- Designed and built end-to-end Workforce Management functions, governance, and scalable operating processes from inception to support new market expansions for existing client program.
- Team Mentorship, Coaching & Training across WFM and Cross-Functional Teams.
Manager WFM
Teleperformance India
Gurgaon
02.2021 - 06.2022
Assistant Manager WFM
Teleperformance India
Gurgaon
03.2019 - 01.2021
Team Leader WFM
Teleperformance India
Gurgaon
09.2016 - 02.2019
- Managed Capacity Planning, Scheduling, workforce optimization, team leadership, client stakeholder management, and solution delivery for multiple small- to mid-sized businesses across BFSI, E-commerce, Insurance, Healthcare, F&B, Retail, and Travel domains.
- Built workforce planning functions and governance framework from the ground up to support new business launches.
- Created End to End WFM Solution for RFP/RFI/RACI single handed to support Internal & External stakeholders for India & UAE regions while adhering to strict timelines.
- Performed short- and long-term volume forecasting for multiple small- to mid-sized businesses using historical demand analysis, year-over-year growth trends, marketing and promotional inputs, and moving average forecasting models to support capacity planning and resource allocation.
- Planning and coordinating staffing distribution across multiple sites based on hiring and seat capacity.
- Improved seat utilization by reducing scheduling gaps and cross business utilization.
- Developed and presented plans to clients on upcoming events to negotiate FTEs, ensuring effective performance and optimising revenue and margins.
- Provided analysis, thought leadership and strategic consulting with relevant leaders by considering trends along with contact centre capabilities.
- Worked with Operations to develop processes for holiday, vacation and other scheduling events to balance employee/Client demands.
- Provided staffing requirements and training plans to management for multiple accounts, creating staffing models to meet operational needs and maximise seat utilisation.
- Delivered mentorship, coaching, and training to WFM and cross-functional teams, fostering operational excellence and collaboration.
Sr. Analyst WFM
Webhelp India
Gurgaon
08.2015 - 09.2016
- Produced schedules using Teleopti & Bluepumpkin WFM Tools based on forecasted volume and workload, ensuring adequate staffing for phone, email, and chat contacts.
- Analysed historical and projected call volume trends to inform workforce scheduling, achieving all KPIs and service level goals.
- Prepared simulation for schedules based on Erlang-C & Workload model to project the headcount requirement and SLA delivery.
- Oversaw the scheduling and rostering process for staff to optimise resource allocation.
- Developed and monitored overflow logic to enhance customer service experience and optimise transaction handling within desired service time.
- Scheduled team meetings and training to support operations and service continuity.
Coordinator Command Center WFM
Convergys India Services
Gurgaon
03.2014 - 07.2015
- Monitored call centre parameters to ensure real-time adherence of agents, average handling time, aux-time, and optimal staffing levels.
- Conducted real-time monitoring and analysis.
- Maintained line requirements and service levels in operations for specific projects.
- Enhanced existing procedures to improve in-scope KPI performance and productivity.
- Created reports to summarise intraday performance of operations for informed decision-making.
- Provided support for inbound and outbound calls & routing issues.
- Knowledge of tools like IEX, CMS Avaya and Aspect which help in maintaining the Service level agreement of different projects.
Level 2 Tech Support
IBM Daksh
Gurgaon
10.2011 - 02.2013
- Delivered Level 2 technical support for error messages and re-installation issues, enhancing user experience for accounting software users in US/Canada.
- Resolved escalations from front-line agents, ensuring timely and effective solutions.
- Addressed non-technical issues such as incorrect transactions, P&L corrections, and balance sheet adjustments, contributing to user satisfaction among accounting software users in US/Canada.
- Technical Support & Escalation Handling.
Customer Care Executive
Convergys India Services
Gurgaon
12.2008 - 09.2011
- Ensured higher customer satisfaction through proactive support and effective issue resolution.
- Delivered efficient customer service while identifying soft- and up-selling opportunities to enhance revenue.
- Managed inbound calls to deliver detailed information about services to end users.
- Educated customers on telecom services to improve their experience and satisfaction.
Education
B.Com -
Shobhit Deemed University
Meerut, UP01-2014
12th
DAV Public School (CBSE)
Kailash Hills, Delhi01-2007
10th
DAV Public School (CBSE)
Kailash Hills, Delhi01-2005
Skills
15 Years of overall & 12 Years of WFM experience spread across Multiple Business Verticals from WFM perspective: - Food, E-commerce, Health Care, Finance, Retail, Telecom, Travel & IT
- RFPs, Capacity Planning, Scheduling, RTA, Reporting & Analysis
- Revenue Budgeting, Billing & Invoicing and P&L Governance
- Excel Proficiency
- Erlang-C
- Teleopti
- NICE IEX
- Bluepumpkin
- Ability to analyse performance reports and provide observations, suggestions and recommendations to support decision making
- Ability to identify issues, develop ideas, and provide innovative and creative solutions
- Anticipating operational risks
- Ability to effectively interact with client and all levels of leadership
- Internal / External Interaction - Client & Leadership Management
- Ability to influence progressively advancing team towards a common goal
- Ms-Office
- Pro-efficient in Preparing/Presenting Decks for Business reviews
Languages
English
Proficient
C2
Hobbies and interests
- Exploring New Places
- Driving
- Music
- Chess
- Badminton
Timeline
Lead WFM
Coinbase
05.2025 - 05.2026
Head WFM
IGT Solutions Pvt. Ltd
08.2024 - 05.2025
Senior Manager WFM
IGT Solutions Pvt. Ltd
06.2022 - 08.2024
Manager WFM
Teleperformance India
02.2021 - 06.2022
Assistant Manager WFM
Teleperformance India
03.2019 - 01.2021
Team Leader WFM
Teleperformance India
09.2016 - 02.2019
Sr. Analyst WFM
Webhelp India
08.2015 - 09.2016
Coordinator Command Center WFM
Convergys India Services
03.2014 - 07.2015
Level 2 Tech Support
IBM Daksh
10.2011 - 02.2013
Customer Care Executive
Convergys India Services
12.2008 - 09.2011
B.Com -
Shobhit Deemed University
12th
DAV Public School (CBSE)
10th
DAV Public School (CBSE)