Shivam Gupta
Jabalpur
Summary
Proven leader in workforce management at HCL Technologies, adept in scheduling optimization and fostering team collaboration. Excelled in enhancing operational efficiency and client satisfaction, evidenced by significant improvements in staff productivity and customer loyalty. Skilled in data-driven decision-making and problem-solving, ensuring adaptable and decisive team leadership.
Overview
2025
2025
years of professional experience
Work History
Assistant Manager WFM
HCL Technologies
05.2023 - Current
- I am having 5 Members in my Team (3 RTA,2 MIS) and we all are working for American Honda and Mexico honda Project.
- Ensured compliance with company policies and industry regulations through regular audits and reporting.
- Improved workforce efficiency by optimizing employee schedules and resource allocation.
- Streamlined internal processes to boost operational effectiveness throughout the organization.
- Utilized data analysis tools to identify trends and provide insights for informed decision-making on staffing requirements.
Senior Officer - WFM
Hexaware Technology
10.2022 - 05.2023
- In Hexaware, I am working in Centralized WFM Team, We are Managing the Forecasting for Different - Different Projects with the help of R and Rstudio software.
- Developed an in-depth understanding of market trends, enabling more precise predictions and strategic recommendations.
- Enhanced forecast accuracy by implementing advanced statistical modeling techniques.
- Established strong working relationships with key stakeholders, ensuring clear communication channels for ongoing collaboration.
Officer WFM(Team Leader WFM)
Teleperformance Limited
07.2018 - 10.2022
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Assisted in the development of long-term strategic plans for MIS infrastructure, contributing to the organization''s overall growth and success.
Senior Management Information System - WFM
Teleperformance Limited
- Optimized existing databases for faster data retrieval and improved performance in generating reports.
- Analyzed trends in company metrics using advanced analytical techniques, providing valuable insights for strategic planning efforts.
- Customized reporting templates according to specific needs of various departments, increasing relevance and usefulness of generated reports.
- Provided training to staff on MIS software usage, improving overall productivity levels.
Management Information System - WFM
Teleperformance Limited
- Improved data accuracy by streamlining the collection, analysis, and reporting of critical business metrics.
- Reduced data processing time with the implementation of efficient automation tools and techniques.
- Produced tables, pivot reports and charts for use in key decision-making processes.
- Generate Weekly & Monthly reports and finalize the numbers with OPS.
Mission Control Analyst - WFM
Teleperformance Limited
- Optimized resource allocation by analyzing real-time data and adjusting priorities as needed to achieve mission objectives.
- Provided expert guidance to junior analysts, fostering professional growth and strengthening overall team capabilities.
- Preparing the hourly reports, Maintaining the schedules to met the service level.
- Publishing the Shrinkage & attrition Alerts to ops, Publishing all the Agent performance related reports.
Aux Trainer
Teleperformance Limited
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
Customer Service Representative
Teleperformance Limited
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
Bachelor Of Commerce - Accounting And Business Management
RDVV University
Jabalpur Computer Operating Programming Assistance
Govt. ITI College, Jabalpur Diploma in Computer Application
MCNUJC BhopalSkills
- Scheduling Optimization
- Data-driven decision-making
- Forecasting Accuracy
- Performance Analysis
- Capacity Planning
- Teamwork and Collaboration
- Microsoft office
Experienced With
R,Rstudio
Avaya
Superset
Service now
Micro Call reporting system
Timeline
Assistant Manager WFM
HCL Technologies
05.2023 - Current
Senior Officer - WFM
Hexaware Technology
10.2022 - 05.2023
Officer WFM(Team Leader WFM)
Teleperformance Limited
07.2018 - 10.2022
Senior Management Information System - WFM
Teleperformance Limited
Management Information System - WFM
Teleperformance Limited
Mission Control Analyst - WFM
Teleperformance Limited
Aux Trainer
Teleperformance Limited
Customer Service Representative
Teleperformance Limited
Bachelor Of Commerce - Accounting And Business Management
RDVV University
Computer Operating Programming Assistance
Diploma in Computer Application
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