Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Certification
References
Timeline
Generic

Shober Kumar Srivastava

New Delhi

Summary

Resourceful and meticulous Workforce Manager with 15+ years of results-oriented experience in business intelligence and reporting by overseeing forecasting, projections, budgeting, volume and penalties, RFP processes and operations. Professional with demonstrated success in designing, developing and implementing optimized solutions. Team-driven leader that can direct site performance turnaround, reduce attrition and drive customer satisfaction across multi-channel, multi-level phases of BPO Industry. Seeking to leverage robust background in leadership for rewarding management role with an outstanding organization.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Assistant Manager WFM

Teleperformance Global Services Pvt Ltd
Gurgaon
02.2023 - Current
  • Monitored performance metrics to ensure compliance with established goals and objectives.
  • Ensured proper scheduling of resources by utilizing forecasting techniques based on past trends.
  • Assisted with the development of long-term business strategies related to resource planning and optimization initiatives.
  • Implemented processes for handling employee absences or tardiness issues according to company policy.
  • Evaluated current workforce management systems and recommended enhancements where necessary.

Assistant Manager WFM

Concentrix Daksh Services Pvt LTD
Gurgaon
01.2017 - 02.2023
  • Maintained a database of preferred vendors for temporary staffing services.
  • Created workforce planning and development models for quarterly scheduling and processes.
  • Collaborated with other departments in order to coordinate workflow across multiple teams.
  • Generated reports regarding the productivity of the workforce in order to track progress against goals.
  • Monitored employee attendance records, tardiness, and absenteeism to identify any potential issues.
  • Created weekly schedules that balanced the workload of each employee while meeting customer demands.

CSA

Convergys India Services Pvt Ltd
Gurgaon
10.2013 - 11.2016
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Resolved customer complaints promptly and efficiently.

Resource Coordinator

Educomp Services Pvt LTD
Lucknow
06.2010 - 08.2013
  • Diagnosed complex software and hardware issues across multiple platforms.
  • Managed inventory of hardware parts and supplies, ensuring stock levels were appropriate for demand.
  • Configured network settings on servers and workstations according to company standards.
  • Provided technical support to users regarding hardware setup and configuration problems.
  • Tested hardware components to ensure proper functioning of systems.

Customer Service Supervisor

Matrix Cellular Services Pvt
Prayagraj
03.2007 - 02.2010
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Interviewed, hired and trained staff to meet company objectives.

Education

BA (2nd Division) - Arts

CSJM University
Kanpur Uttar Pradesh

12th (2nd Division) -

Jamuna Christian Inter College
Prayagraj Uttar Pradesh

High School (2nd Division) -

Jamuna Christian Inter College
Prayagraj Uttar Pradesh

Skills

  • Workforce Management
  • Performance Analysis
  • Capacity Planning
  • Scheduling Optimization
  • Data-driven decision-making
  • Scheduling expertise
  • Employee Development
  • Teamwork and Collaboration
  • Written Communication
  • Problem Resolution
  • Scheduling and Coordinating

Languages

Hindi
First Language
English
Proficient (C2)
C2

Accomplishments

  • Best team manager H2 for Teleperformance Global Services Pvt. Ltd for 2nd half of 2023
  • Multiple R&Rs throughout the career span

Certification

  • Diploma in computer application from F-Tec Institute of computer science.

References

References available upon request.

Timeline

Assistant Manager WFM

Teleperformance Global Services Pvt Ltd
02.2023 - Current

Assistant Manager WFM

Concentrix Daksh Services Pvt LTD
01.2017 - 02.2023

CSA

Convergys India Services Pvt Ltd
10.2013 - 11.2016

Resource Coordinator

Educomp Services Pvt LTD
06.2010 - 08.2013

Customer Service Supervisor

Matrix Cellular Services Pvt
03.2007 - 02.2010

BA (2nd Division) - Arts

CSJM University

12th (2nd Division) -

Jamuna Christian Inter College

High School (2nd Division) -

Jamuna Christian Inter College

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Shober Kumar Srivastava