Summary
Overview
Work History
Education
Skills
Professional Enhancements
Projects
Timeline
Generic

Srinivas Chirukuri

Summary

Innovative, dedicated and results oriented with around 11 years of experience in to Consulting, Data Analysis, Process Improvement, Implementation, Reporting and Workforce Management.

Overview

11
11
years of professional experience

Work History

Solution Consultant

Walmart Global Tech India
10.2021 - Current
  • Analyzed customer requirements, developed technical solution and presented it to stakeholders, resulting in successful project implementation
  • Resolved issues relating to production support services by providing technical inputs.
  • Executed effective processes for enhancements of existing systems and new user needs.
  • Assisted in implementing and optimizing Workforce Management solutions at origination level.
  • Analysed workforce data to identify trends, forecast staffing needs, and optimize scheduling processes.
  • Provided support to end users to best utilization of tool.
  • Implemented process improvement solutions by automating manual reports publish regularly.
  • Assisted in development of data-driven strategies to improve program effectiveness.
  • Coordinated support responses to business issues, verifying closure of concerns and correction of deficiencies

Senior Workforce Management Analyst

Just Energy India
03.2019 - 10.2021
  • Workforce management on forecasting, capacity planning and efficient staff scheduling to meet service level targets across the enterprise
  • Develop accurate and best-in-class staffing models for a blended operating environment including IB, OB, BackOffice and Online Servicing channels
  • Training and facilitation of a work force management system to end users to include the technical aspects, change management and practical adoption
  • Evaluate the allowable FT/PT mix based on the workload demand and current labor supply in the market
  • Support LOBs in developing Five Year Plan and Annual Operating Plan on the front-line labor HCs and costs
  • Develop and document standards, policies, processes, and business rules around workforce management for a multi-site environment
  • Interact with various department Cast and Leaders to develop process improvements for this operation
  • Monitor individual and team performance and ensure KPIs are met to achieve customer satisfaction, operational efficiency and team work
  • Create reports and dashboards that demonstrate performance to target.

Workforce Scheduling and Planning Specialist

BCD Travel India
05.2018 - 03.2019
  • New Hire profile configuration in I360 and gather data from WFM Managers and HR for assigning skills to new hires
  • Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results
  • Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation
  • Generates and evaluates staffing schedules, and ensures data updates into scheduling system
  • Generates short and long-term staffing models and provides recommendations based on analysis
  • Compares results to forecast and identify opportunities for improvement
  • Provide daily/intra-day performance reports to leadership
  • Provide performance analysis based on the acquired data, for scope changes and for resource management.

Senior Specialist

Sutherland Global Services
12.2016 - 05.2018
  • Track, analyze and report center and agent performance with reports from Community and ACD
  • Produce executive level reporting and analysis for all internal and outsourced call centers covering site workloads, productivity, service levels, staffing, and financial metrics
  • Working on Request for Proposal and providing staffing requirements based on volume analysis
  • Work with various Contact Center Solutions teams like Reporting and Avaya for successful data gathering, data validation and product deployment
  • Created and implemented new call flow and queuing strategies in order to optimize resources, resulting in increased multi-skill efficiency
  • Analyzed call center operations and implemented various call center technologies
  • Providing staffing run to operations with Optimized shifts to achieve service level
  • Providing Weekly Dashboard to client with the explanation on the targeted outliers
  • Part of continuous improvement across all contact center locations, through improved collaboration and identified growth opportunities
  • Worked with workforce management software team in successful implementation of new software(IEX)
  • Providing revenue loss details to operations to avoid the revenue leakage for the organization
  • Provided operational and service excellence, and demonstrated commitment to unit's goals and deadline.

Senior Data Analyst

Concentrix India
05.2015 - 11.2016
  • Lead an end to end team of 4 individuals responsible for forecasting, scheduling, Intra-day activities
  • Extracted, compiled and tracked data and analyzed data to generate reports
  • Complete charge of achieving KPI metrics for the campaign
  • Coordinating with the client on a daily/weekly basis for updates and queries
  • Reviewing statistics - Performance report analysis, weekly & monthly quality reports
  • Identifying Talent and Grooming senior associates for additional responsibilities and upcoming challenges
  • Identifying the opportunities and working for the customer satisfaction
  • Analyzing call trends and identifying agent and call center training opportunities and providing recommendations to management
  • Verify compliance of call center activities with the prescribed rules and regulation, and take corrective measures in case of discrepancies
  • Worked with other team members to complete special projects and achieve project deadlines
  • Designing and maintaining SOP and audit documentations according to COPC and ISO Standards
  • Working with managing leadership to prioritize business and information requirements.

Workforce Management Analyst

Concentrix India
06.2013 - 04.2015
  • Business Continuity and Global CSS Operations End-to-End Event and Incident Management
  • Initiating bridge calls and coordinating with IT and Business including different Technology Groups for resolving incidents and enhancing service quality, liaising with various system owners
  • Working as bridge between operations and global command center (GCC)
  • Communicate identified intraday risks to management and other intraday analyst
  • Approve discretionary activities to increase occupancy
  • Increase staffing levels or modify call routing to increase service levels
  • Complete responsibility of Service level management for program.

Education

Master of Arts - Economics

Jain University
Bengaluru, KA
12.2023

Skills

  • Workforce Applications: Nice IEX, Avaya, Verint I360, Genesys CC Plus, EWFM, Verint Monet, JDA (Blue Yonder)
  • Languages: SQL(Basic), Visual Basic (Intermediate)
  • Applications: Moderate knowledge MS Office (Word, Excel, PowerPoint, Access)
  • BI Tools: Tableau (Intermediate), Power BI(Intermediate)
  • Forecasting: Python (Basic) and R (Basic)

Professional Enhancements

  • Successfully completed Six Sigma Yellow Belt certification and green belt training.
  • Member of society for workforce planning professionals (SWPP).
  • Awarded as the best project for APAC Region by innovation Council for reducing the CASL Defects for the program using Six sigma Methodologies

Projects

  • Generated cost savings of $1.2 Million Annually by recommending reduced hours of operations and staffed sites.
  • Reduced the number of CASL(Canada's anti-spam legislation) defects for the program using Six sigma Methodologies helped in achieving client compliance with legislative.

Timeline

Solution Consultant

Walmart Global Tech India
10.2021 - Current

Senior Workforce Management Analyst

Just Energy India
03.2019 - 10.2021

Workforce Scheduling and Planning Specialist

BCD Travel India
05.2018 - 03.2019

Senior Specialist

Sutherland Global Services
12.2016 - 05.2018

Senior Data Analyst

Concentrix India
05.2015 - 11.2016

Workforce Management Analyst

Concentrix India
06.2013 - 04.2015

Master of Arts - Economics

Jain University

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Srinivas Chirukuri