Sujay M

Global Command Center – [24]7.ai
Senior Analyst / Specialist / Senior Specialist, Workforce Management
February 2018 – Present

• Senior Analyst WFM (Initial Phase)
• Managed Capital One and Expedia reporting, including overtime calculations, internal incentive reports, and invoice processing while leveraging advanced Excel MIS skills (macros, dashboards, and presentation slides).
• Acted as the sole reporting handler for the Capital One program across three geographically diverse sites (US, Canada, Latin America, and India) involving multiple vendors.
• Designed and maintained daily global dashboards and weekly banking reports, and conducted monthly client connect sessions for data clarification and updates—contributing to the "Business Support of the Year 2019" award.
• Process Automation & Reporting Enhancements
• Completed the Microsoft Power Automate (formerly RPA) certification, automating key daily tasks and establishing a real-time reporting mechanism (published every 3 hours) to reduce manual work.
• These automation initiatives earned recognition via the Circle of Excellence H2 FY20 award.
• Transition to Specialist WFM (Supervisory Role)
• Promoted to a supervisory role and supported the Transform program while serving as the sole point of contact for seasonal volume management in the Walmart program.
• Developed a dedicated report for the BLR site to streamline auxiliary management and daily performance tracking.
• Initiated an organization-wide dashboard during the COVID period that captured performance and productivity data from five Indian sites (BLR, HYD, AHL, KOL, AHD), while ensuring accurate weekly payroll deliverables—leading to the Circle of Excellence Q3 FY23 award.
• Senior Specialist WFM (Advanced Leadership, 2023 – Present)
• Oversee organization-wide data management for all Indian sites, delivering weekly and monthly performance reports (covering shrinkage, productive hours, goal achievements, agent TL ratios, and headcount turns) via professional presentation slides to center and country heads.
• Lead a team of two while collaborating with the IS team on automation projects and with the Payroll team to ensure overtime policy adherence and timely alerts for labor law threshold breaches across BLR, HYD, and SHL.
• Focus on resource planning and scheduling—participating in ramp up/down staffing evaluations to manage volumes effectively.
• Manage historical data and provide crucial support to the Hiring, Payroll, Learning & Development, and Quality teams, ensuring on-time delivery of key data to organizational leadership.
• Spearhead the Global Performance Report by collaborating monthly with workforce Points of Contact across India, Colombia, Guatemala, and the Philippines—tracking vendor rankings and performance metrics for both digital and voice channels.
• Additionally, manage reporting, scheduling, and other requirements for the Target and BJ's programs.

Senior Executive, Workforce Management – Expedia
(Through Internal Job Posting until February 2018)

• Real-Time & Hourly Reports: Managed comprehensive real-time and hourly reporting, including precise roster uploads that ensured timely cab schedules – effectively preventing staffing shortfalls and interval-level adherence issues.
• Operational Support: Provided critical assistance by overseeing queue and Auxiliary management, delivering real-time support with ID management and password resets, and proactively raising absenteeism alerts to sustain adherence targets.
• Leadership & Training: Spearheaded the training of new Workforce Management executives on the nuances of real-time and hourly reporting systems, fostering a culture of accuracy and efficiency.
• Professional Development: Successfully completed the Bedrock course—required for advancement—alongside three concurrent projects, showcasing a solid commitment to operational excellence and continuous learning.

Interactive Social Media Specialist – Capital One Program [24]7.ai
Core LOB → HVS LOB → Escalations (Pilot Batch)

• Began as Interactive Social Media Advisor in the Core Line of Business (LOB), managing customer interactions via chat with focus on efficiency and resolution.
• Promoted to Interactive Social Media Executive in the High Value Segment (HVS) LOB, delivering premium support experiences to high-value customers through strategic, empathetic engagement.
• Progressed to Interactive Social Media Specialist in the Escalations Pilot Batch, resolving critical customer concerns with end-to-end ownership and delivering best-in-class solutions to enhance customer satisfaction and loyalty.
• Recognized for adaptability across diverse business lines and consistent delivery of quality support in dynamic, high-pressure environments.