Open To Work
Sumanth Kumar Machabattuni
Work Preference
Summary
Results-oriented WFM Associate Manager with expertise in capacity planning and workforce optimization. Elevates service levels through real-time monitoring and data-driven reporting. Drives operational efficiency and enhances agent satisfaction in fast-paced environments while aligning workforce strategies with business objectives.
Overview
10
10
years of professional experience
Work History
WFM Associate Manager
Sutherland Global Services Private Limited
02.2025 - Current
- Created capacity plans, forecasted demand, and scheduled shifts to adhere to service level agreements while maintaining agent satisfaction.
- Skilled in developing accurate capacity plans to align staffing levels with forecasted demand, ensuring service-level goals are consistently achieved
- Proficient in creating and publishing schedules that balance business needs with agent well-being, minimizing overtime and maximizing efficiency
- Skilled in managing FTE rosters, adjusting schedules based on real-time changes, and ensuring optimal coverage across multiple queues and sites
- Tracked service level and staff performance across various queues and sites to ensure targets are met
- Delivered daily PowerPoint presentations and facilitated performance calls, highlighting key operational metrics
- Managed team activities by assigning daily tasks and ensuring timely completion of objectives
- Conducted daily sync calls to align team efforts with business goals and address challenges
- Generated and analyzed workforce management reports using Excel and Google Sheets to support decision-making
- Reviewed forecast accuracy and scheduling efficiency, implementing improvements to optimize workforce productivity
- Experience in automating WFM processes to improve efficiency, reduce manual intervention, and streamline reporting workflows
- Hands-on experience with Twilio Flex, Verint & AWS tools to manage communication workflows and integrate them into WFM operations
WFM Senior Intraday Supervisor
Intouchcx Private Limited
10.2022 - 02.2025
- Monitoring and management of service levels to ensure delivery, regular updates and reviews of Intraday Performance
- Short-term adjustments of employee schedules to meet business objectives and real-time coding on IEX
- Adjusted the original projected volume and/or AHT based on recent trends and business requirements
- Monitor ASA, SL and staff performance for each queue(skill) and site throughout the day
- Ensures that all reports are accurate and reliable, and based on staffing requirements calling EH and VTO
- Monitoring team performance to ensure objectives are met; daily performance sync calls must be led
- Optimization of breaks and lunches to ensure maximum productivity of resources
- Real-time coding on IEX, and Managed team by assigning daily tasks and responsibilities
- Automated WFM processes to improve efficiency, reduce manual intervention, and streamline reporting workflows.
- Thrived in fast-paced environments, flexible to work weekends/public holidays, and committed to teamwork and knowledge sharing
Senior Workforce Management (WFM) Analyst
[24]7.ai
10.2021 - 10.2022
- Executed real-time coding on IEX, implementing short-term schedule adjustments to align staffing with business objectives
- Monitored and managed service levels, delivering regular updates and reviews on intraday performance to inform operational decisions
- Optimized breaks and lunches to enhance resource productivity while achieving service-level targets
- Prepared daily PowerPoint decks and presented performance calls at the start of each shift
- Ensured reports were accurate and reliable; managed staffing requirements through EH and VTO
Mission Control Analyst
Teleperformance
12.2018 - 10.2021
- Monitored service levels and staff performance across queues and sites, ensuring alignment with operational goals
- Executed real-time coding on IEX, implementing short-term schedule adjustments to align with business objectives
- Monitored and managed service levels, providing regular updates and reviews of intraday performance
- Optimized break and lunch schedules to enhance resource productivity and achieve service-level targets
- Utilized AVAYA and Pulse systems for effective queue monitoring and management., customized for queue monitoring, break management, skill changes, and data extraction
GIS Engineer
RMSI Private Limited
11.2016 - 01.2018
- Proficient in creating detailed maps, thematic layers, and geospatial visualizations using tools like ArcGIS and QGIS
- Performed spatial modeling, network analysis, and terrain analysis to inform engineering and planning initiatives
- Interpreted satellite imagery and aerial photography to support land use planning, environmental monitoring, and infrastructure projects
- Utilized Python and SQL to automate GIS workflows and customize geospatial applications
Education
Mechanical Engineering -
VignanLara Institue of Technology And Science
Guntur04-2016
MPC -
Narayana JuniorCollege
Ongole05-2012
SSC -
BVSHigh School
Ongole04-2010
Skills
- Capacity planning and workforce optimization
- Shift scheduling and workload management
- Intraday performance tracking
- Workforce analytics and data-driven reporting
- Real-time monitoring and service level management
- Reporting automation and demand forecasting
- Performance analysis and data visualization
- Communication and presentation skills
Tools Used
- Workforce Management: IEX, Verint, Calabrio, AWS, Spinklr, Afiniti — utilized for queue monitoring, forecasting, and schedule creation.
- Contact Center Platforms: Avaya CMS, VCC, Twilio Flex, Genesys, Pulse— leveraged for real-time performance tracking and agent management.
- Analytics & Reporting: Power BI, Tableau, Excel, Google Sheets, Oracle — applied to automate reporting, generate insights, and support data-driven decision-making
Awards
- Certificate of Recognition (Apr 2024) — Awarded for consistent excellence and contribution to workforce management initiatives.
- Top Performer, Q2 2024 — Recognized in the Key Support Function category for outstanding performance and measurable impact on service delivery
Languages
- Telugu — Native/Bilingual Proficiency
- English — Full Professional Proficiency
- Hindi — Full Professional Proficiency
Hobbies and Interests
- Cricket — Enhancing collaboration, leadership, and resilience
- Traveling — Immersing in diverse cultures and broadening perspectives
- Reading — Exploring business strategy, workforce trends, and personal growth topics
- Cooking — Experimenting with flavors and enjoying creative expression
- Photography — Capturing moments and cultivating attention to detail
- Volunteering — Giving back to the community and building empathy
Timeline
WFM Associate Manager
Sutherland Global Services Private Limited
02.2025 - Current
WFM Senior Intraday Supervisor
Intouchcx Private Limited
10.2022 - 02.2025
Senior Workforce Management (WFM) Analyst
[24]7.ai
10.2021 - 10.2022
Mission Control Analyst
Teleperformance
12.2018 - 10.2021
GIS Engineer
RMSI Private Limited
11.2016 - 01.2018
Mechanical Engineering -
VignanLara Institue of Technology And Science
MPC -
Narayana JuniorCollege
SSC -
BVSHigh School