Work Preference
Summary
Overview
Work History
Education
Skills
Technical Certifications
Timeline
Generic
Open To Work

Sunny Dhimaan

Workforce Manager
New Delhi,DL

Work Preference

Job Search Status

Open to work
Desired start date: Open to discussion

Desired Job Title

Deputy Manager – WFMWorkforce ManagerStrategic Planning Manager

Work Type

Full Time

Location Preference

On-SiteRemoteHybrid
Location: New Delhi, DL, INGurgaon, HR
Open to relocation: Yes

Salary Range

₹104000/yr - ₹200000/yr

Important To Me

Career advancementCompany CulturePersonal development programsHealthcare benefitsWork from home optionStock Options / Equity / Profit SharingTeam Building / Company Retreats

Summary

Dynamic WFM professional with a proven track record at WNS Global Services, excelling in capacity planning and strategic forecasting. Adept at delivering actionable insights and optimizing resource allocation, I foster collaboration and drive efficiency improvements, ensuring alignment with operational goals and enhancing overall performance.

Overview

14
14
years of professional experience

Work History

Deputy Manager – WFM

WNS Global Services PVT LTD
05.2024 - Current
  • Led WFM delivery (planning, scheduling, real-time) while managing team of assistant managers and RTA specialists to ensure alignment with operational goals.
  • Spearheaded batch planning and requirement analysis to align with client-specific needs and historical volume trends, enhancing operational readiness.
  • Capacity Strategy: Authoring comprehensive capacity plans with critical insights on ramp-ups, backfilling, and resource utilization to support business growth.
  • Provided daily, weekly, and monthly performance insights to clients and internal leadership to support data-driven operational decisions.

Capacity Planner (Assistant Manager)

FOUNDEVER (Sitel India Pvt Ltd)
09.2022 - 05.2024
  • Regional Oversight: Managed workforce planning for largest account in LATAM region, overseeing 3 key sites (Mexico, Costa Rica, Colombia) to optimize resource allocation.
  • Strategic Staffing: Developed and maintained staffing files and capacity plans, ensuring adherence to Statement of Work (SOW) parameters to support operational efficiency.
  • Executive Collaboration: Partnered with VPs and Directors to align workforce management structures with organizational objectives, enhancing process flow.
  • Efficiency Gains: Led strategic meetings to identify cost-reduction opportunities and value-added process improvements.

Assistant Manager – WFM

WNS Global Services PVT LTD
11.2018 - 08.2022
  • Planning & Forecasting: Utilized IEX for interval-level volume bifurcation and forecasting to align staffing with anticipated demand.
  • Resource Scheduling: Managed shift bidding cycles, PTO requests, and offline activity scheduling to optimize coverage for Tier 1 agents across Houston and New York sites.
  • Reporting & Analytics: Automated performance reporting and incentive tracking (Monthly, OT, Transaction-based) to ensure transparency for operations.
  • Team Development: Led RTA teams across Gurgaon and Pune sites, achieving promotion from Sr. Executive (2018-2021) for excellence in real-time recovery.

Sr. Executive – WFM

Airseva Pvt Ltd (AIRBNB)
01.2018 - 07.2018
  • Managed RTA and exception tracking for internal and partner sites in Singapore, Tokyo, and Seoul using Genesys to ensure optimal resource allocation.
  • Facilitated client calls to translate requirements into coverage models, addressing staffing gaps during peak volumes.
  • Led strategic initiatives to enhance guest experience and satisfaction.
  • Developed partnerships with local businesses to strengthen community engagement.
  • Managed cross-functional teams to implement operational improvements efficiently.

Sr. Executive – WFM

Webhelp India Pvt LTD
10.2016 - 01.2018
  • Virtual RTA: Managed real-time agent activity and attendance tracking across multiple campaigns via Teleopti to optimize resource allocation.
  • SL Recovery: Balanced SLAs by reallocating resources between campaigns, ensuring sustained compliance with target service levels.
  • Oversaw team operations and ensured alignment with company goals.
  • Managed vendor relationships and negotiated service agreements effectively.
  • Developed strategic initiatives to enhance customer experience and satisfaction.

Lead Executive – WFM

Interglobe Technologies Pvt Ltd
11.2011 - 10.2016
  • Growth Path: Promoted from Process Associate to WFM (2013) and then to Lead WFM (2014).
  • Led team of 10-12 agents; coached and provided call feedback to enhance quality and meet KRAs.
  • Managed floor operations by preparing rosters via ETMS and delivering daily reports on productivity and absenteeism to clients.

Education

Bachelor of Arts -

School Of Open Learning
Delhi

Skills

  • Capacity planning and strategic forecasting
  • SLA and occupancy recovery
  • Scheduling and roster management
  • Budgeting and cost optimization
  • Insight delivery
  • IEX (NICE) and Genesys
  • Teleopti and CMS Avaya
  • Advanced Excel (VBA/Macros)

Technical Certifications

Advanced Excel

Timeline

Deputy Manager – WFM

WNS Global Services PVT LTD
05.2024 - Current

Capacity Planner (Assistant Manager)

FOUNDEVER (Sitel India Pvt Ltd)
09.2022 - 05.2024

Assistant Manager – WFM

WNS Global Services PVT LTD
11.2018 - 08.2022

Sr. Executive – WFM

Airseva Pvt Ltd (AIRBNB)
01.2018 - 07.2018

Sr. Executive – WFM

Webhelp India Pvt LTD
10.2016 - 01.2018

Lead Executive – WFM

Interglobe Technologies Pvt Ltd
11.2011 - 10.2016

Bachelor of Arts -

School Of Open Learning

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