Umesh Shetty

• Workforce Leader ensuring optimal staffing levels, improving operational efficiency and enhancing overall service delivery through strategic workforce planning and management.
• Ensuring implementation of best practices for workforce forecasting, scheduling and real-time management to enhance operational efficiency and service quality.
• Monitor and analyze workforce metrics and performance data to identify trends, areas for improvement and opportunities for optimization.
• Monitor financial performance and implement improvement strategies from a Cost To Revenue perspective.
• Managed RFP's, RFI's for new logos and ramp's in collaboration with Key Stakeholders.
• Accountable for Client Management, WFMaaS strategy for existing & new accounts.
• Accountable in setting up a WFM framework by building synergies between On-shore and Off-Shore delivery centers with continuous delivery of BPM Best practice.
• Accountable on Compliance management by reviewing & signing of the WFM Training manuals / DPM’s as per regulatory laws across different geo's and operating centers.

• Workforce Leader ensuring optimal staffing levels, improving operational efficiency and enhancing overall service delivery through strategic workforce planning and management.
• Ensuring implementation of best practices for workforce forecasting, scheduling and real-time management to enhance operational efficiency and service quality.
• Monitor and analyze workforce metrics and performance data to identify trends, areas for improvement and opportunities for optimization.
• Monitor financial performance and implement improvement strategies from a Cost To Revenue perspective.
• Managed RFP's, RFI's for new logos and ramp's in collaboration with Key Stakeholders.
• Accountable for Client Management, WFMaaS strategy for existing & new accounts.
• Accountable in setting up a WFM framework by building synergies between On-shore and Off-Shore delivery centers with continuous delivery of BPM Best practice.
• Accountable on Compliance management by reviewing & signing of the WFM Training manuals / DPM’s as per regulatory laws across different geo's and operating centers.

• Workforce Leader servicing the accounts within the Insurance vertical ensuring optimal staffing levels, improving operational efficiency and enhancing overall service delivery through strategic workforce planning and management.
• Ensuring implementation of best practices for workforce forecasting, scheduling and real-time management to enhance operational efficiency and service quality.
• Monitor and analyze workforce metrics and performance data to identify trends, areas for improvement and opportunities for optimization.
• Monitor financial performance and implement improvement strategies from a Cost To Revenue perspective.
• Managed RFP's, RFI's for new logos and ramp's in collaboration with Key Stakeholders.
• Accountable for Client Management, WFMaaS strategy for existing & new accounts.
• Accountable in setting up a WFM framework by building synergies between On-shore and Off-Shore delivery centers with continuous delivery of BPM Best practice.
• Accountable on Compliance management by reviewing & signing of the WFM Training manuals / DPM’s as per regulatory laws across different geo's and operating centers.

• Business Project Lead in a Transformation Consulting Project for a global Insurance & BFS client - GSSC locations (Philippines, Manila & Cebu and On Shore multiple locations in Australia)
• Business Project Lead for setting up of Verint Workforce solution for their Voice, Blended and Back-Office Processes at their Global Shared Services Center
• Accountable as a Business Project lead for setting up WFM Best Practice and in building a Coe Center of Excellence for work related to Capacity Planning, Scheduling, Headcount Management, Seat Utilization, Real Time Monitoring
• Accountable in building a WFM framework by developing SOP's, WIM, Training manuals around all WFM principles as per regulatory government laws and developed synergies between On-shore and Off-Shore on the practices
• Setting up of BPM Best practice in a Captive operated multi location Global Shared Services Center in terms of optimization around Capacity and Staffing best fit requirements for all Voice and Back Office Processes within GSSC locations

• Accountable as Workforce Leader for Domestic Vertical accounts on Client Management and Transitioning WFM best practice across multiple delivery locations
• Managed varied accounts from different domains / verticals including transitioning of the largest e-Commerce Indian giant
• Responsible for optimized Forecasting, Capacity Planning; Budgeting, Scheduling, Real Time Reporting / Analytics, Dialer Management and Performance Reporting
• Closely working with Senior Stakeholders and PI Team on Projects related to P&L optimization, HC benchmarking, SU & Infra planning

Handling and resolving customer queries as 1st Level with the Help Desk team

Ensuring quality, compliance and AHT are within target goals

• Answered multi-line phones and used active listening skills to assess client's issues and challenges.
• Improved customer satisfaction by addressing and resolving complex customer inquiries promptly and accurately.
• Managed escalated customer issues with diplomacy and professionalism, often turning challenging situations into positive outcomes.
• Resolved [Product or Service] issues by clarifying customer's complaints, determining causes of problems and selecting best solutions.

• Increased brand awareness by developing and implementing strategic marketing campaigns.
• Traveled nationally to meet with customers and deliver clear company messages.
• Developed key performance indicators to evaluate campaign success and make data-driven decisions.
• Collaborated with cross-functional teams to ensure cohesive messaging and successful product launches.

• Managed and motivated employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes.
• Maximized performance by monitoring daily activities and mentoring team members.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.

• Streamlined sales processes, resulting in enhanced efficiency and increased productivity.
• Developed strong client relationships for improved customer satisfaction and repeat business.
• Optimized pricing strategies by monitoring competitor activities, analyzing market trends, and considering internal cost structures for profitability maximization.
• Implemented effective CRM tools to track leads, maintain accurate customer data, and optimize the sales process.