Vikram Sinha
Nallagandla
Summary
To add value and contribute positively towards the performance of the company and excel in learning and growth, so that it becomes a mutually beneficial relationship, both for the organization and for me.
Overview
17
17
years of professional experience
Work History
Manager-I(Band-L4)
Amazon
07.2022 - Current
- Managing Capacity Planning, Long term forecast, Short term forecast for NA and EU
- Interacting with Vendors on their Capacity commits
- Ensure that the planning and scheduling are done so that we can meet the metrics
- Design and implement a corrective action plan to control the variance in intraday staffing as agreed
- Aligned to the business, where there is a need or scope for improvement
- Gets involved in various transitions of new business and working to close from top to end.
Manager WFM
Wipro Ltd
12.2021 - 06.2022
- Moved to the Central Workforce team
- Managing Capacity planning & scheduling for different businesses
- Ensure that the planning and scheduling are done so that we can meet the client metrics
- Design and implement a corrective action plan to control the variance in intraday staffing as agreed
- Aligned to the business, where there is a need or scope for improvement
- Setting up an entire WFM/MIS function and setting up a standard reporting mechanism for both the business.
Deputy Manager WFM/MIS
Wipro Ltd
03.2020 - 11.2021
- Currently Handling E-Commerce and Travel Business
- Managing Capacity planning & scheduling for E-Commerce and Travel business
- Ensure that the planning and scheduling are done so that we can meet the client metrics
- Handling client docketing and invoicing for the client
- Meet Client metrics and timeline and accuracy of MIS/Reviews/Incentive process
- Design and implement a corrective action plan to control the variance in intraday staffing as agreed
- Setting up an entire WFM/MIS function and setting up a standard reporting mechanism for both the business
- Develop a WFM/MIS approach for each business, to understand the KPIs, and tools used for the process
- Consultation concerning the achievement of daily KPI.
AM WFM/MIS
Tech Mahindra
08.2018 - 03.2020
- Handling WFM function for E-Commerce Process of Bhubaneswar & Vizag
- Managing Capacity planning & scheduling for E-Commerce
- Managing Invoicing for both projects and closing on time
- Set up an entire WFM/MIS function and standard reporting mechanism for the business
- Handling RTA guys, along with guiding them to manage the RTM
- Helping the team while they stuck with the reporting
- Provide Adhoc to Internal and External Clients.
TL WFM/MIS
Tech Mahindra
12.2016 - 08.2018
- Handling PAN India Telecom Process till May’17
- Doing Capacity planning & scheduling in E-Commerce, and Forecasting for PAN India Process
- Managing Manpower reports and related reports
- CCM/CMS/Avaya-related managing as first ground
- Have streamlined all CCM/CMS/Avaya reports
- Handling RTA guys, along with guiding them to manage the RTM
- Helping the team while they stuck with the reporting
- Provide Adhoc to Internal and External Clients
- Working on PnL activity, their Cost along with Centre Cost
- (Transport cost reduced by 17 Lakh).
Sr. Executive (WFM/MIS)
Tech Mahindra
07.2015 - 12.2016
- Handling PAN India Telecom Process
- Doing Forecasting for PAN India Reliance Process
- Managing Manpower reports and related reports
- CMS/Avaya-related managing as first ground
- Have streamlined all CMS/Avaya reports, which is messed up
- Handling RTA guys, along with guiding them to manage the RTM
- Helping the team while they stuck with the reporting
- Provide Adhoc to Internal and External Clients.
Specialist MIS
Aegis Limited
08.2014 - 06.2015
- Doing Central level activities
- Handling PAN India Telecom Process as a Level 1
- Have streamlined all reports, Invoice Billing related works used to close
- Preparing Revenue related reports
- Helping the team while they stuck with the reporting
- Provide Adhoc to Internal and External Clients
- Use to Handle Escalations with 100% resolutions.
Sr. Executive (WFM/MIS)
Tech Mahindra
02.2012 - 08.2014
- Process: Africa Telecom (June’14 to Aug’14)
- APR Report for 7 different countries
- Repeat Dashboard Prepared as per their new methodology for 7 Countries
- Preparation of Shrinkage, RPA, and Absenteeism
- And Centre Revenue reports all 7 Countries
- Process: Domestic Telecom (Feb’13 to June’14)
- Streamlined all reports for the Reliance process as per their requirement
- Managing Manpower reports and related reports
- Handling reports of external Clients and internal clients as per their requirements
- TMEM Incentive Data & Stack Reports
- Tracking performance Daily/Weekly/Monthly basis from Avaya CMS and internal Reporting tools
- Preparation of Shrinkage, RPA, Absenteeism and attrition reports
- Made a report where the Process Head can check the wrong attendance marking
- Promoted as Sr.Ex.MIS on 22- Feb-2012
- Tracking performance Daily/Weekly/Monthly basis from Avaya CMS and internal Reporting tools
- Preparation of Absenteeism and attrition reports
- Preparation of Client and internal reports daily.
Customer Care Associate
Tech Mahindra
03.2008 - 08.2011
- Transferred to Kolkata Branch for the New STEL Process as Sr.Associate
- Joined as Customer Care Associate for TTSL Process in Noida Branch
- Taking Calls for TTSL bilingual LOB(UPE, UPW, Haryana, Delhi, Punjab, J&K)
- Given 100% Call Quality with achieving target AHT
- Have been done shift according to the policy of 24
- 7
- Taken Escalations Calls of Rude customers and give 100% Satisfaction
- Have achieved the KRA Target with good performance.
Customer Care Associate
OMNIA BPO Services
09.2007 - 02.2008
- Taking Calls for Cellular Haryana Customers
- Given 100% Call Quality with the achieving target AHT
- Have been done shift according to the policy of 24
- 7.
Skills
Flexible and adaptive, open to change, quick learner, good listener and well-organized, good teamwork and people orientation
Extremely enthusiastic and honest in the execution of the work entrusted
Enjoy interacting with people and am always open to learning new things and thereby widening my horizons
MS – Excel
MS-PowerPoint
Basic knowledge of MS Access
Analytical Skills
Project Planning
Workforce Management
Customer Service
Problem-Solving
Idea Development and Brainstorming
Project Management
Customer Relationship Management
Schedule Preparation
Contract Management
Business Analysis and Reporting
MS Office
Strategic Planning
Schedule Management
Revenue Forecasting
Shift Scheduling
Process Improvement
Accomplishments
- Completed YB Project on process AHT.
- Promoted as Sr-Executive MIS through IJP in Feb’12.
- Automated the Performance Report by ODBC connectivity.
- Prepared the Agent-wise Daily and Monthly additional incentives according to the Goal targets.
- Automated the raw dump download through CMS scripting.
- Automated Call disconnection report and CSAT report through access.
- Awarded as Pat-ON-Back in Support RnR for publishing the required report on time.
- 2 Times awarded as Valuable Team Player and 6 times as Cookies award for overall performance
- Received 8 times the Cookies Award for overall performance.
- Received 3 times Star Performer for overall performance.
Education Qualification
- BBA from SMU.
- Class-XII (BICE. Board) from R.R. College in 2005.
- Class-X (BSE Board) from S.N.H. School in 2003.
Personal Information
- Father's Name: Vinod Kr.Sinha
- Mother's Name: Rekha Sinha
- Date of Birth: 02-Oct-1988
- Marital Status:- Married
- Home-Town:- Dhanbad,Jharkhand
Timeline
Manager-I(Band-L4)
Amazon
07.2022 - Current
Manager WFM
Wipro Ltd
12.2021 - 06.2022
Deputy Manager WFM/MIS
Wipro Ltd
03.2020 - 11.2021
AM WFM/MIS
Tech Mahindra
08.2018 - 03.2020
TL WFM/MIS
Tech Mahindra
12.2016 - 08.2018
Sr. Executive (WFM/MIS)
Tech Mahindra
07.2015 - 12.2016
Specialist MIS
Aegis Limited
08.2014 - 06.2015
Sr. Executive (WFM/MIS)
Tech Mahindra
02.2012 - 08.2014
Customer Care Associate
Tech Mahindra
03.2008 - 08.2011
Customer Care Associate
OMNIA BPO Services
09.2007 - 02.2008