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
undefinedAccomplishments
- 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
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