Vikrant A. Kumar Saxena

• Strategic and results-oriented professional with extensive experience in manpower planning, workforce management, capacity and demand forecasting, scheduling, billing governance, and business analysis for Spotify business operations at Concentrix Daksh Services, India Pvt. Ltd. Proven expertise in leading end-to-end planning cycles, optimizing staffing models, controlling operational costs, and ensuring billing accuracy in alignment with contractual SLAs. Highly proficient in NICE IEX, Tableau, and advanced Excel (including VB scripting, macros, complex formulas, dashboards, and automation) to deliver data-driven insights and improve operational efficiency. Demonstrated ability to present clear, impactful reports and business insights to senior internal stakeholders and clients, driving informed decision-making and continuous process improvement in fast-paced, high-volume environments.

• As a Manager, I am responsible for collecting, analyzing, and interpreting raw data to identify trends, patterns, anomalies, and actionable insights that support strategic decision-making. I collaborate closely with cross-functional teams and senior management to develop and optimize data-driven strategies that enhance operational efficiency, improve process quality, and drive profitability. My role includes identifying and validating new data sources, preparing comprehensive reports and executive-level presentations, and influencing key business decisions. I work with leadership to define project objectives, budgets, timelines, and performance metrics, while monitoring progress and evaluating outcomes. Additionally, I implement and maintain robust data governance policies to ensure data security, accuracy, and compliance throughout the data lifecycle. I continuously review and enhance analytics processes, methodologies, and tools to improve efficiency and reliability. I also support business growth by preparing and validating sales targets, developing sales commission policies, and ensuring accurate validation of sales data. I bring strong analytical, problem-solving, and communication skills, with the ability to clearly summarize and explain complex information to diverse stakeholders.

I manage end-to-end workforce planning activities including capacity planning (monthly, two-month rolling, and weekly), forecasting, scheduling, and weekly rostering based on forecasted demand. My responsibilities include developing day-wise and interval-wise forecasts to ensure optimal staffing levels and operational efficiency. I oversee manpower planning, ID management through client hierarchy software, QPA tracking, and the preparation of high-impact presentations for weekly and quarterly business reviews. I handle all real-time operational reporting, including attendance, agent performance, shrinkage, attrition, and hourly, mid-day, and end-of-day performance dashboards, along with payroll and billing data across all processes. I initiated and managed MPF (Manpower Planning Forecast) and EWS (Early Warning Signals) to proactively identify risks, forecast workloads, and align staffing to meet service levels within defined turnaround times. Additionally, I prepare comprehensive performance and efficiency reports for all lines of business, supporting continuous improvement initiatives. I have supported multiple high-volume processes including Goibibo, MakeMyTrip, DDA, Welbuilt, Dr. Lal Path Lab, 1MG, Swiggy, ShopX, Ixigo, and Flipkart

I was responsible for comprehensive management reporting, including the analysis of target versus achievement to support performance tracking and strategic decision-making. My role includes manpower planning, HRMS updates, and detailed workforce reporting to ensure data accuracy and operational alignment. I manage tenders and contract planning, along with budget planning for expenses and purchases, ensuring cost control and efficient resource utilizatiI contribute to the development and execution of marketing and sales strategies, including the analysis of competitor business strategies and the implementation of online promotional initiatives.ves. Additionally, I handle internal and client reporting using advanced Excel and Access-based dashboards to deliver accurate, timely, and actionable insights to stakeholders.

I oversee target and budget planning supported by effective database management to ensure accurate tracking and informed decision-making. My responsibilities include manpower, business analysis, preparation of BDPs (Business Development Plans), and supporting business expansion initiatives. I manage approval processes and deliver structured management reporting, including daily progress reports on sales performance against targets. Additionally, I conduct competitive analysis, monitor SSPs, and control other operational expenditures to ensure financial discipline, and sustained business growth.

As Head of MIS, I was responsible for end-to-end capacity planning, scheduling, and weekly rostering to ensure optimal workforce utilization. I led manpower planning, ID management, and complete dialer operations while serving as the key point of contact for client interactions. My role included preparing and delivering accurate internal and client-facing MIS reports, providing actionable insights to support operational performance, service level adherence, and management decision-making.

In my role as Assistant Manager, I managed manpower and capacity planning, scheduling, and weekly rostering to ensure efficient workforce deployment. I oversaw ID management, acted as a liaison for client interactions, and prepared accurate internal and client-facing reports to support operational performance and business objectives.

As a Team Leader, I was responsible for internal and client reporting, ensuring accurate and timely insights to support operational decisions. I managed ID administration, coordinated client interactions, and handled real-time monitoring, forecasting, roster planning, and scheduling to optimize workforce efficiency and service delivery.

In this role, I managed real-time floor monitoring through Symposium and provided comprehensive reporting to clients and internal management. This included agent productivity, attendance tracking, daily snapshots, weekly and monthly dashboards, post-mortem analyses, shrinkage, scheduler, leakage, SAR (Site Adherence Report), PACS-related reports, RCA (Root Cause Analysis), absenteeism, and resignation/termination reports. I ensured smooth site operations with minimal business disruption while supervising workforce movement, performance, and adherence to operational standard

In this role, I monitored the operations floor using GRTD and Symposium, ensuring real-time tracking of agent performance and call metrics. I prepared detailed reports for clients and internal management, including agent statistics, call statistics, CHC reports, hourly reports, weekly performance dashboards, and monthly performance summaries. Additionally, I handled forecasting, manpower planning, and scheduling to optimize workforce efficiency and maintain service level adherence.