Summary
Overview
Work History
Education
PERSONAL DOSSIER
Timeline
Generic

Vinay Mandora

Faridabad

Summary

A result oriented professional with 10+ years of experience Operations, Process Enhancement, & WFM. Presently associated with Teleperformance Global Services Pvt LTD. as Assistant Manager WFM.

Overview

16
16
years of professional experience

Work History

WFM Manager

Teleperformance
Gurugram
03.2020 - Current
  • Developed workforce management strategies for optimal resource allocation.
  • Analyzed staffing patterns to improve scheduling efficiency and effectiveness.
  • Collaborated with cross-functional teams to enhance operational workflows.
  • Implemented tools for real-time performance monitoring and reporting.
  • Mentored junior staff on best practices in workforce management processes.
  • Conducted training sessions to ensure compliance with company policies.
  • Oversaw data integrity in workforce management systems for accurate reporting.
  • Ensured appropriate coverage levels were maintained at all times while minimizing labor expenses.
  • Facilitated communication between departments regarding changes in shift patterns or staffing requirements.

Assistant Manager (WFM)

Teleperformance
Gurugram
03.2020 - 04.2021
  • Long Term and Short Term Forecasting for All Inbound Campaigns.
  • Long term / Short term planning to ensure adequate availability of resources as per project requirement.
  • Capacity planning for right sizing of campaigns
  • Weekly staffing calls with operations to avoid any gaps in scheduling.
  • Daily service level calls with client to discuss about previous day service level.
  • Weekly manpower discussion with higher management.
  • Daily synopsis to Client and operations.
  • Daily Absenteeism report to operations and weekly to client.
  • Responsible for managing the service levels through Forecasting, Staffing & Scheduling for all inbound campaigns.
  • Responsible for Analyzing and adjusting staffing to maximize efficiency and service level requirements
  • Responsible to Manage Daily Adhoc from Client & Operations.

Team Leader (WFM)

Teleperformance
06.2019 - 03.2020
  • Long Term and Short Term Forecasting for All Inbound Campaigns.
  • Long term / Short term planning to ensure adequate availability of resources as per project requirement.
  • Capacity planning for right sizing of campaigns
  • Weekly staffing calls with operations to avoid any gaps in scheduling.
  • Daily service level calls with client to discuss about previous day service level.
  • Weekly manpower discussion with higher management.
  • Daily synopsis to Client and operations.
  • Daily Absenteeism report to operations and weekly to client.
  • Responsible for managing the service levels through Forecasting, Staffing & Scheduling for all inbound campaigns.
  • Responsible for Analyzing and adjusting staffing to maximize efficiency and service level requirements

Senior Team Leader (WFM)

Teleperformance
11.2016 - 06.2018
  • Hands on experience in Real time Analyst and Real time Reporting
  • Identify call volume trends and average on a weekly, monthly, quarterly and seasonal basis
  • Roster Adherence
  • Monitor Operations agent and/or agent group adherence
  • Identify opportunities to improve staff balancing and overall operational performance
  • Make/propose improvements to work products, services or processes.
  • Daily analysis dashboard
  • Coordination between partners and Support Teams regarding IT related issues.
  • Publishing daily / monthly performance report of all Sites.

Senior Team Leader (operations)

Teleperformance
07.2014 - 11.2016
  • Login hrs Compliance
  • ACHT Trend (tenure and Leadership wise)
  • Roster Adherence
  • Scheduled Attainment
  • Staffing Planner on weekly basis.
  • Agent wise Roster.
  • Daily analysis dashboard
  • Coordination between partners and WFM regarding IT related issues.
  • Coordination between higher management and operations.
  • Publishing daily / monthly performance report of all Sites.

Team Leader (operations)

Teleperformance
02.2012 - 07.2014
  • Login hrs Compliance
  • ACHT Trend (tenure and Leadership wise)
  • Roster Adherence
  • Scheduled Attainment
  • Staffing Planner on weekly basis.
  • Agent wise Roster.
  • Daily analysis dashboard

Customer Service associate (Inbound Process)

Dish TV India ltd
12.2010 - 02.2012
  • Taking calls and giving solutions to customer’s queries keeping in mind the Quality guidelines.
  • Maintain the ACHT as per the target given.
  • Maintain the Customer Satisfaction Score

Customer Service associate (Idea! Inbound Process)

Trinet Solutions Pvt.ltd
08.2009 - 10.2010
  • Taking calls and giving solutions to customer’s queries keeping in mind the Quality guidelines.
  • Maintain the ACHT as per the target given.
  • Maintain the Customer Satisfaction Score

Education

Graduate (B.A.) -

M.D. University
Rohtak
01.2011

12th -

HBSE Board
01.2007

10th -

HBSE Board
01.2005

PERSONAL DOSSIER

  • Father’s Name: Late Mr. Baldev Raj
  • Date of Birth: 1989-05-08
  • Contact Address: H no. 604/C SGM Nagar NIT Faridabad-121001
  • Marital Status: Married.

Timeline

WFM Manager

Teleperformance
03.2020 - Current

Assistant Manager (WFM)

Teleperformance
03.2020 - 04.2021

Team Leader (WFM)

Teleperformance
06.2019 - 03.2020

Senior Team Leader (WFM)

Teleperformance
11.2016 - 06.2018

Senior Team Leader (operations)

Teleperformance
07.2014 - 11.2016

Team Leader (operations)

Teleperformance
02.2012 - 07.2014

Customer Service associate (Inbound Process)

Dish TV India ltd
12.2010 - 02.2012

Customer Service associate (Idea! Inbound Process)

Trinet Solutions Pvt.ltd
08.2009 - 10.2010

Graduate (B.A.) -

M.D. University

12th -

HBSE Board

10th -

HBSE Board

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Vinay Mandora