Vinay Mandora
Faridabad
Summary
Dynamic workforce management professional with over eight years of experience at Teleperformance, excelling in forecasting and capacity planning. Proven track record in client relationship management and delivering actionable insights that enhance operational efficiency. Adept at optimizing resource allocation and driving team performance to meet service targets.
Overview
16
16
years of professional experience
Work History
Manager - WFM
Teleperformance
Gurgaon
02.2023 - 10.2025
- Accumulated over eight years of experience in workforce management across the food, hospitality, and retail sectors.
- Interacted effectively with clients and all levels of management and team members.
- Analyzed performance reports to deliver actionable suggestions and recommendations.
- Identified issues and developed innovative resolutions for operational challenges.
- Led long- and short-term forecasting for inbound campaigns to optimize resource allocation.
- Ensured staffing and resource availability aligned with forecasted volumes.
- Conducted weekly discussions on staffing and manpower with operations and leadership teams.
- Tracked and reported daily absenteeism, service levels, and performance metrics.
Assistant Manager - WFM
Teleperformance
Gurugram
03.2020 - 01.2023
- Accumulated over eight years of experience in workforce management across the food, hospitality, and retail sectors.
- Interacted effectively with clients and all levels of management and team members.
- Analyzed performance reports to deliver actionable suggestions and recommendations.
- Identified issues and developed innovative resolutions for operational challenges.
- Led long- and short-term forecasting for inbound campaigns to optimize resource allocation.
- Ensured staffing and resource availability aligned with forecasted volumes.
- Conducted weekly discussions on staffing and manpower with operations and leadership teams.
- Tracked and reported daily absenteeism, service levels, and performance metrics.
Team Leader - WFM
Teleperformance
06.2018 - 03.2020
- Accumulated over eight years of experience in workforce management across the food, hospitality, and retail sectors.
- Interacted effectively with clients and all levels of management and team members.
- Analyzed performance reports to deliver actionable suggestions and recommendations.
- Identified issues and developed innovative resolutions for operational challenges.
- Led long- and short-term forecasting for inbound campaigns to optimize resource allocation.
- Ensured staffing and resource availability aligned with forecasted volumes.
- Conducted weekly discussions on staffing and manpower with operations and leadership teams.
- Tracked and reported daily absenteeism, service levels, and performance metrics.
Senior Team Leader - Operations
DishTV India Ltd.
07.2014 - 06.2018
- Acted as liaison between operations, IT, and senior leadership.
- Designed weekly staffing plans and agent rosters.
- Oversaw daily dashboards, scheduling, and staff performance metrics.
- Maintained compliance with ACHT and service targets.
Customer Service Associate - Inbound
Dish TV India Ltd.
12.2010 - 02.2012
- Resolved customer queries while meeting quality and ACHT targets.
- Maintained high customer satisfaction scores.
Customer Service Associate - Inbound
Trinet Solutions Pvt. Ltd.
08.2009 - 10.2010
- Delivered excellent customer support in line with service KPIs.
- (Idea Process)
Education
Bachelor of Arts (B.A.) -
M.D. University
Rohtak01.2011
12th -
HBSE Board
01.2007
10th -
HBSE Board
01.2005
Skills
- Client relationship management (CRM)
- WFM solutions for RFPs
- Volume projection
- Forecasting techniques
- Capacity planning
- Scheduling / RTA, business analytics and reporting
- Budget modelling, billing models (FTE/transactions, PCM, etc)
- Roster Managerment
Personal Information
- Date of Birth: 05/08/89
- Marital Status: Married
Timeline
Manager - WFM
Teleperformance
02.2023 - 10.2025
Assistant Manager - WFM
Teleperformance
03.2020 - 01.2023
Team Leader - WFM
Teleperformance
06.2018 - 03.2020
Senior Team Leader - Operations
DishTV India Ltd.
07.2014 - 06.2018
Customer Service Associate - Inbound
Dish TV India Ltd.
12.2010 - 02.2012
Customer Service Associate - Inbound
Trinet Solutions Pvt. Ltd.
08.2009 - 10.2010
Bachelor of Arts (B.A.) -
M.D. University
12th -
HBSE Board
10th -
HBSE Board