YAGYESH SARDA

• Leading a team of Sr Analyst and Analysts delivering capacity planning, intraday resource management, queue management and performance reporting across multiple global lines of business.
• Acted as a change champion for the adoption of new workforce tools and processes, ensuring a smooth rollout and business acceptance.
• Partnered with leaders on headcount planning, identifying cost-saving opportunities, while safeguarding service levels.
• Delivered executive dashboards, productivity tracking, and insights to measure the impact of WFM initiatives.
• Drove cultural change by data-led decision-making and onboarding team and stakeholders

Key Transformation Projects

• Atrium Platform Migration - Led the transition from pull to push routing in messaging channels; improved agent utilization and customer experience.
• Global English Support Model - Rolled out global English support; improved staffing efficiency, reduced friction, and lowered costs.
• Olympics Working Group - Represented WFM during Olympics 2024 event as Airbnb was one of the sponsors; ensured workforce readiness along with performance reporting on different slices (daily, weekly) for the global event.
• New Site Launches - Provided workforce planning, staffing models, performance frameworks, and training for partner WFM teams to comply with Airbnb standards.

• Supported cap planning, scheduling, KPI measurement, and partner governance across global operations.
• Designed training and onboarding programs to strengthen WFM capability.
• Delivered impact analysis and forecasting updates aligned with business requirements.

• Responsible for capacity and resource planning for multiple global clients, with diverse commercial models.
• Developed 13-week rolling forecasts to guide operational planning and cost management.
• Supported new client onboarding and process improvement initiatives to optimise staffing efficiency.

• Managed real-time SLA monitoring, downtime escalations, and workforce alignment across global sites.
• Produced regular performance and productivity reports for senior leadership.
• Trained new team members and standardized reporting processes, enabling greater consistency and accuracy.

• Supported UK telecom customers with account management, billing, and escalations.
• Promoted add-on services, driving customer satisfaction and client revenue.
• Acted as team lead in absence of supervisor, managing performance and attendance.

• Maintained client database and daily financial records.
• Prepared MIS reports, balance sheets, and P&L statements to support management decisions.