Yogananthan GopalaKrishnan

Developed a comprehensive skills table to track employee competencies.

• Monitored real-time call volumes and agent adherence, adjusting schedules to maintain 90% service levels during peak hours.
• Coordinated time-off requests and shift swaps to optimize scheduling.
• Analyzed trends in AHT and absenteeism, delivering insights to leadership for strategic staffing adjustments.
• Coordinated with supervisors for resource reallocation, minimizing queue waits in multi-channel environments.
  
• Produced daily/weekly KPI dashboards on productivity and shrinkage using Excel and BI tools.
• Tracked real-time system outages and telephony issues, coordinating with NOC and IT teams to redirect calls, minimizing service disruptions and restoring 95% queue stability within 30 minutes.
  
• Monitored ticket/call volume surges, quantifying outage impacts on AHT and shrinkage, reporting trends to leadership, and enabling proactive reallocations that reduced foregone revenue by 12%.
• Managed incident escalations during unplanned outages, sending SMS notifications and updating stakeholders via conference bridges, while logging issues for root cause analysis.
  
• Analyzed real-time ticket/call drivers during crises, acting as single point of contact to deploy business continuity plans and maintain SLA adherence above 88%.
• Outage & Incident - Outage tracking, root cause analysis, downtime resolution.
• Ticket/Call Handling - Call/ticket volume monitoring, escalation logs,multi-channel reporting.
• Ticketing Tool - Service Now.
  

• Oversaw resource planning, forecasting, and scheduling for major Voice project clients across multiple time zones, ensuring optimal resource allocation.
• Strategic Planning: Create mid-term and long-term monthly forecasts to support resource allocation and budget planning initiatives
• Process Optimization: Advise on short-term and long-term call handling capacity requirements and manpower planning to meet SLA targets
• Analytics & Reporting: Standardized productivity metrics (Agent Productivity, Utilization, Occupancy) ensuring consistent measurement and benchmarking across business units
• Tracked resource alignment to requirements, flagging deviations in real-time to prevent SLA breaches and maintain service level agreements.
• Created performance dashboards using Power BI to visualize key metrics.
• Supported operations and program management by performing administrative and analytical tasks to enhance project efficiency.
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• Forecasting: Developed mid-term (monthly) and long-term (quarterly) forecasts to inform resource and budget planning decisions
• Capacity Planning: Advised on call handling capacity and manpower requirements, optimizing cost-efficiency while maintaining service quality
• Portfolio Management: Managed WFM metrics and SLA compliance for multiple Line of Businesses (LOBs) across diverse client engagements
• Performance Strategy: Presented data-driven WFM strategies in client performance review meetings, enhancing operational metrics across multiple engagements
• Metrics Analysis: Conducted productivity, shrinkage, and abandon analysis; recommended program improvements that sustained SLA compliance
• Productivity Initiatives: Participated in multiple productivity improvement projects with continuous weekly monitoring and reporting to service delivery leadership
• RFP Support: Contributed WFM insights for Request for Proposal responses to prospective clients
• Pricing Advisory: Informed pricing strategy recommendations based on achievable Agent Utilization, FTE requirements, and Seat Utilization benchmarks

• Strategic Leadership: Led WFM functions for major clients including managing operations across multiple geographies and time zones
• Resource & Scheduling: Executed resource planning, forecasting, and scheduling for complex, multi-site operations with erratic demand patterns
• Notable Achievement: Successfully transformed scheduling process for program with erratic demand patterns, resulting in improved resource utilization and cost efficiency.
• Process Demonstrations: Explained and demonstrated WFM processes to client stakeholders and senior management to facilitate understanding and support for implementation
• Operational Updates: Distributed process updates and performance insights to operations teams and floor managers to enhance operational alignment and decision-making
• Attendance Management: Published daily unit attendance reports to HR/Payroll teams; managed AWOI lists and tracked shift-wise absenteeism to ensure accurate workforce planning

• Operational Excellence: Successfully led major project to #1 position against 5 competing vendors through strategic resource optimization and superior WFM execution
• Productivity Transformation: Increased Agent Productivity percentage from 56% to 68% through data-driven interventions and process optimization - a 12-percentage-point improvement
• Back-Office Operations: Managed resource planning and allocation for back-office projects, optimizing workflow and enhancing project delivery
• SLA Compliance: Ensured daily asking rates and targets were met through rigorous data collection and segregation, contributing to consistent service level adherence
• Trend Analysis: Analyzed collected data for trends, seasonality, and other variables impacting planning and scheduling accuracy
• Administrative Support: Provided back-office support for operational programs and managed administrative tasks, streamlining processes for improved operational efficiency