Thane, Maharashtra, India
Accomplished Leader with international experience in BPO industry, involving both start up and growth organization. Result oriented, decisive leader with proven success in WFM & Operational excellence. o 20 years of progressively responsible experience managing a diverse range of functional business areas, specializing in Operations and WFM o Core insight into WFM expertise – dealing with forecasting, staffing/scheduling, MIS and RTQM on field experience o MS-Office wizard with tremendous exposure to MS-Excel and working on Macros along with MS-Word / Power-point o Planning and implementing systems / changes for enhancing the satisfaction levels of the clients OPERATIONS o Service Delivery Agreement o Process Transition o Client Relationship Management o Customer Service, Sales ( Voice & Non-Voice) o Email, Chat and Back Office Support WORK FORCE MANAGEMENT o Forecasting, Staffing & Scheduling o MIS Reporting o Real-Time Queue Management o MS-Office and Macros
BFSI Vertical
o Collecting, analyzing and reporting historical center and agent performance statistics. o Collection and analysis and reporting of historical agent performance statistics o Manage short-term and long-term forecast for staff plan and leading monthly staff plan meeting with Senior Management. o Working with HR, Recruiting and Training to coordinate the hiring and training of new starter agents. o Working with training and operations to coordinate multi-skill training for existing agents. o Participation and playing a key role in Weekly/Monthly and Quarterly Business Reviews and ensuring increase in numbers across key metrics in client scorecard quarter on quarter. o Supported on RFP & RFI (Request for Proposal & Request for Information) for new business ventures. o Liaised for Business Contingency Planning with BCP Team, IT and Facilityenable smooth transition. o Monitoring, handling & managing tools on a regular basis and suggesting improvements. o Recognizing and recommending operational and support improvements. o Managing 12 WFM personnel’s to cater Offshore centre. o Preparation of Shift Schedules & Staff tallies as per Business Requirements based on Client o Projections on inbound arrival pattern as agreed with Supplier, also Schedule Adherence / Compliance. o Planning Manpower utilization, Seat Utilization, Resource Utilization, Seat plan and Ramp plans according to marketing forecast. o Working closely with Transport Help Desk to sync operation shifts in line with logistics and work towards ceiling utilization. o Preparing Annual Performance data base of all the agents across different clients for annual appraisal. MIS and Ad hoc reporting [Daily, Weekly, Monthly, Quarterly and Annually] o Handle RTQM to ensure an adept and effective orientation towards the achievement of Target Service Level, Chat/email/correspondence handling, Occupancy and Utilization metrics. o Real Time Skill group changes, based on email/chat flow across multiple Line of Business
KEY FUNCTIONS • WFM Operations o Collecting, analyzing and reporting historical center and agent performance statistics. o Collection and analysis and reporting of historical agent performance statistics o Manage short-term and long-term forecast for staff plan and leading monthly staff plan meeting with Senior Management. o Working with HR, Recruiting and Training to coordinate the hiring and training of new starter agents. o Working with training and operations to coordinate multi-skill training for existing agents. o Participation and playing a key role in Weekly/Monthly and Quarterly Business Reviews and ensuring increase in numbers across key metrics in client scorecard quarter on quarter. o Supported on RFP & RFI (Request for Proposal & Request for Information) for new business ventures. o Monitoring, handling & managing multiple client provided tools on a regular basis and suggesting improvements. o Recognizing and recommending operational and support improvements. o Managing 30 WFM personnel’s to cater both Offshore and Client centers. o Staffing and Scheduling o Attending Flash Calls, Staffing, Training and Conference Calls with client o Planning Manpower utilization, Seat Utilization, Resource Utilization, Seat plan and Ramp plans according to Client forecast. Utilization of available resources and deriving desired output with minimum resources o MIS Reporting o Produce intra-day reports including service level metrics, volume and staffing variance reports, and post-mortem analysis. o Preparing Annual Performance data base of all the agents across different clients for annual appraisal. MIS and Ad hoc reporting [Daily, Weekly, Monthly, Quarterly and Annually]. o Produce Daily/Weekly/Monthly/Quarterly/Annually agent/queue/channel wise numbers along with supporting commentary