Experience

West Unified Communications Services (formerly known as InterCall Asia Pacific)

• India
• Telecommunications
• 1 - 100 Employee

• Forecasting & Planning Specialist

  • Aug 2016 - Present

  • Establishing and updating the historical forecast, +13-week capacity planning and production planning, in such a way that optimal utilization of the project(s) can be realized. • Collecting, organizing and assessing data regarding the expected short- and medium-term production; Adjusting the production planning based on experience data and additional information of Delivery Manager and Client Team Manager.• Assist in identification of call volume trends & averages on an hourly, daily,Monthly, quarterly, & seasonal basis considering the holiday factor to the call volume.• Communicate necessary real time & adjust the workforce plan on forecasts & reforecast when necessary.• Labor scheduling: to help manage employees’ skills and compliance requirements more effectively.• Analyzing workload, vacation & absence records, training, meeting etc. for on-going historical trend analysis and planning & forecasting.• Reporting the planning information, both internally to Client Teams and to WFM Business Partner. Identifying the client’s needs & work accordingly to improve the process.• Implement productivity improvement through Six Sigma Techniques (Quality).• Strong analytical and problem solving skills.Scheduling:• Responsible for the personnel staffing of the assigned projects, in such a way that preset targets are met or approached as best as possible. Make, review and if necessary adjust the automatically (system) generated personnel planning, signal abnormalities, faults and shortcomings.• Manage long-term forecast / staff plan and lead monthly staff plan. • Adjustment of the production planning with given leave, sickness, training, other activities etc.• Approve/reject leave requests, availability scheme, shift trades, etc.• Publication of the schedules to the CSRs and other stakeholders• Signal and report possible bottlenecks/issues to the WFM consultant.• Keeping the planning documents up to date with regard to the projects, skills & availability. Show less

• Forecasting & Planning Specialist/Analyst

  • Aug 2016 - Present

• Sr. Post Call Service Specialist

  • Apr 2011 - Jul 2016

  • Demonstrated exceptional people management and leadership capabilities.• To regularly use knowledge base system (Sales force, ICRM, ICS, Citrix, Genesys) for decision support, self-learning and reasoning.• Team player, guide and motivate the Operations Executives and Mentor them.• Strong analytical skills with ability to identify systems strengths and weaknesses, and drive for continuous improvement.• Handles the tasks of North America & Asia Pacific region.• Improved the performance of the team by continuous coaching and feedbacks.• Supervise & coordinate the activities of Associates prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing. Show less



Mphasis

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Work Force Management Officer (Command Center)

  • Jul 2007 - Aug 2010

  Tenure: 19th July 2007 -5th Aug 2010. (3Yrs) Job Description: • Responsible for weekly workforce production and personnel costs versus expenses objectives. • Worked closely with the production manager to help update seasonal workforce needs prior to the summer and winter spike in business. • Lead weekly and daily staffing review meetings with management and intraday analysts detailing previous and current week’s performance and forecasted performance of remainder of current week and next week, while also identifying risks. • Work with Operational and Support teams to effectively plan all non-productive time Manage proactive approval and denial of discretionary activities; such as vacations, trainings, meetings, overtime • Track, analyse and report historical volumes, arrival patterns, HC, shrinkage etc and offer suggestions regarding areas of improvement • Responsible for generating quarterly workforce projections based on the upcoming production needs. • Created monthly report for management team that compared workforce costs to actual revenue production. • Responsible for maximizing efficiency and occupancy while meeting service objectives. • Oversee analysis and reporting of employee performance including schedule adherence. Show less