Sampada Tendulkar

Goal-oriented professional with over 13 years of experience in workforce Management across Multiple LOB's such as Business Process Services, Corporate Business Services, Energy & Utilities, Medical & Pharma services, Technology & Startups.

My Core skills are Analytics, Capacity Planning ,Consulting, Project Management , Long/Short term Forecast, Long/Short term HC Planning, Resource and Revenue optimization, Customer Service, Client Relationship, Contact Centre , People Management.

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Leading end-to-end WFM support including Forecasting, capacity planning, scheduling, RFP & resource planning & Resource repurposing.

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Design solutions to Enhance Billability, identify leakages and minimize Investment. Track/Review/Report progress.

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Conduct Analysis on Target VS Actuals OM/GM performance and drive solutions to improve the same in-Lieu with operations & Business Finance.

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Prepare LOB Level Performance Dashboards & review with Business Unit Leads & Business Finance Leads.

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Manage/develop the performance of 7 direct reportees, including coaching and performance reviews.

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Providing strategic consultative support and guidance to new as well as existing (Internal/External) clients in a capacity of WFM Manager

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Responsible to manage Targeted projects such as building in house WFM Capabilities, Non-Voice to Voice transition, Cost Reduction through Seat Utilization & Production Platform transitions etc with agile methodology.

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Actively Monitor Process performance, Agent Productivity during contract cooling off period to evaluate risk of potential SLA breech if any and share dollar impact with respective team.

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Support Quality blackbelt in glidepath creations with time & Motion.

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Prepare Long/Short term forecasts (Volume/Headcount/Attrition/Training Throughput), Build Schedules, Prepare & Review Capacity Plans with Operations

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Long /Short term Head Count planning

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Custodian of SIPOC & SOWs for accounts under Scope.

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Identify Automation Opportunities (Either Dashboards or Tracking Tools) & Deliver Solution in Collaboration with Analytics Team

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Hands on Experience on WFM tools such as Teleopti-Calabrio, Nice-InContact, LivePerson, Genesys WFM

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Demonstrated impeccable collaborative working.

I am a post graduate from India in Logistics & Supply Chain & Graduate in Management.