Hem Singh

Responsible for maintaining strong relationship between operations and WFM team using realistic scenarios. My major contribution is to explore how performance impacts operations, the process of forecasting calls, calculating staff requirements, scheduling staff, and tracking service level through sharing inputs and organizing meetings and presentations.

BT WFM Expert - BT Global Business Services Pvt. Ltd - Gurugram, Haryana

(2023-04)

• Establishing, promoting, and standardizing activities and processes across forecasting, capacity planning, scheduling and real-time operation.
• Collaborating with various stakeholders to understand business requirements and translating them into WFM capacity plans.
• Maintains ongoing HC planning meetings with key stakeholders to keep pulse with upcoming team movements, attrition, and suggesting hiring when needed to maintain plan.
• Maintaining HC Actuals/Projections, Shrinkage/Attrition Trends and raising alarms when required
• Analyzes and develops weekly recommendations for scheduling and uses staffing requirements, call center and operations schedules to determine required staffing levels to ensure the organization's ability to meet operational commitments.
• Managing the Client calls on daily/Weekly basis regarding the performance report of staffing numbers.
• Preparing daily and Weekly performance reports.

Process Lead - Capgemini Technology Services India Limited - Noida, U.P

(2021-10 - 2022-08)

• Responsible for all scheduling problems with accurately and manage staff schedules.
• Client calls handling on weekly/monthly basis for FTE planning.
• Responsible for new hire employee bidding and planning setup.
• Analyzes and develops weekly recommendations for scheduling and uses staffing requirements, call center and operations schedules to determine required staffing levels to ensure the organization's ability to meet operational commitments.
• Performs other related duties as assigned.
• Makes adjustments and recommendations for optimizing scheduling to maximize service and quality.

WFM Analyst - Teleperformance DIBS, Gurgaon (CWT Acquisition) - Gurgaon, Haryana

(2018-09 - 2021-10)

• Sharing monthly rosters with the help of monthly scheduling and keeping service level under priority for different locations.
• Short term forecasting based on long term forecasting & historical data and keeping peak high / low volume variance under consideration.
• Working with leaders & managers for calculating long term forecasting.
• Working on shrinkage percentage on priority in discussion with operation weekly / monthly meetings.
• Working on Capacity planning with helps of leaders and calculate FTE requirement with help of scheduling.
• Preparing daily, Weekly and monthly Agent & skill level performance report.
• Client calls handling on daily and weekly basis.

Sr. WFM Representative - Concentrix Daksh India Pvt Ltd. - Gurgaon, Haryana

(2014-04 - 2018-09)

• Floor Management and Checking for Login Scheduled time ensure.
• Supporting Operations to meet Service Levels.
• Monitoring queue performance and supporting ops to increase efficiency.
• Monitoring schedule adherence, real time attendance and shrinkage.
• Making real time plan to fill the gap between actual and planned.
• Projecting the service level for the upcoming intervals and then planning to meet the Service Level.

Bachelor of Computer Applications - Computer Application - Punjab Technical University (2010)