Senior Manager – Workforce and MIS at GeBBs Healthcare Solutions (2023-11 – Present)
Leading a Workforce Management department with 50+ employees, including Managers, Assistant Managers, and Executives across multiple organizational locations. Responsible for driving operational excellence through strategic workforce planning, resource optimization, performance management, and cross-functional leadership to support business objectives and enhance overall productivity.
- Managing global capacity and resource planning across multiple verticals and locations to ensure optimal workforce utilization and operational efficiency.
- Driving improvements in gross margin and EBITDA through strategic and focused capacity planning initiatives.
- Enhancing profitability at underperforming locations by implementing effective capacity planning and operational optimization strategies.
- Leading workforce planning and hiring analysis across all departments by evaluating business requirements against existing headcount capacity and future resource needs.
- Managing workforce scheduling for call center operations across multiple locations, including stakeholder discussions and schedule optimization to address productivity challenges and business requirements.
- Reviewing RFPs, new business schedules, and FTE calculations for call center operations to ensure accurate resource planning and operational readiness.
- Managing a team of 9 Real-Time Analysts across multiple geographic locations, ensuring effective workforce coordination and operational efficiency.
- Overseeing reporting functions through the RTA team, delivering hourly, daily, weekly, and monthly performance reports to support business operations and decision-making.
- Managed the MIS team and oversaw reporting related to stack ranking, employee performance, incentives, and compensation for operations across India and Manila.
- Led the Ops MIS team responsible for operational reporting, including quality metrics, work allocation, and ad hoc reports based on seasonal business requirements and client requests.
- Streamlined reporting processes by reducing Excel-related workload for Team Leaders and Operations Managers across locations through enhanced MIS support, contributing to improved project performance and operational efficiency.
- Partnered closely with Business Unit Heads to develop and maintain optimal capacity plans, ensuring seamless service delivery and alignment with business objectives.
- Provided proactive insights and recommendations to executive leadership on business trends, workforce utilization, capacity risks, and resource optimization opportunities.
- Collaborated with Finance teams to monitor, control, and optimize operational costs, including workforce and facility-related expenses, while supporting budgetary goals.
- Served as the primary point of contact for investors, delivering detailed analyses and reporting on employee costs, facility expenditures, and workforce-related financial metrics.
- Worked closely with HR and Talent Acquisition teams to analyze performance metrics, workforce trends, hiring requirements, and recruitment effectiveness to support business growth.
- Conducted impact assessments of RPA and automation initiatives, evaluating their effect on workforce requirements, cost optimization, productivity improvements, quality outcomes, and achievement of client performance targets.
Manager – Workforce Management at J P Morgan Chase (2019-04 – 2023-11)
- Creating and maintaining capacity Planner (Resource planner) for different lines of business as per the requirements.
- Meeting with the Finance teams to discuss the financial reports and changes in the upcoming budgets.
- Connecting with Business leaders to discuss and resolve any challenges, issues and concerns within upcoming months.
- Headcount discussion with the finance teams and business.
- Connecting with the team to discuss the performance of the previous months.
- Connecting with the team to discuss the forecast and any factors affecting the forecast.
- Discussion with the team once the forecast has been divided into daily volume and AHT forecast.
- Discussion on creating the forecast at interval level so that the scheduling team can use it to create schedules.
- Discussing the daily forecast created by the forecasting team with the scheduling team.
- Connecting with the scheduling teams to discuss the headcount management basis the forecast and any challenges in the upcoming weeks.
- Discussing and suggesting any scheduling changes as per any changes in upcoming forecast or any headcount loss.
- Meeting with real time teams to discuss any overtime or VTO to be approved in the upcoming weeks.
- Discussing reports created by the Real time team on a regular basis to review performance of the business.
Assistant Manager – Workforce Management at Teleperformance (2014-05 – 2019-04)
- Managed workforce planning, forecasting, scheduling, and real-time operations.
- Led scheduling and RTA teams to support service level targets.
- Coordinated hiring requirements with Operations and Recruitment teams.
- Tools: Avaya CMS, Blue Pumpkin, Impact 360.
Sr. Associate MIS & Customer Service at Wipro BPO (2010 – 2014)
- Managed scheduling, roster planning, MIS reporting, and Excel-based reporting templates.
Software Programmer at Integra Systems (2009 – 2010)
- Developed ASP.Net and Oracle-based applications and database procedures.
Sales & Marketing at Multiple Organizations (2004 – 2008)
- Managed sales operations and teams across multiple organizations.
