Director Operations Support/Strategy, Global WFM Head - ZScaler - Bangalore
(2025-05)
Strategic Workforce Management: Oversee Workforce Management (WFM) support across Scheduling, Real-Time Adherence (RTA), Reporting, Financial Planning, and Vendor Management.
- Daily Planning: Volume forecasting and staff scheduling covering In-House and Vendor Partners.
- Weekly Planning: Schedule adjustments, including overtime planning.
- Monthly Forecasting: Accurate projections of staffing needs.
- Performance Measurement: Tracking and analysing results.
- Developed and maintained advanced capacity planning tools to forecast customer demand across multiple channels, producing accurate hourly, daily, and monthly volume projections that translated into staffing and hiring forecasts.
- Optimized business operations leading to 25% decrease on case transfers leading a improved Resolution Rate.
- Implemented business transformation strategy that achieved 15% reduction in operating cost.
- Redesigned system routing maps to ensure a 32% reduction in manual override of cases.
Associate Director - Concentrix - Bangalore
(2024-04 - 2025-05)
Group Leader - Concentrix - Bangalore
(2022-01 - 2024-03)
Strategic Workforce Management: Oversee Workforce Management (WFM) support across Scheduling, Real-Time Adherence (RTA), Reporting, Financial Planning, and Client Relationship Management for a workforce of 10,000+ across 11 countries.
- Contract Management: Manage client relationships and contractual agreements to secure cost-effective services, improve SLAs, and ensure compliance with labor regulations. Negotiated cost-saving clauses that reduced costs by 1.6 Mn for clients and 6.3% through HC efficiency within WFM global team.
- Financial Planning & Budget Management: Collaborate with finance teams to create and manage annual workforce budgets totalling USD 300Mn annually. Achieved a 3.4% cost reduction through optimized resource allocation, reducing overtime intake.
- Team Leadership & Development: Lead a team of 200+ workforce managers and analysts, providing mentorship, implementing training programs, and promoting a data-driven approach to workforce optimization.
- Established and led a responsive Resource Planning team focused on meeting critical staffing needs, delivering end-to-end planning through:
- Daily Planning: Volume forecasting and staff scheduling.
- Weekly Planning: Schedule adjustments, including overtime planning.
- Monthly Forecasting: Accurate projections of staffing needs.
- Performance Measurement: Tracking and analysing results.
- Developed and maintained advanced capacity planning tools to forecast customer demand across multiple channels, producing accurate hourly, daily, and monthly volume projections that translated into staffing and hiring forecasts.
- Set and communicate clear goals, objectives, and performance standards across all team levels, establishing alignment with cross-functional partners.
- Conducted risk assessments and implemented preventive actions to address potential operational risks and challenges.
Senior Manager - Startek Ltd - Bangalore
(2018-08 - 2022-01)
- Led end-to-end Workforce Management (WFM) activities for 3,500+ FTE across three locations in India, covering capacity planning, scheduling, hiring forecasts, and invoicing across all projects.
- Oversaw budgeting for all accounts, ensuring financial alignment and accuracy across projects.
- Analysed cost and revenue variances to identify leakage points, providing actionable recommendations to operations teams to enhance efficiency and reduce losses.
- Engaged with senior operations leadership in weekly meetings to discuss performance gaps, present data-driven insights, and propose effective solutions for improvement.
Manager - Hinduja Global Solutions - Bangalore
(2017-10 - 2018-07)
- Managed Workforce Management (WFM) activities for businesses with 4,000+ FTE, focusing on capacity planning, hiring forecasts, and billing across multiple projects.
- Enhanced schedule efficiency by implementing diverse scheduling strategies aligned with business needs.
- Analysed business trends, occupancy levels, and provided actionable recommendations to operations teams for improved performance.
- Supported Request for Proposals (RFPs) by calculating FTE requirements for both standalone and blended processes, contributing to effective workforce planning for new business proposals.
- Collaborated with senior operations leadership in weekly meetings to address performance gaps and propose solutions to bridge them effectively.
- Gained experience across various support channels, including inbound/outbound calls, email, and chat.
- Mentored team members to enhance forecast accuracy, improve scheduling efficiency, and overcome operational challenges, continuously monitoring and driving performance improvements.
Manager - Firstsource Solution Limited - Bangalore
(2013-02 - 2017-10)
- Led the Resource Planning and Real-Time Management teams across Mumbai and Bangalore, overseeing effective workforce planning for diverse delivery models.
- Directed capacity planning for 1,400+ FTE across both locations to ensure optimal staffing and resource allocation.
- Managed budgeting and forecasting in close partnership with clients to maintain alignment with program goals and financial objectives.
- Conducted regular performance reviews with clients to discuss key metrics and drive continuous improvement.
- Successfully implemented Variable Pay (VP) and Target Operating Group (TOG) structures for a team of 600+ staff, earning a certificate of appreciation from the President of the Customer Group.
Process Leader - Firstsource Solution Limited - Belfast/Cardiff UK
(2012-03 - 2013-02)
- Led Resource Planning and back-office functions, coordinating closely with IT and Marketing to enhance operational efficiency within the contact center.
- Oversaw operational management and budget development, ensuring alignment with business objectives and effective cost control.
- Identified and implemented process improvements through strategic planning and optimization, uncovering key areas for efficiency gains and streamlining workflows.
- Introduced best practices in Resource Planning, reporting, and structural improvements to support the growth and performance of the contact center.
- Engaged in effective stakeholder management across business areas, fostering collaboration and aligning with broader organizational goals.
- Restructured the Resource Planning team, introducing best-practice processes that enhanced employee engagement and strengthened the team's value to the business.
- Recognized key opportunities to improve the Workforce Management system, achieving optimal occupancy levels and better schedule alignment with traffic peaks and troughs.
- Streamlined capacity planning processes, redefining shrinkage management and off-phone activity reporting, leading to significant service gains.
- Established new contingency plans for daily incident management, setting response standards and improving incident tracking and reporting.
- Developed a segment delivery report to measure and enhance performance against client requirements, ensuring accountability and quality service delivery.
Process Leader - Firstsource Solution Limited - Bangalore
(2005-03 - 2012-03)
- Progressed from Customer Service Advisor to roles of increasing responsibility, gaining expertise across multiple work streams, including Real-Time Analysis, Scheduling, and Capacity Planning.
- Advanced from Real-Time Analyst to Team Executive, eventually leading as a Process Leader overseeing Real-Time Analysts (RTA) and Schedulers.
- Led the introduction of a Real-Time Monitoring process, initially implemented for one skill set and later expanded to two additional work streams, improving overall segment delivery tracking.
- Enhanced the scheduling process by implementing fortnightly and monthly schedules, resulting in improved Employee Satisfaction (ESAT) ratings.
- Optimized the staffing model, increasing planned Billable Hours per Agent (BHPA) from 6.5 to 7.2, which directly contributed to a reduction in transport costs.
