Sachin Hiremath

Performance-driven Workforce Management Executive with 5+ years of experience in optimizing service delivery, real-time queue monitoring, workforce analytics, and schedule adherence across large contact center environments. Proven expertise in SLA management, reporting automation, incident assignment, and operational improvement initiatives. Skilled in workforce planning, KPI reporting, queue management, and cross-functional collaboration to improve productivity and customer service outcomes.

WFM – Queue Lead - iOPEX Technologies Pvt Ltd - Bengaluru

(2025-04)

• Monitor real-time queues and triage incidents to maintain response-time SLAs.
• Assign tickets to support engineers based on skill set and priority levels.
• Optimize staffing, break schedules, and adherence to improve productivity and agent availability.
• Publish weekly scheduling updates and maintain operational transparency.
• Generate daily KPI and SLA reports to identify trends and support continuous improvement initiatives.

WFM Executive - Tech Mahindra - Hyderabad

(2023-08 - 2025-04)

• Managed call volumes, attendance tracking, and break schedules for operational teams.
• Assisted in creating service metrics and operational targets.
• Collaborated closely with operations teams to analyze and improve delivery processes.
• Generated process improvement ideas and supported service enhancement initiatives.
• Coordinated with cross-functional teams to improve project execution and delivery performance.

WFM Executive - Teleperformance - Bengaluru

(2021-02 - 2023-07)

Analyzed real-time and historical call center data including call volumes, agent activity, and service levels.

Field Auditor - Bundle Technology Pvt Ltd - Bengaluru

(2018-05 - 2020-05)

Bachelor of Computer Applications (BCA) - Computer Applications - SGT College (2008)

PUC – PCMC - Best College (2010)

SSLC – Karnataka Board - Best School (2013)