Manas Saha
Group Leader – Workforce Management & AI | Senior Operations Leader
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About
Results-driven senior operations and workforce management leader with 25+ years of progressive experience across BPO, telecoms, e-commerce, and fast-food sectors. Certified in Data Science and Artificial Intelligence (IIT Madras, 2022), with deep expertise in real-time management, capacity planning, MIS automation, and crisis response. Proven track record of building high-performance teams and driving process improvements that enhance revenue, efficiency, and client satisfaction across India, ANZ, ASEAN, Europe, and North America.
Experience
Group Leader – Workforce Management - Concentrix - Pune, India
(2011-03)
- Head the Emergency Response Team for India, ANZ and ASEAN geographies, managing all crisis-related issues impacting delivery and revenue; team comprises 8 Senior Analysts, 1 Assistant Manager, and 1 Senior Manager.
- Lead the Global MIS Reporting and Real-Time Management team for a major e-commerce account operating across India, Europe, and North America.
- Oversee comprehensive capacity planning to ensure optimum availability of manpower, technology, and infrastructure resources.
- Drive process optimisation initiatives to maximise revenue generation and improve margin performance, with clearly defined actionable insights.
- Manage team development through structured, ongoing training programmes aligned to evolving business needs.
Manager – Workforce Management - Tech Mahindra - Pune, India
(2009-11 - 2011-03)
- Established the WFM and MIS functions for the Kolkata site from the ground up.
- Managed end-to-end capacity planning, scheduling, exception management, and performance reporting.
- Owned the billing process and drove automation across key reporting workflows.
- Led a team of 15 employees, including 2 Assistant Managers.
Deputy Manager – Special Projects - Wipro - Pune, India
(2008-08 - 2009-11)
- Led the onsite transition of a UK Telecom Network Design project, managing a team of Telecom Engineers and Technical Writers.
- Designed process documentation including process flows, value stream maps, templates, checklists, and guidelines for VoIP service assurance and delivery.
- Engaged in end-to-end transition of VoIP product solutions and process design.
Deputy Manager – Workforce Management - IBM Daksh - Pune, India
(2005-09 - 2008-08)
- Managed headcount, capacity planning, and scheduling for a large BPO operation.
- Designed and maintained WFM metrics database, improving operational efficiency.
- Prepared incentive files based on performance grids and drove workforce compliance initiatives.
- Mentored team members and led recruitment for open WFM positions.
Team Leader – Delivery Operations - Reliance Info Stream - Mumbai, India
(2003-07 - 2005-09)
- Supervised a team of 20, maintaining compliance with quality, productivity, and legal standards.
- Assisted in developing and implementing quality controls and productivity benchmarks.
Senior Executive – Delivery Operations - Tel-Abridge International Ltd. - New Delhi, India
(2000-10 - 2003-07)
- Managed ISP and international telecom contacts, including corporate bandwidth and routing sales.
Crew Training Supervisor - McDonald's Inc. - New Delhi, India
(1998-08 - 2000-10)
- Trained new team members, drove safety compliance, and improved inventory waste management.
- Developed and implemented performance improvement strategies for the crew.
Senior Executive – Sales & Marketing - Medi Sports - New Delhi, India
(1997-12 - 1998-03)
- Managed sales and marketing operations for medical products.
Education
Advanced Certification - Data Science & AI - IIT Madras – CCE (2021 - 2022)
Bachelor of Business Studies - Delhi University – College of Business Studies (1997)
Personal Computer Appreciation Programme - Computer Learning Network
