Manas Saha

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.

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.

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