Headline

WFM Assistant Manager | Workforce Forecasting · Intraday Management · Capacity Planning | BPO Operations | IEX · Calabrio · Amazon Connect | Driving SLA Excellence in BFSI Contact Centres

About

I help BFSI contact centres run leaner, hit SLA targets, and never get caught off-guard by volume spikes. With 5+ years in BPO workforce management — across multi-vendor setups, real-time command centres, and capacity planning for high-stakes clients like Make My Trip — I've built a reputation for turning WFM data into decisions that actually move metrics. What I bring to a WFM Assistant Manager role: → Forecasting accuracy within ±4% using historical trend modelling → 95%+ schedule adherence maintained across 150+ agent teams → 22% reduction in unplanned absenteeism impact through proactive protocols → Multi-vendor SLA governance across BFSI, e-commerce, and travel verticals → Hands-on with IEX TotalView, Calabrio, Amazon Connect, and Qlik Sense I've worked across the full WFM stack — from intraday firefighting in a Global Command Centre to building executive-ready capacity plans and coaching agents on real-time tools. If you're hiring for WFM AM roles in Delhi NCR's BFSI or BPO space — or building a team that needs someone who can lead from the floor and report to the boardroom — let's talk.

Location

Ghaziabad

Work experience

ONE APP Vendor Management at iEnergizer, Nov 2023 - Present · 2 yrs 8 mos, Client and Partner Management

Make my trip Vendor Management at iEnergizer, Mar 2023 - Nov 2023 · 9 mos, Central WFM

Business Analyst at Startek, Jan 2021 - Mar 2023 · 2 yrs 3 mos, Noida sector 3, WFM Specialist

Education

Delhi University, B.A program, Mahamaya balika inter college