Headline

Planner | WFM @ Arise | Program Manager | Ex Amazon, Optum/Artech | People Management | Performance Management | Real Time Analysis | Capacity Planning | WFM | SLA | KPI | Operations and Stakeholder Management | Tech ops

About

Experienced professional with extensive background in operations, 8 years of people management, and over 7 years in workforce management and real-time SLA monitoring. Skilled in capacity planning, heatmap analysis, process improvement, and reporting. Effective collaborator with cross-functional teams to optimize staffing and achieve service level targets. Holds an MBA in Finance and HR.

Location

Greater Hyderabad Area

Work experience

Planner/WFM at Arise Virtual Solutions Inc., Feb 2022 - Present · 4 yrs 5 mos, Hyderabad, Telangana, India, • Capacity Planning: Build and maintain detailed capacity plans to project staffing needs across multiple time horizons, ensuring alignment with business demand and service level objectives. • Utilize advanced Excel tools and macros to manage large data sets and create visual dashboards and reports. • Heatmap Generation & Analysis: Create and analyze heatmaps to identify peak load periods and optimize resource distribution across shifts and intervals. • Provide insights to management on demand patterns, shrinkage trends, and utilization rates. • Real-Time Monitoring & Support: Track real-time contact center metrics such as call volumes, agent status, and service level performance to ensure adherence to operational goals. • Provide timely updates and alerts to operations teams to address intraday challenges and optimize staffing. • Cross-Team Collaboration: Liaise with team leads, operations managers, and other WFM stakeholders to align real-time decisions with longer-term planning outcomes. • Assist in post-day analysis by documenting key performance deviations and capacity planning assumptions. • Continuous Improvement: Contribute to ongoing process enhancements by identifying data trends, inefficiencies, and areas for optimization in real-time management and planning tools.

Program Manager at Optum, Mar 2021 - Feb 2022 · 1 yr, Hyderabad, Leading and managing multiple teams of 160+ associates and 7 AMs for with Optum through Artech LLC. Handled various processes including Material Quality Assurance, TOPS, and Benefits Validation Team, acting as a single point of contact for all people-related issues • Maintaining Daily/weekly/Monthly EWS/Conversion ratio etc. • Monthly 1-1 with both AMs and Teams and addressing all concerns • Creating and publishing multiple excel based timesheets, attendance, and EWS reports • Managing and controlling shrinkage and attrition • Mentoring the agents and AMs, coach them on the areas of improvements. • Conducting audits, discussing the RCA analysis with the AMs, sharing best practices and sharing the outcome with the senior leadership.

Program Manager at Amazon, Mar 2016 - Feb 2021 · 5 yrs, Hyderabad Area, India, Work in lock-step with multiple business teams, CS Operations, Global Outsourcing, Program Management and Finance leadership. • Cost and service optimization for customer service organization spread across 20+ countries worldwide. • Maintaining constant communication with site operations, senior leadership, technology teams and other internal clients on status of customer experience across different business lines, involving learning various tools used to obtain information required by the parties in question. • Handling exceptions wherein there is a deviation from the plan due to issues at sites, vendors or incoming volumes. • Improve performance to plan by identifying, measuring and managing key metrics related to customer service • Project Management: Identifying requirements and working with Software teams to improve tools and suggest automation possibilities • Coordinate with internal and outsourcing network operation teams to meet business service levels. • Identifying recurring instances of exceptions and taking actions to eliminate the root causes • Managing stakeholder engagement during critical incidents and facilitated collaboration among resolving teams for prompt resolution. • Solved network issues affecting agent and customer experience by collaborating with internal tech teams. • Identified potential incidents with brand impact and implemented preventive measures. • Reduced capacity risks by overseeing dependencies across multiple Operating Units (OUs). • Initiated and led automation projects, collaborating with tech teams and key stakeholders to develop automated solutions. • Conducted effective analysis by gathering data from various sources, working with Capacity Planners azd Workforce Management to minimize impacts and drive service improvements. • Working on trend analysis to help with scheduling • Generating metrics and analyzing these to identify problem areas and suggest improvements

Assistant/Transitions Manager at Amazon, Aug 2014 - Feb 2016 · 1 yr 7 mos, Hyderabad Area, India, • Handling and developing freshly hired associates batch until the agents are able to work on their own. • Communicating new updates and conducting sessions to the associates as needed. • Be a primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken. • Leading and developing a team of 20-25 associates along with 2 SMEs. • Communicate and manage individual and team performance expectations. • Contribute to a collaborative management process by effectively communicating and cooperating with other Leads and Customer service Managers • Responsible for the overall direction, performance management, coordination and evaluation of the team.

Digital Specialist Lead at Amazon, Aug 2010 - Jul 2014 · 4 yrs, Hyderabad, • Monitoring Service Levels and encouraging team members in achieving their daily productivity targets. • Updating the operations team with the following reports: - Weekly skill performance reports. - High impacting issues and contact drivers for the week. - Trailing weeks metrics and concession reports. - Resolving escalated e-mails as and when required. • Auditing daily performance by mining, SBS (Side by Side) and observation of daily resolved contacts. • Planning and implementing quality improvement techniques to reach the yearly goals. • Conducting huddles and providing them with the latest updates and also discussing about the earlier days performance. • Coaching on process and also conducting team building sessions for the team members. • Reporting system glitches to the global technical department by raising tickets and keeping a constant follow up. • Conducting mock interviews for the associates and helping them to crack any Internal Job Postings. • Leading Kaizen projects and sharing the findings with the entire skill and operations team. • Ensuring daily effectiveness. Productivity standards, schedule adherence, break adherence, adherence of company policies, etc. • Conducted Trainings for internally acquired business like Mobipocket, etc,. • Played a key role in transition of new sub skills within the same business line. • Ensuring best communication with the process owner and give all the updates of operational performance through calibrations. • Ensuring proper discipline in team by ensuring meeting shrinkage and leakages metrics. • Escalating issues to the appropriate departments (policy, editorial,Technical and etc) for quick resolutions.

Education

Master of Commerce (M.Com), Accounting and Commerce, Osmania University

Master of Business Administration (M.B.A.), Finance and Human Resources Management, Amjad Ali Khan College Of Business Administration - Osmania University