vijender
- 1. Self motivated confident, innovative, energetic and logical person with broad outlook in life. Excellent relation with people I worked with or the people I worked for. I believe in continuous improvement and augmentation of my skills and knowledge. An accomplished professional with rich distinction of researching in areas of operations, resource planning, forecasting, scheduling, process improvement, workforce , process development. Technically astute with experience in telephony systems Technology. Applying leadership skills, coordinating and result orientation. Establish performance goals to meet efficiency levels. Proficient in heading the Team, possess good interpersonal, communication with demonstrated abilities in team management and re-engineering of customer-facing and internal operations processes in a career span of 10 years. Currently leading functions of Resource & Capacity Management, Hiring, WFM, Performance Management, MIS & Automation in capacity of Service Delivery Leader at First source (SM). Experience in leading and managing complex projects and collaborating with cross functional teams. A keen planner, strategist & implementer with demonstrated abilities in devising operational activities and accelerating business growth. Adept in managing business operations with focus on top-line & bottom- line performance and expertise in determining companys mission & strategic direction as conveyed through policies & corporate objectives. Strong organizer, motivator, team player and a decisive leader with successful track record in directing from original concept through collaborative implementation to handle diverse business centre dynamics. An out-of-the-box thinker with excellent leadership skills and demonstrated abilities to meet deadlines & work under pressure. Pioneered concepts such as Split shift based scheduling models. Have been instrumental in successfully set up WFM & MIS verticals and centralized these functions for organizations; thereby reducing costs, standardization of WFM processes and bringing in efficiency in domain expertise. Experienced in planning & budgeting with focus on P&L for large operations. Well versed with Call Center Technologies such as CMS, Symposium, & WFM software Blue pumpkin, IEX, Prohans, Work flex etc. Have keen interest in Analytics as have affinity towards numbers, investigation and analysis to combine with business acumen in order to provide better insights for effective decision making. Seeking assignments at Senior Management level with a reputed organisation in service Sector. CAREER GOAL Vijender S. Bisht Senior Manager- Workforce Vijen.portfolio@gmail.com D 404, Chandresh Madhuban, Lodha heaven, Nilje,Dombivili (East), http://www.linkedin.com/in/v ijendersingh +91 9920604402 PROFESSIONAL SYNOPSIS 3PAGE 1VITAECURRICULUM VITAE
- 2. Building a Cohesive culture with partners/ Clients and work along to achieve the desired goals Building a team that effectively supports client programs, products and services. Driving the development of superior customer service and high performance. Strong structured problem solving abilities and intellectual aggressiveness Ability to make quick, high level impacting decisions Superior multi-tasking, organizational and prioritization skills Ability to anticipate and proactively take measures to address future business needs Working with Integrity and honesty with Innovation Strive for excellence in whatever we do with sensitivity towards others Being a Learner, Player & Grower. Resource & Capacity Management- Plan for Future Resource Requirements due to Ramp/Attrition. Ensuring right skillset for right role at the right time in the right place. Matching internal requirements through internal skill search before going external Forecasting & Executing Resource Management to ensure accounts are staffed according to contractual requirements. Forecasting Call Volumes & AHT to derive look ahead on workload for capacity planning Liaising with Recruitment Team to ensure timely sourcing to meet hiring targets. Leading & Mentoring teams to drive results in a continuous improvement environment Customer Analytics & Solution Analyze Customer trends and behaviour to provide strategic long term viable solutions to improve customer experience and drive costs. Project Management- Planning, organizing and managing resources Service Delivery- devising processes to constantly meet demands of real-time business change Management Information System provide real-time historical data to all functions to enable critical business decisions Systems Integration & Automation- transforming organizational needs of process improvement into automated systems and integrating existing systems to improve advisor performance to deliver customer experience Performance Management- Engage, Coach, being a Learner, Player & Grower through collaborative leadership Derivation of Infrastructural & IT asset requirements based on workload Project Budgeting formulating budget allocation to ensure business goals are met Managing Performance through effective MIS/reporting Continual analysis of changing call patterns for DOW/ intraday changes to ensure best optimization of staff as per the call arrival pattern Real Time Adherence & Exceptions Tracking. Presently using e-WFM (Aspect) as a workforce tool. Previously worked with IEX for Schedule Adherence Schedule adherence based model to ensure adherence to published schedules through adequate reporting to ensure this. Scheduling agents based on call arrival pattern. Dynamic Scheduling- changing schedules as and when required to best meet any changes in pattern ensure Service Levels by effective volume forecasting and head count planning To effectively utilize agents by optimum staffing and break management, and then further working on the Training and Feedback Aux planning to ensure all training/coaching needs are met without impacting Service Levels. Core Competency Values Functional Expertise PAGE 2CURRICULUM VITAE
- 3. Senior Manager| Jul 2013 - Present Firstsource Solutions Limited- Mumbai Project: Axis Bank Workforce Management inbound, outbound, Emails Functional leader and client facing for project & leading a team of 14 WFM & MIS across 3 locations Mumbai & Chennai. Reporting directly to GM WFM. Provide functional, collaborative and directional leadership to a team working in Customer Operations, Behaviour Analytics, Solutioning, Transitioning, MIS, Process Automation, Strategic Business, Capacity Planning, Workforce Management and Operational control. A central role coordinating and working together with HR & Recruitment, Training, Facilities, Transport, IT, Client Management & Operations to ensure Key Performance Delivery Goals of the company. As a joint approach, worked with bank in delivering business requirement and share timely analysis to deliver business objectives : Projected handled jointly with bank were: Improve in forecasting accuracy for bank contact centres Improvement in Call per sub by analysing the customer behaviour. Re-engineering of the email process to improve TAT. Planning of contact centre resources and support functions as per the contractual agreements Managing the WFM operations for BFSI account spread across 3 locations and various verticals of inbound, outbound, emails Lead the automation initiative and provide valuable inputs on enhancements of processes Drive critical projects which can result seat optimization and internal customer delight Involved in strategic planning. Supporting as an internal consultant to other programs within company to improve the performance and sharing best practices. Have been rated as Above Expectation 5 times out of 6 appraisal cycles Consultant to the vertical heads to provide inputs to meet KPI and profitability, contract clauses, by creating strategic to remove road blocks and meeting desired level of performance . Standardization of processes across Geographies Manager| Aug 2011 Jul13 Firstsource Solutions Limited- Mumbai Project: Axis Bank Workforce Management inbound, outbound, Emails Provide functional, collaborative and directional leadership to a team of 14 working in Customer Operations, Behaviour Analytics, MIS, Process Automation, Strategic Business, Capacity Planning, and Workforce Management and Operational control. Managed the WFM operations for BFSI vertical for 3 centres with Approximately 1200+ operations manpower and representing FSL in various calibrations Assisted centre head and ops heads in analyzing and driving profitability. Responsible for resource planning, Forecasting, Scheduling and capacity calculation along with reporting, real time monitoring, Manpower management. Worked with Management team in alignment with organization goals and ensured that the service standards consistently exceed the desired levels by providing inputs to Ops to drive KPIs. PAGECURRICULUM WORK EXPERIENCE
- 4. Managed client centric operations & ensured client satisfaction by achieving delivery & service quality norms. Administered performance management by diagnosing improvement opportunities, providing effective feedback and recommend corrective strategic action plans. Assessed internal control procedures specific to business and support areas and ensured workflow efficiencies, customer service excellence, and quality. Performed audits checks, developed performance reports, identified areas to improve, and implemented measures to improve performance levels and met objectives and develop risk assessments for critical business processes. Created and sustained a dynamic environment that fosters development opportunities and motivates high performance among Team members. Manager| Jul 2010 Mar 2011 Firstsource Solutions Limited- Kolkata Project: Vodafone Workforce Management inbound Managed the east WFM operations for Telecom vertical for 3 centres with Approximately 3000+ operations manpower. Responsible for resource planning, Forecasting, Scheduling and capacity calculation along with reporting, real time monitoring, Manpower management. Administered performance management by diagnosing improvement opportunities, providing effective feedback and recommend corrective strategic action plans. Centralisation of MIS and WFM for all 3 centres to rationalisation of WFM span. Assistant Manager| Dec 2008 Jul 2010 Firstsource Solutions Limited- Kolkata Project: Vodafone Workforce Management inbound Designed and implemented a range of BPO review reports & audit formats Co-ordinated with respective managers for data collation and ensured various MIS and reports are sent to corporate and client on time with accuracy. Indulged in the analysis of the Operations Performance and guided them to achieve deliverables. Provided the analysis in various required areas. For instance, effective tracking and allocation of the manpower, shrinkage, adherence, and recruitment requisition daily productivity calculation. Mentored the various projects on scheduling, forecasting and reporting engine. Innovation Award for 2010 for automation and lean project. Recognised as the Performer of the Year - 2012. Lean Project The project started with a baseline where target was 70% reduction in man-hours required for Daily defined MIS KRA. Post project we achieved 80% automation of reports and reduction in workload and it helped in improving productivity of the team. Forecasting Project: Study conducted to analyse the Impact of Volume, AHT and Interval Pattern. Rationalisation in operational headcount: By deploying various scheduling model in Karnataka centre. We have reduced the 10% production manpower by increasing productivity and with reduction of 10% manpower, were able to manage 20% hike in call volumes. Attendance reconciliation: By analysing and tracking the deviation from the set procedure of attendance marking and auditing saved the cost impact of 4 Lacs per month. Sankshep Project: Independently developed the information intranet portal to increase transparency and easily accessibility of Information (Data) to reliable sources. Achievements & Projects PAGE 4CURRICULUM VITAE
- 5. WORK EXPERIENCE Graduation- Humanitities | 2003 University of Mumbai, Maharashtra Diploma in Information Technology | 2001 University of Mumbai, Maharashtra PAGE 1 Billing adjustment improvement: Error% was reduced to 5% from 39% in 3 months. Internal SR audit and SLA adherence: Close looping of complaints/requests. Robin-hood Standardization project Standardization of Retention Process for TTSL Repeat calls Analysis: find out reasons for repeat calls. Project helped us to identify AOI in regard to lower % of FTR. CSA to Sr. Lead WFM | Dec 2004 - Dec 2008 Tata Business Support Services (Formerly known as E2E Serwizsol).- Mohali Project: Tata Indicom/ Tata Sky - Workforce and MIS Managed the Tata Sky operations and TTSL WFM/MIS Operations since Inception of Process - reporting to VP Operations. Designed and implemented various version of BPO review reports & audit formats Actively handled various Job responsibilities like recruitment and induction of new Hire batches along with Avaya CMS training. One single point of contact for the entire Database for Mohali centre. Represented MIS/Centre in calibration with other departments of company/Client & Backend respectively. Proactively assisted operations head and centre head to define and streamline the process. Conducted PMI awareness sessions for Tata Sky and TTSL process and Service Request training exclusively for TTSL process. Identifying, analysing and updating the top management about the Operational Progress. Available upon request. Projects EDUCATION CREDENTIALS PAGE 5CURRICULUM VITAE REFERENCES