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Animesh dubey

@animeshdubey

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Experienced Workforce Planning Manager focused on operational efficiency.

India

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What I'm looking for

I am looking for a role that fosters innovation and continuous improvement in workforce management, with opportunities for professional growth.

I am an experienced Workforce Planning Manager with a strong focus on optimizing staffing levels and enhancing operational efficiency. My expertise lies in budgeting, forecasting, scheduling, real-time monitoring, and performance analysis. I have a proven track record in developing and implementing workforce management strategies that drive continuous improvement and innovation.

Currently, I manage workforce planning operations at Everise BPO Services, where I successfully oversee operations across multiple vendor partners. My role involves liaising between operations, finance, and vendors to align capacity planning with financial forecasting cycles. I am passionate about utilizing data-driven insights to enhance workforce performance and productivity, ensuring that service level agreements are consistently met.

Experience

Work history, roles, and key accomplishments

Current

Workforce Planning Manager

Current

Everise BPO Services

Jan 2024 - Present (1 year 7 months)

Developed and implemented workforce management strategies, budgets, and policies to optimize staffing levels, minimize costs, and maximize operational efficiency. Successfully managed WFM operations across three external vendor partners, ensuring consistent service delivery, adherence to SLAs, and performance optimization.

Workforce Management Budgeting Forecasting Scheduling Performance Analysis Vendor Management SLA Management Cost Control

Deputy Manager- Planning & Scheduling

Concentrix

Apr 2023 - Dec 2023 (8 months)

Oversaw department/unit operations, assessing and analyzing forecasts, and preparing plans to improve organizational efficiency. Performed research to measure changes in process or market, and worked as a Capacity Planner for a leading Social Media platform.

Forecasting Capacity Planning Intraday SLA IVR Management performance reporting Real Time Issue Resolution Workforce Planning

Scheduler-WFM

Concentrix

Feb 2020 - Apr 2023 (3 years 2 months)

Monitored queues to check call/chat volumes and made necessary movements, while also calling out agents for adherence defaulters and those stretching calls. Prepared intraday and EOD performance reports and the hierarchy file for the complete process, compiling and sharing daily/monthly reports with clients.

performance reporting Scheduling Roster Management Process Improvement Client Relationship Management

Travel Advisor

Webhelp

Dec 2019 - Feb 2020 (2 months)

Provided resolutions to customers about their queries and difficulties related to new bookings, cancellations, and updating API. Managed disruptions and provided information related to Visa, Passport, luggage allowance, and seating.

Customer Service Disruption Management Visa Luggage Allowance Seating Information

Chat Support Executive

Jindal Intellicom

Nov 2018 - Dec 2019 (1 year 1 month)

Handled Zomato chat support, addressing order status, billing, cancellation, and refund cases. Provided post-delivery support and managed complaints regarding field executives or merchants.

Chat Support Order Management Billing Support Cancellations Escalation Management

Customer Support Executive

Cosmique Ltd.

Sep 2016 - Oct 2018 (2 years 1 month)

Worked as a Customer Support Executive in the E-mail Process, serving clients mainly from Iran. Focused on providing a delightful customer experience through email communication.

Customer Support Email Communication Client Servicing Customer Experience Problem Solving Communication Skills Data Entry CRM Software International Client Support

Education

Degrees, certifications, and relevant coursework

National Open School

Class XII, General Studies

2015 - 2016

Grade: 60%

Completed Class XII from the National Open School with a focus on general studies. Achieved a 60% score, demonstrating foundational academic knowledge.

University of Delhi

Bachelor of Commerce, Commerce

2013 - 2016

Grade: 60%

Completed a Bachelor of Commerce degree, focusing on core business principles and practices. Gained foundational knowledge in various aspects of commerce relevant to business operations.