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Prateeth Damodara

@prateethdamodara

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I lead global workforce planning, real-time operations, and BPO performance for large contact-center networks.

India

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What I'm looking for

I'm looking to lead workforce planning, capacity, real-time operations, and partner performance for a global, high-scale service organization, while applying analytics, automation, and AI to improve operational outcomes.

At Amazon Customer Service, I spent 13 years progressing from planner to Senior Workforce Management Manager, leading short-range planning and real-time operations for a 400,000-weekly-contact global B2B network. I owned service performance across 75 business groups, 10 countries, and 20 sites while maintaining service levels above the 92.5% target.

I governed capacity, staffing, occupancy, shrinkage, and service-level performance for five BPO partner sites delivering one third of network volume. I also led three senior capacity planning managers, represented planning in Director and VP business reviews, and delivered the AC3 platform migration across 20 sites with 3,300 agents trained in 30 weeks.

I've built workforce automation and analytics programs adopted worldwide, including a Random Forest shrinkage predictor and an Excel/VBA intraday forecasting tool that improved accuracy from 88% to 93%. My work spans SQL, Python, BI dashboards, contact routing, AI-enabled workforce productivity, and practical operational recovery during high-pressure incidents.

Experience

Work history, roles, and key accomplishments

Senior Workforce Management Manager

Amazon Development Center India Pvt. Ltd.

Apr 2023 - Jul 2025 (2 years 3 months)

Owned short-range planning and intraday performance for Amazon B2B Customer Service across 400K weekly contacts, 75 business groups, 10 countries, and 20 global sites. Governed BPO partner performance and led executive business reviews.

Workforce Management Capacity Planning Forecasting Scheduling Real Time Operations BPS BPO Governance SQL Excel VBA Python BI Tools Amazon Redshift Tableau Microstrategy Amazon Quicksight CCaaS ACD Root Cause Analysis Executive Reporting

Capacity Planning & Scheduling Manager

Amazon Development Center India Pvt. Ltd.

Apr 2019 - Apr 2023 (4 years)

Owned service level met rate monitoring and reporting for NA Retail across 90 business groups. Conceptualized and built the Shrinkage Predictor, a Random Forest regression model, and led routing ownership on an internal CCaaS/ACD platform.

Workforce Management Capacity Planning Forecasting Scheduling SQL Excel VBA Python Random Forest Machine Learning CCaaS ACD Routing Root Cause Analysis Process Design COVID 19 Management

Short-Term Capacity Planner & Scheduling Analyst

Amazon Development Center India Pvt. Ltd.

Aug 2016 - Apr 2019 (2 years 8 months)

Forecasted and planned 95,000 weekly contacts across seven US and CA Retail business groups at 30-minute granularity. Designed shift patterns, generated schedules, and optimized break and lunch placement.

Workforce Management Forecasting Scheduling Shift Design Break Optimization Excel VBA Exponential Smoothing Automation

Real-Time Analyst & WFM Business Analyst

Amazon Development Center India Pvt. Ltd.

Apr 2014 - Aug 2016 (2 years 4 months)

Monitored live service levels across 80 NA business groups, 25 sites, and 5,000 agents. Executed intraday levers and led ~20 high-severity command-center incidents, building real-time dashboards and executive reporting.