Looking for a job

Sanesh K S

@saneshks

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I build scalable workforce plans that optimize cost, utilization, and SLA performance across contact centres.

India

Message

What I'm looking for

I'm looking to lead workforce, capacity, and commercial planning for complex multi-channel operations, partnering with business and vendor teams to improve utilization, cost, and SLA performance.

I've led workforce planning and commercial planning for Flipkart Blue and Flipkart Minutes, translating demand, sales, CTU, and channel strategies into volume, FTE, and cost projections. I partner with demand planning, category, CX, commercial, and partner teams to plan for changing business scenarios.

At Concentrix, I managed Global WFM delivery for a roughly 5,000-headcount content moderation operation across six delivery centres in five countries. I governed capacity, hiring, schedules, SLAs, revenue projections, invoicing, and client data deliveries while mentoring a 22-member WFM team.

Across PhonePe, Hinduja Global Solutions, Flipkart, and Sparsh BPO, I've built experience in forecasting, staffing, scheduling, real-time monitoring, vendor governance, and resource optimization. I focus on practical planning frameworks that protect service levels while managing cost and scale.

Experience

Work history, roles, and key accomplishments

Senior Manager – Planning and commercials

Flipkart Internet Private Ltd

Nov 2024 - Apr 2026 (1 year 5 months)

Lead the Cx Planning team for Flipkart Blue and Flipkart Minutes, aligning demand plans, deriving manpower requirements, and managing commercial planning and AOP.

Workforce Management Capacity Planning Forecasting Commercial Planning MAPE SLA Management Vendor Management AOP MIS Analytics

Manager 1 – Global WFM

Concentrix Daksh Pvt Ltd

Jul 2022 - Nov 2024 (2 years 4 months)

Managed a team of 22 WFM members for a ~5000 HC content moderation operation across 6 delivery centers in 5 countries, overseeing capacity, scheduling, SLA governance, and financial reporting.

Workforce Management Capacity Planning Scheduling SLA Management Vendor Management Financial Planning Revenue Forecasting Mentorship Data Analysis

Assistant Manager – WFM

PhonePe Pvt Ltd

Apr 2019 - Jul 2022 (3 years 3 months)

Managed CX and MX planning, including long-term planning, forecasting, vendor governance, and SLA management for voice and non-voice channels.

Workforce Management Forecasting Capacity Planning Scheduling SLA Management Vendor Management SOP Development MIS Reporting License Optimization

Deputy Manager – Resource Management Center

Hinduja Global Solutions

Jan 2017 - Apr 2019 (2 years 3 months)

Managed a team of 7 members on planning and scheduling, capacity planning, and hiring for key accounts, and implemented capacity plans for new business.

Workforce Management Capacity Planning Scheduling Hiring IEX Staffing RFP Transitions

Team Lead – Planning

Flipkart Internet Private Ltd

Dec 2011 - Dec 2016 (5 years)

Managed a team of 4 on planning and execution for voice and non-voice accounts, real-time monitoring, scheduling for ~3200 employees, and workforce planning.

Workforce Management Real time Monitoring Scheduling IEX CMS Capacity Planning Forecasting Payroll Identity Management BCP

Sr. Analyst – WFM

Flipkart Internet Private Ltd

Dec 2011 - Dec 2016 (5 years)

Performed real-time monitoring, scheduling, MIS reporting, and IEX administration for ~1200 employees, and managed attendance, payroll, and ID management.

Real time Monitoring Scheduling IEX MIS Reporting Forecasting Attendance Management Payroll Identity Management Transport Coordination

WFM Executive / RTA Analyst

Sparsh BPO (Intelenet Global Services) Pvt Ltd

Nov 2007 - Dec 2011 (4 years 1 month)

Performed real-time monitoring of queues, published real-time information, compared offered to forecast, and managed breaks.

Real time Monitoring Queue Management Forecasting Break Management Reporting

Sr. WFM Executive

Sparsh BPO (Intelenet Global Services) Pvt Ltd

Nov 2007 - Dec 2011 (4 years 1 month)

Responsible for internal forecasting, scheduling, rostering, real-time monitoring, and reporting on process performance, service levels, and transport cost control.