sourav nandi
@souravnandi1
I lead workforce strategy, forecasting, and operations for large-scale customer service organizations.
IndiaWhat I'm looking for
I've led workforce strategy for 2,500 FTEs at IGT Solutions across travel and airline clients, improving back-office efficiency, reducing cost-to-serve, increasing schedule adherence by 5%, and reducing attrition by 1.5%.
Across Teleperformance, Tata Sky, Aegis, Bharti Airtel, Intelenet, Hewlett Packard, and Teletech, I've managed forecasting, capacity planning, real-time operations, service-level governance, vendor partnerships, and PAN India workforce environments. At Bharti Airtel, I supported planning for 5 million calls per day through load balancing and risk mitigation.
I build scalable WFM processes that connect Operations, Finance, Sales, and client stakeholders, using workforce analytics, Power BI, forecasting models, and continuous improvement to strengthen service, cost efficiency, and decision-making.
Experience
Work history, roles, and key accomplishments
Senior WFM Manager
IGT Solutions
Apr 2022 - Jul 2026 (4 years 3 months)
Lead workforce strategy for 2,500 FTEs across travel and airline clients, improving back-office efficiency and reducing cost-to-serve. Reduced attrition by 1.5% and improved schedule adherence by 5% through IEX-based forecasting and scheduling.
Education
Degrees, certifications, and relevant coursework
B.Com-Graduate
Bachelor of Commerce, Commerce
Completed a Bachelor of Commerce degree.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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