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Vikas Singh

@vikassingh8

Workforce Management Deputy Manager at WNS GLOBAL SERVICES, improving forecast accuracy to 90–110% and building executive dashboards.

India

Message

At WNS GLOBAL SERVICES, I lead workforce strategy across 5,000+ FTEs, 8 enterprise accounts, and 58+ LOBs. I lead and develop a team of 20+ WFM professionals.

I built 15–18 Power BI dashboards to support operational and executive decisions. I also delivered 40+ hours per week in productivity savings through reporting and process automation.

At CONDUENT BUSINESS SERVICES, I managed workforce forecasting, staffing models, capacity planning, and scheduling. I developed hiring forecasts and automated recurring reports.

Earlier, I worked as a WFM Analyst at EVOLENT HEALTH and Accenture, and as a Real Time Analyst at CONCENTRIX. My work included forecasting, scheduling, intraday management, workforce reporting, and staffing analysis.

Experience

Work history, roles, and key accomplishments

Current

Deputy Manager – Workforce Management

Current

WNS Global Services

Oct 2023 - Present (2 years 11 months)

Leads end-to-end WFM strategy for 5,000+ FTEs across 8 enterprise accounts and 58+ LOBs. Developed automated reporting and analytical solutions using Power BI, Power Query, VBA and advanced Excel, delivering 40+ hours/week of productivity savings.

Power BI Power Query VBA Excel Workforce Management Forecasting Capacity Planning Scheduling Intraday Management Workforce Analytics MIS Reporting Dashboard Development Data Analysis Report Automation

Assistant Manager – Workforce Management

Conduent Business Services

Oct 2022 - Sep 2023 (11 months)

Managed workforce forecasting, staffing models, capacity planning and scheduling for supported operations. Automated recurring reporting processes to reduce manual effort and improve reporting turnaround.

Workforce Management Forecasting Capacity Planning Scheduling MIS Reporting Stakeholder Management Report Automation Data Analysis

WFM Analyst

Evolent Health

Jan 2021 - Sep 2022 (1 year 8 months)

Managed forecasting, scheduling and workforce analytics across supported operations. Developed workforce reports, dashboards and MIS solutions to improve operational visibility.

Workforce Management Forecasting Scheduling Workforce Analytics MIS Reporting Dashboard Development Data Analysis Report Automation

WFM Analyst

Accenture

Jul 2017 - Oct 2020 (3 years 3 months)

Managed forecasting, scheduling, real-time management and workforce reporting for supported operations. Monitored intraday performance, staffing levels and queue conditions to support SLA delivery.

Workforce Management Forecasting Scheduling Real Time Management Intraday Monitoring Workforce reporting Data Analysis Report Automation

Real Time Analyst

Concentrix

Jun 2015 - Oct 2016 (1 year 4 months)

Managed real-time queue performance, staffing and agent adherence across supported operations. Conducted intraday staffing analysis and recommended resource movements based on real-time demand.

Real Time Management Queue Management Staffing Analysis Agent Adherence Intraday Monitoring SLA Management Workforce Optimization