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Workforce Management
Yogesh Rathod
,
London, United Kingdom
Experience
Other titles
Skills
I'm offering
15+ years’ experience in Work Force Management field involving resource Planning,
Forecasting, Staffing & Scheduling, RTA, WFM setup and Business analytics. Domain
expertise on Travel, Telecom, Retail and technology line of businesses.
Forecasting, Staffing & Scheduling, RTA, WFM setup and Business analytics. Domain
expertise on Travel, Telecom, Retail and technology line of businesses.
Markets
United Kingdom
Language
English
Fluently
My experience
2015 - ?
job
Director Work Force Management
Staffing & Scheduling.
RTA, WFM setup and Business analytics. Domain
expertise on Travel, Telecom, Retail and technology line of businesses.
➢ Sutherland Global Service from Aug 2015 - till date (India)
Working as Director Work Force Management
JOB RESPONSIBILITIES
• WFM delivery lead for Telecom & Retail Vertical for 5000+ headcount.
• Handle Forecasting, Capacity planning, scheduling and MIS.
• Effectively manage, coach and support a team of 60
• Work on RFP with Pricing and Business Development team.
• Responsible for cross-functional training team members.
• Liaise with finance on revenue projection and budgeting.
• Conduct monthly business reviews with stake holders and client.
• Engage with various function to discuss and drive performance.
• Handle new client on WFM processes implementation.
• Additional responsibility is location strategy.
ACHIEVEMENTS
• Awarded for strategic contribution for APAC and EMEA for 2020.
• Awarded for leadership award for India.
• Awarded best vertical for achieving highest ujn Score from stakeholders
• Successfully transition 4 new clients.
• Successfully IEX WFM Tool deployment across various account.
• Cross-functional team members and development of 15 staff who can
manage end to end Workforce management
expertise on Travel, Telecom, Retail and technology line of businesses.
➢ Sutherland Global Service from Aug 2015 - till date (India)
Working as Director Work Force Management
JOB RESPONSIBILITIES
• WFM delivery lead for Telecom & Retail Vertical for 5000+ headcount.
• Handle Forecasting, Capacity planning, scheduling and MIS.
• Effectively manage, coach and support a team of 60
• Work on RFP with Pricing and Business Development team.
• Responsible for cross-functional training team members.
• Liaise with finance on revenue projection and budgeting.
• Conduct monthly business reviews with stake holders and client.
• Engage with various function to discuss and drive performance.
• Handle new client on WFM processes implementation.
• Additional responsibility is location strategy.
ACHIEVEMENTS
• Awarded for strategic contribution for APAC and EMEA for 2020.
• Awarded for leadership award for India.
• Awarded best vertical for achieving highest ujn Score from stakeholders
• Successfully transition 4 new clients.
• Successfully IEX WFM Tool deployment across various account.
• Cross-functional team members and development of 15 staff who can
manage end to end Workforce management
RFP, Processes, Coach, Development, Support, Implementation, Telecom, Technology, Service, Business development, Analytics, Finance, Management, Leadership, Training, Deployment, Forecasting, Retail
2010 - 2015
job
WFM Group Manager
Central Work Force Management.
team.
JOB RESPONSIBILITIES
• WFM delivery lead for Travel and Logistic Vertical for 5000+ FTE.
• Handle Forecasting, Capacity planning, scheduling, RTA and MIS team.
• Handle team of 10 direct members (Assistant Managers and Team leads).
• Liaise with finance on revenue projection and budgeting.
• Carry out weekly/monthly business reviews with stake holders.
• Ensure WFM deliverables are delivered within define timeline.
• Client Engagement.
ACHIEVEMENTS
• Successfully WFM setup for a UK based Energy business.
• Awarded best manager for the year 2012.
JOB RESPONSIBILITIES
• WFM delivery lead for Travel and Logistic Vertical for 5000+ FTE.
• Handle Forecasting, Capacity planning, scheduling, RTA and MIS team.
• Handle team of 10 direct members (Assistant Managers and Team leads).
• Liaise with finance on revenue projection and budgeting.
• Carry out weekly/monthly business reviews with stake holders.
• Ensure WFM deliverables are delivered within define timeline.
• Client Engagement.
ACHIEVEMENTS
• Successfully WFM setup for a UK based Energy business.
• Awarded best manager for the year 2012.
Forecasting, Finance, Energy, Energy, Manager
2007 - 2010
job
Assistant Manager
Wipro.
in Central Work Force Management team
JOB RESPONSIBILITIES
• Account Lead for BFSI vertical for 1500 + FTE (voice and non voice)
• Handle MIS, Scheduling, Capacity Planning and Forecasting team
Generate schedules in IEX and drive schedule efficiency
• Check for accuracy and timeline for all deliverables
• Liaise with finance on revenue projection
• Client Engagement
ACHIEVEMENTS
• Awarded best individual contributor for CS (Customer Service) Vertical
JOB RESPONSIBILITIES
• Account Lead for BFSI vertical for 1500 + FTE (voice and non voice)
• Handle MIS, Scheduling, Capacity Planning and Forecasting team
Generate schedules in IEX and drive schedule efficiency
• Check for accuracy and timeline for all deliverables
• Liaise with finance on revenue projection
• Client Engagement
ACHIEVEMENTS
• Awarded best individual contributor for CS (Customer Service) Vertical
Forecasting, Management, Customer service, Finance, Service, Manager, Customer
2004 - 2007
job
Senior Executive MIS
Sutherland Global services.
WFM for voice/non voice process (US based ISP)
JOB RESPONSIBILITIES
• Handle CCOD / RTA team (Command Centre)
ACHIEVEMENTS
• Award achieved for best support function (CCOD) across processes.
• Transitioned 2 accounts (ISP and Healthcare) from CCOD and MIS
standpoint.
JOB RESPONSIBILITIES
• Handle CCOD / RTA team (Command Centre)
ACHIEVEMENTS
• Award achieved for best support function (CCOD) across processes.
• Transitioned 2 accounts (ISP and Healthcare) from CCOD and MIS
standpoint.
Support, Processes
My education
Mumbai University
Bachelors, Commerce
Bachelors, Commerce
Aptech
N/a, Software engineering (Minor in Education)
N/a, Software engineering (Minor in Education)
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