Naresh Verma
Manager WFM
Kuala Lumpur,KL
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
9
9
years of professional experience
Work History
Manager, WFM
Concentrix Malaysia
11.2022 - Current
- Leading team of WFM real-time experts who are responsible for intraday adjustments to maximize resource efficiency and achieve service level goals, and business objectives.
- Responsible for recruiting, interviewing, hiring, and training personnel for Workforce Management functions.
- Responsible for staff coaching, performance review, delivering feedback, discipline, and counseling.
- First point of escalation for business partners.
- Develops and establishes Workforce Management performance goals, and assesses performance goals at direction of leadership.
- Conduct analysis and recommend solutions to improve performance and efficiency within operational business units.
Assistance Manager, Resource Planning, WFM
TELEPERFORMANCE
7 2021 - 6 2022
- Create short-term forecasts for call volumes and staffing needs based on historical data, trends, and business requirements.
- Advise Operations/Account Management on staffing and volumes using staffing models for new or adjusted forecasted assumptions. Plan new classes based on attrition trends to ensure adequate staffing to meet agreed service metrics.
- Maintain and update workforce management systems and tools to ensure accurate and up-to-date information.
- Conduct weekly capacity planning meetings with operations and other stakeholders.
- Partner, coordinate, and collaborate with extended WFM team to provide analysis related to FTE estimates and ad hoc scenario creation.
- Assist in training and mentoring of new Workforce Planners to ensure high level of competency within team.
Assistance Manager, Planning and Scheduling Analyst, WFM
Convergys India Services (now Concentrix)
01.2019 - 07.2021
- Prepare short-term call volume forecasts and other assumptions for staffing needs based on historical data, trends, and business requirements.
- Advise Operations/Account Management on staffing levels and volumes using staffing models for new or adjusted forecast assumptions. Plan new classes based on attrition trends to ensure adequate staffing to meet agreed service metrics.
- Conduct weekly capacity planning meetings with operations and other stakeholders.
- Liaise with HR, recruitment, and training team to coordinate recruitment and training of new staff.
- Lead weekly and daily schedule planning meetings with management and intraday analysts, detailing past and current week performance, and forecasted performance for remainder of current week and next week, while identifying risks.
- Introduce different staffing models to achieve better coverage and increase efficiency of program.
- Run schedules in NICE IEX tool based on staffing model approved by operations.
- Track staff shrinkages and propose appropriate actions to mitigate them.
- Maintain and update staffing management systems and tools to ensure accurate and up-to-date information.
Associate, Workforce Management (Sr. RTA)
Convergys India Services (now Concentrix)
07.2016 - 12.2018
Coordinator, Workforce Management (RTA)
Convergys India Services (now Concentrix)
08.2015 - 06.2016
Education
Bachelor of Commerce -
University Of Delhi
New Delhi, India 04.2001 -
Accomplishments
Streamlining New WFM Projects
- New Dashboard and KPI Reports: Developed interactive dashboards that provided real-time insights into key performance indicators, enhancing visibility and facilitating data-driven decision-making.
- Call Routing and Volume Allocation: Implemented optimized call routing strategies to improve service level delivery and mitigate risks of minimum volume penalties for partners.
- Oldest Call Waiting Management: Established a prioritization system for oldest calls in the queue, reducing wait times by 20-30% and improving customer satisfaction metrics.
- Cross-Functional Team Leadership: Led a cross-functional team to identify and address inefficiencies in WFM processes, fostering collaboration and driving operational improvements.
- Outage Tracker Implementation: Created an outage tracker to monitor service disruptions, streamlining communication during outages and improving incident response times, ultimately minimizing downtime.
- Training Initiatives: Conducted training for operational leaders on WFM tools, enhancing their understanding of staffing metrics and operational efficiency.
Disclaimer
I hereby declare that the above information provided by me is true to the best of my knowledge.
Timeline
Manager, WFM
Concentrix Malaysia
11.2022 - Current
Assistance Manager, Planning and Scheduling Analyst, WFM
Convergys India Services (now Concentrix)
01.2019 - 07.2021
Associate, Workforce Management (Sr. RTA)
Convergys India Services (now Concentrix)
07.2016 - 12.2018
Coordinator, Workforce Management (RTA)
Convergys India Services (now Concentrix)
08.2015 - 06.2016
Bachelor of Commerce -
University Of Delhi
04.2001 -
Assistance Manager, Resource Planning, WFM
TELEPERFORMANCE
7 2021 - 6 2022
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