LAKMIKANTH SRIRAAM RAJAJINDRAN

As the Workforce Management APAC Lead at Transcosmos Malaysia, I'm a professional with extensive experience in workforce planning, forecasting, capacity management, scheduling, and operational analytics. plays a critical role in driving operational efficiency, workforce optimization, and business growth across multiple client accounts.

Key Responsibilities & Achievements

• Successfully managed end-to-end Workforce Management functions for TikTok Business operations covering Buyer, Seller, and Creator support environments with workforce scaling of up to 300 Headcounts (HC).
• Led forecasting, capacity planning, scheduling, and real-time workforce management activities to ensure service level targets and operational objectives were consistently achieved.
• Designed and implemented an innovative Performance-Based Shift Bidding Framework, enabling employees to select preferred shifts based on individual KPI achievements, improving employee engagement, schedule adherence, and workforce satisfaction.
• Developed workforce automation solutions that significantly reduced manual scheduling efforts while improving planning accuracy and operational efficiency.
• Built advanced forecasting and workforce simulation models using Google Colab and Python, allowing the organization to:
• Forecast future volume inflow accurately.
• Generate workload heatmaps for peak and off-peak trend analysis.
• Simulate workforce requirements under multiple business scenarios.
• Produce overstaffing and understaffing projections for proactive resource planning.
• Spearheaded the development of an automated Headcount Calculation Tool, enabling workforce planners to generate staffing requirements through a simplified input-based system while incorporating shrinkage, occupancy, productivity, and service level considerations.
• Played a key role in multiple Request for Proposal (RFP) initiatives involving prospective clients including PIEO, Monee, and MariBank, by:
• Designing workforce optimization strategies.
• Conducting staffing simulations and demand forecasting.
• Developing scalable operating models.
• Providing strategic recommendations to address client operational challenges.
• Collaborated closely with Operations, Finance, Training, and Senior Management teams to align workforce strategies with business objectives while maintaining operational cost efficiency.
• Established standardized workforce planning methodologies and reporting frameworks, enhancing planning consistency and decision-making across multiple projects and business units.

• Expertly managed scheduling, workload, and employee issues, ensuring smooth operations within workforce management.
• Executed strategic campaign plans, including Payday and TikTok shop Mega Campaigns, driving successful outcomes.
• Coordinated with both in-house teams and BPO partners like Teleperformance & Transcosmos to secure adequate staffing for campaign cycles.
• Developed a new performance dashboard using Aeolus, facilitating weekly performance reviews with BPO partners to meet targets.
• Conducted thorough investigations using Aeolus to identify and resolve performance issues and bugs, enhancing metric accuracy.
• Crafted up-to-date Campaign Decks, forecasting volume and headcount needs to optimize campaign readiness.
• Compiled and analyzed Login & Logout Reports, integrating Aux Usage data to boost in-house performance and provide actionable feedback to management.
• Calculated and allocated Shunt rate percentages, ensuring service level agreements (SLAs) were met daily across all BPO partners.
• Adapted workforce management strategies to dynamic business conditions, maintaining operational agility and effectiveness.
• Achieved outstanding 2023 performance targets in key markets (MY&SG, ID), leading in metrics such as CPH, TPH, & TVC for both BPO and in-house teams.
• Demonstrated exceptional problem-solving abilities, swiftly addressing and resolving workforce-related challenges.
• TIKTOK Shop

• Orchestrated scheduling and forecasting for inbound calls, chats, and handle times across multi-skill contact centers with 800+ seats.
• Ensured biweekly staffing met client requirements, maintaining optimal service levels during high-volume campaigns (e.g., Lazada Mega Campaigns).
• Supervised and developed a team of 5 Workforce Management (WFM) professionals, enhancing operational workflow comprehension.
• Conducted comprehensive WFM training, emphasizing auxiliary usage protocols to improve post-training production efficiency.
• Calculated critical KPIs for a range of roles including Operations Managers, Team Leaders, Subject Matter Experts, Quality Analysts, and Agents.
• Delivered high-level reports and analyses on workload, productivity, service levels, staffing, and financial performance across internal centres.
• Achieved a 1.3% reduction in site shrinkage and significant year-over-year reductions in Average Handle Time (15%) and After-Call Work (24%).
• Consistently met service level targets, with 80% of calls answered within 20 seconds.
• Conducted weekly capacity planning sessions to address attrition and hiring needs, ensuring uninterrupted service levels and volume management.
• Elevated department adherence from 70% to a consistent 90% by implementing best practices, recognition programs, and securing agent commitment.
• Led a virtual team of 5, fostering engagement and providing targeted coaching and support.
• Proactively identified data trends and communicated actionable insights to maintain and exceed KPI standards.

• Spearheaded workforce management for over 650 agents across dual platforms and four skill sets, ensuring forecast accuracy and effective scheduling to achieve sustainable outcomes.
• Collaborated with management to monitor and manage attendance patterns, including both planned and unplanned absences, to maintain workforce discipline and adherence.
• Forged partnerships with central WFM team, expediting forecasting, scheduling, and training processes within 30 days.
• Drove operational enhancements and strategic decision-making across functions by collaborating with department leaders and leveraging data insights.
• Conducted root-cause analyses to identify forecast discrepancies, proposing solutions to enhance forecast precision and performance.
• Revolutionised call flow and queuing tactics, optimising resource allocation and improving multi-skill agent efficiency and utilisation.
• Instituted a predictive trend forecasting model to inform proactive merchandising strategies based on anticipated product popularity.
• Innovated AR measurement processes for 8 key markets (CN, HK, VN, SEA, TH, KR, ID, & TW), enhancing process efficiency and market responsiveness.

• Influenced strategic planning and support in collaboration with senior leadership to drive regional results, aligning with goals, trends, and historical data.
• Monitored and defined key performance indicators for functions and projects, ensuring alignment with company objectives.
• Expertly managed a high-volume workload within a deadline-driven environment, ensuring top performance in speed, accuracy, and volume.
• Resolved 200 inquiries weekly, consistently meeting performance benchmarks.
• Partnered with floor and resource managers to facilitate smooth daily transactions, optimizing both internal and external client experiences.
• Negotiated to enhance adherence to protocols, ensuring compliance and operational effectiveness.
• Led offshore teams in Singapore and Malaysia by holding weekly meetings to address issues and implement effective solutions.
• Improved data accuracy and value by refining processes related to data flow and quality.
• Conducted in-depth analysis, created insightful visualizations, and published reports leveraging company-wide data.
• Collaborated with the Director of Operations to identify necessary skill sets for recruitment, ensuring successful hiring and training processes.
• Designed optimal agent schedules to accommodate volume forecasts, training requirements, and vacation planning.
• Acted as the primary contact for assigning CMS IDs and extensions to new hires.