TEVINDRAN MUNIANDY
Workforce Management Lead
Kuala Lumpur
Summary
Oversee well-organized and efficient contact centre operations by balancing organizational targets with compliance and employee demands. Focused on maximizing resource utilization and enhancing performance with forward-thinking approaches. Solid background of improving collaboration and consensus across BPO company environments.
Overview
5
5
years of professional experience
34
34
years of post-secondary education
Work History
Workforce Management Expert (Acting Lead)
TDCX MY
06.2023 - Current
- Overseeing the development and implementation of workforce management strategies and initiatives
- Providing training and support to staff (my team) on scheduling procedures and the usage of the tools used
- Leading a team of WFM specialists or schedulers, providing guidance, training, and support to ensure team effectiveness
- Collaborating with cross-functional teams, including operations, HR, and finance, to align workforce planning with business objectives
- Developing and maintaining forecasting models to predict staffing needs based on historical data, seasonality, and business trends
- Designing and implementing scheduling policies, procedures, and best practices to optimize workforce utilization and productivity
- Analyzing performance metrics and KPIs to identify areas for improvement and drive operational efficiencies
- Managing scheduling tools, overseeing the files and fixing it if there is any error detected
- Conducting regular audits and quality checks to ensure schedule accuracy and compliance with labor laws and company policies as well as on the wfm related files to ensure all the information updated tally with what BA/Complaince team has
- Providing strategic recommendations to management based on workforce data analysis and industry best practices
- Serving as a point of contact for escalations and resolving complex scheduling issues or conflicts
- Propose overtime planning if required
- Weekly Capacity Planning discussion with operations.
Workforce Management Expert
TDCX MY
09.2022 - 06.2023
- Creating and managing employee schedules to ensure adequate coverage for operational needs
- Utilizing google sheet and excel to optimize workforce allocation and minimize staffing gaps
- Analyzing historical data and forecasting future workload to develop accurate schedules
- Collaborating with management and department heads to understand staffing requirements and adjust schedules accordingly
- Leave planning for staff to ensure leaves are cleared before year end and our daily staffing based on absenteeism trend
- Work closely with L&D team to plan the training/refresher slots and schedule them up ahead for the learning hours requirement
- Monitoring real-time adherence to schedules and making adjustments as needed to maintain efficiency
- Generating reports on schedule adherence, staffing levels, and other relevant metrics for management review
- Conducting regular reviews of scheduling processes and implementing improvements to enhance efficiency and effectiveness
- Ensuring compliance with labor laws, company policies, and industry regulations related to workforce scheduling
- Communicating effectively with operations regarding schedule changes and other relevant information.
Real Time Management (Associate) / Workforce Management
Concentrix
02.2022 - 08.2022
- Publishing daily and hourly reports
- Preparing weekly performance reports and deck for a client call
- Joining weekly performance review call with the client
- Joining weekly staffing allocation call with the client
- Preparing schedule based on the required headcount & forecasted volume
- Doing findings based on the numbers on why SLA's aren't being achieved
- Managing CSE's break time (according to forecasted volume), Manage SLA's so that we don't fail
- Preparing justification report upon failing SLA's
- Make sure the AHT is being monitored all the time in order for us to achieve our SLA without failing and also remind the agents at all times to wrap up the calls
- Sending shrinkage reports on a daily basis
- Making sure agents don't misuse the aux to avoid unproductivity on an agent's performance
- Drafting an action plan on day to day basis or real-time basis if there is a crisis such as high absenteeism or high incoming volume
- Preparing and simplifying templates to create reports.
Reporting & Data Analyst / Workforce Management
Daythree Business Services Sdn Bhd
08.2021 - 01.2022
- Preparing performance dashboard for projects with daily, monthly and yearly view
- Preparing daily reports for projects based on the ops requirement
- Preparing agent's performance dashboard
- Preparing schedule based on the volume forecasted
- Forecasting volume based on previous trendings
- Forecasting required headcount to run the project based on the volume in flow
- Doing findings based on the numbers on why SLA's aren't being achieved
- Improved decision-making processes with accurate data analysis and visualization techniques.
Real Time Analyst (RTA)
Daythree Business Services Sdn Bhd
01.2020 - 02.2021
- Managing CSE's break time (according to forecasted volume), Manage SLA's so that we don't fail
- Preparing justification report upon failing SLA's
- Preparing reports in regards to agent's performance or aux usage if at all the performance is poor or aux is being abused respectively and highlighting it to the Team Leaders for coaching to be conducted for the particular CSE
- Making sure the AHT is being monitored all the time in order for us to achieve our SLA without failing and also remind the agents at all times to wrap up the calls
- Sending attendance and hourly report to the operation on hourly basis
- Making sure agents don't misuse the aux to avoid unproductivity on an agent's performance
- Preparing Occupancy and Utilisation reports for Ops
- Drafting an action plan on day to day basis or real-time basis if there is a crisis such as high absenteeism or high incoming volume.
Resolution Team (Reso)
Daythree Business Services Sdn Bhd
10.2019 - 12.2019
- Checking the case that has been escalated to us by the agents and making sure every detail required is attached before escalating them to the stakeholders
- Certain cases are FCR from our end, therefore we will provide the solution by contacting the customer via the channel they have chosen to contact us
- Following up with the stakeholder to get the updates or solutions for cases that has been escalated to them which has passed the SLA.
Customer Service Executive (CSE)
Daythree Business Services Sdn Bhd
09.2019 - 10.2019
- Answering calls and providing solutions to customers
- Create tickets while on a call with the customer and escalate them to the Resolution team for them to validate it.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
Education
Bachelor of Science - Sports Studies
University of Malaya
Kuala Lumpur, Malaysia 04.2001 - 04.2021
High School Diploma -
High School Batu Pahat
Batu Pahat, Johor, Malaysia 04.2001 - 04.2015
Skills
Proficient in using Microsoft Excel, Word & PowerPoint
undefinedReferences
- Sathya Rabi, CX Manager, 0125567357
- Clement Das, OCC Manager, 0177504045
- Abhijeet, WFM Supervisor, +918800939919
- Gobinath, WFM Manager, 0166540115
- Wency Chua, Interim Mgr, 0123626336
https://www.linkedin.com/in/tevindran-muniandy-b388bb1b6/
Timeline
Workforce Management Expert (Acting Lead)
TDCX MY
06.2023 - Current
Workforce Management Expert
TDCX MY
09.2022 - 06.2023
Real Time Management (Associate) / Workforce Management
Concentrix
02.2022 - 08.2022
Reporting & Data Analyst / Workforce Management
Daythree Business Services Sdn Bhd
08.2021 - 01.2022
Real Time Analyst (RTA)
Daythree Business Services Sdn Bhd
01.2020 - 02.2021
Resolution Team (Reso)
Daythree Business Services Sdn Bhd
10.2019 - 12.2019
Customer Service Executive (CSE)
Daythree Business Services Sdn Bhd
09.2019 - 10.2019
Bachelor of Science - Sports Studies
University of Malaya
04.2001 - 04.2021
High School Diploma -
High School Batu Pahat
04.2001 - 04.2015
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