Nitin Sharma

Experience

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  IBM Global Business Services

  Jun 2007 - Oct 2013

  Lead WorkForce Analyst

  Roles & Responsibilities:-1 Monitoring Intra-day work volume, real-time staffing, AHT, agent schedule adherence, technology functionality, Exception Reports to all levels of Operations. Assessing availability for training, special projects and other functions.2 Regulating real-time call volume in a multi-skill, virtual call centre environment.3 Managing RTA Queue, CMIS (Central Management Information System) reports daily and monthly.4 Co-ordinating with Scheduling & Capacity Planning to establish processes for inter-departmental co-ordination (e.g. Capacity Planning / Central Scheduling / CMIS Teams) and with Operations.5 Using workforce management tools and software and call volume history to help manage intra-day staffing levels and to determine the most effective methods for staffing adjustments.6 Planning and scheduling employees on real time to specific shifts to maximize the utility of resources. Providing exceptions on schedule post discussion with Operations and swapping shifts and week-offs as per the business requirement. 7 Maintaining daily reports based on the performance of individual employee.8 Access to the Call Routing Tool (ICMS Script) that manages the call flow for 12+ centres (Onshore & Offshore) for 3 different technical processes. Show less

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  BT Group

  Oct 2013 - Aug 2016

  Senior Finance Professional

  Working as an MIS Billing-Analyst; was selected for Transition to take back the business from Tech Mahindra to BT.Roles & Responsibilities:-1. Creation of monthly and quarterly dashboards for billing and revenue for internal and external stakeholders.2. Net Settlement for different entities around the business and taking care of their Open Item Statement for currently visible invoices.3. Maintaining Debtor’s overdue status for collection purposes.4. Create and analyze internal reports related to corporate billing trends.5. Invoice generation and preparing reports for the Company’s corporate customers.6. Customization of billing systems and procedures that meet corporate customer specifications.7. Apply knowledge of industry best practices into the billing and collections processes; keep abreast of industry best practices on an ongoing basis.8. Oversee the custom pricing data for corporate customers.9. Monitor customer accounts in order to enforce credit limits. Show less

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  Concentrix

  Aug 2016 - Apr 2019

  Workforce Assistant Manager

  As WFM Assistant Manager I am the liaison between the Centralized and Site WFM teams. I am responsible for team project organization, centralized and site interaction, planning, and expediting/verifying the overall success of WFM management functionalities. Initiates and manages all WFM communications between centralized and site teams.~ Manage WFM personnel~ Forecasting, Manpower Planning, and Scheduling (In IEX).~ Responsible for effective Seat Utilization and allocation to ensure maximum productivity. Responsible for Leave management and preparation of headcount report for the process.~ Assuring Real-time Monitoring is rigorous and sharp to meet the Service Level objectives.~ Generating a trend analysis on the performance for the different Performance Improvement Plans implemented.~ Creating, implementing, and supervising performance improvement plans for management.~ Administration of setup and utilization of Community WFM software and ACD reporting.~ Administration of communication to and from Operations and other support departments.~ Collection and analysis and reporting of historical center performance statistics.~ Work with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources.~ Work with training and operations to coordinate multi-skill training for existing agents.~ Oversee communication to new hires on schedule process.~ Responsible for maximizing efficiency and occupancy while meeting service objectives.~ Oversee analysis and reporting of employee performance including schedule adherence.~ Recognizes and recommends operational and support improvements.~ Perform other duties and assignments as directed. Show less

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  Webhelp

  Apr 2019 - Nov 2021

  ~ Responsible for delivering high-quality WFM and business reporting solutions to clients and Operation Heads~ Planning the frequency and channels of communication and coordinating stakeholders across different areas of the business and company~ Identify and project manage key strategic initiatives and maintaining cross-functional relationships and coordination with various teams to support~ Providing end to end workforce solutions & manage internal communications plans, tactics, and outcomes Show less ~ Monthly, weekly, daily, and half-hourly forecasting of call volumes and staffing requirements based on historical call trends and business growth objectives. ~ Develop and maintain short and long-term forecast/capacity plans and ensure sufficient staff is available during peak periods ~ Analyze historical call trends by source, handle time, and root cause to identify operational opportunities, and pro-actively communicate this information to leadership while implementing appropriate action plans ~ Review and analyze the monthly, quarterly, and yearly Contact Center Performance Reports for both internal and external stakeholders. Show less

  • Account Planning Manager

    Jun 2020 - Nov 2021

  • Forecasting & Planning Manager

    Apr 2019 - Jun 2020
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  WNS

  Nov 2021 - Mar 2022

  Group Manager

  1. Strategic Client Collaboration: Partner with client teams to innovate solutionsand test new tools for enhanced WFM Contact Centre efficiency.2. Contractual Excellence: Ensure KPI/SLA targets are met for the account.3. Geographical WFM Management: Manage WFM Services for aligned accountsand teams across geographies.4. Vendor Relationship Management: Collaborate with vendors to optimize servicedelivery and maintain strong partnerships.5. Process Strategy Leadership: Define Process Strategy, Tools, and Solutions forWFM Disciplines.6. Continuous Improvement: Drive impactful projects for process enhancement.7. Transformation Leadership: Benchmark practices, identify gaps, and lead WFMServices transformation. Show less

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  Uber

  Mar 2022 - Nov 2023

  Planning Manager

  1. Strategic Oversight and Operational Direction: Spearhead strategic vision and operationalstrategies across BPO service area, aligning with company objectives. Employ analytical insightand critical thinking to resolve intricate organizational challenges, offering informedrecommendations for well-defined outcomes. Collaborated closely with the executive team todevise and execute effective manpower planning strategies.2. Transformational Work-stream Leadership: Drive design and execution of diverse work-streamsthat harmonize with organizational strategy, ensuring their effectiveness. Proactivelyconceptualize and implement solutions that optimize efficiency, streamline processes, and drivetransformative change.3. Collaborative Engagement and Stakeholder Management: Collaborate closely with internal andexternal stakeholders, ensuring seamless communication and proactive engagement. Createmechanisms to maintain stakeholder awareness of project progress and raise relevant flags foradditional support.4. Team Development and Performance Excellence: Coached team for peak performance, encouraged collaboration, and applied industry best practices for efficiency. Managed full employee lifecycle.5. Operational Agility: Spearheaded hands-on expertise across Forecasting, Resource Planning,Scheduling, and Intraday Management, ensuring seamless operations and optimized resourceutilization.6. Performance Management: Aligned rewards strategies with performance-based compensationwithin allocated budget constraints. Managed the end-to-end performance management cycleand annual goal-setting process.7. People Empowerment: Led team development for over a decade, fostering professional growth and success, while implementing effective People Management techniques. Demonstrated expertise in resolving grievances, even in high-pressure and intricate scenarios. Show less

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  Concentrix

  Nov 2023 - now

  Lead Planning Manager

  1. People Management: As an experienced leader with a proven track record, I am adept at steeringmultifaceted strategies and driving operational excellence. Currently serving as a PeopleManager, I lead a dynamic team of individuals, fostering their growth and ensuring alignmentwith organizational objectives.Strategic Collaboration and Solution Deployment: Collaborated closely with client teams todeploy innovative solutions, emphasizing strategic vendor management for optimized servicedelivery.Technology Testing and Deployment Leadership: Led testing and deployment of advancedtechnologies within the WFM framework, enhancing operational efficiency and productivity.Client Onboarding and Contractual Alignment: Managed smooth onboarding, aligning processeswith contractual obligations to foster long-term partnerships.Geographically Aligned Account Management: Effectively managed WFM services for diversegeographical locations, exceeding performance expectations and ensuring consistent servicequality.Proactive Issue Resolution and Oversight: Implemented proactive measures for issue resolution,leveraging vendor management principles to maintain service quality and client satisfaction.Process Strategy Development: Developed comprehensive Process Strategies and Solutions forWFM Disciplines, integrating program & vendor management strategies for enhanced operationalefficiency.Continuous Improvement Project Execution: Executed impactful continuous improvementprojects, driving transformative changes within WFM operations to meet evolving client needsand industry standards. Show less