Amit Kumar Roy

Experience

• 

  Petron Civil Engineering Pvt. Ltd

  Nov 1997 - Nov 1998

  Site Engineer

  • To manage a complete site • To complete targets within fixed timeframe • To prepare daily reports of the quantity of work done and report to the Project Manager

• 

  Engineering Consultancy Services

  Nov 1998 - Feb 2002

  Business Development Manager

  • Generating business for the company • Corporate calls to our potential clients • Presentations for corporate • Assigning jobs to the subordinates • Motivating the team of executives • Organizing the project • Generating innovative ideas for improving performance • Preparing appraisals

• 

  Wipro Spectramind

  Feb 2002 - May 2003

  Technical Support Consultant

  • Helping America online members to get connected to internet, which requires troubleshooting software related issues (mostly), and some hardware issues. Queries that my team used to handle were related to conflicts between America online software and Windows operating system. Other queries were regarding the modem drivers and providing support to America online members to install/uninstall modem drivers.• Focusing team members on the purpose and task of the project; reminding all of the result the organization is looking for and how it fits with the organization's vision, mission and goals.• Organizing the group, securing meeting space, resources and clearing organizational boundaries.• Recognizing and celebrating accomplishments with leaders and members.• Communicating with others in the organization regarding the progress. Show less

• 

  CSC - Computer Sciences Corporation

  May 2003 - Oct 2003

  Manager - WFM

  • To provide final approval on client notification.• Responsible for ensuring the initiation of notification tree(s).• Responsible for Client, Account, and Service Delivery Management interface.• Supervise technicians to meet customer requests within established Service Level Agreements.• To manage the complete flow of work by ensuring change orders are appropriately assigned and prioritized.• To maintain primary responsibility for service level compliance throughout the fulfilment cycle.• To watch for transaction patterns that may indicate a more serious root cause.• To monitor the total workflow backlog in the queue and to ensure that the workload does not become unmanageable. Show less

• 

  IBM Daksh

  Oct 2003 - Jul 2005

  Deputy Manager (Workforce Management)

  • Scheduling & Forecasting• Lead a medium sized team of specialists in call center reporting, forecasting and scheduling analysis. Responsible to ensure the delivery of efficient, accurate and timely workload forecasting, real time management of call center staffing, and regular scheduling that matches workload requirements.• Provide hands-on assistance to my team in case of problems, both, through direct intervention and mentoring.• Ensure complete reporting to the client• To ensure that the SLA (Service Level Agreement) is always within the permissible limit• To always be in touch with the middle and senior management of our client companies, and report the latest changes/events on the production floor immediately.• Responsible for the highest level of security to be maintained for the data related to the client• Responsible for raising invoice to the client• To calculate the attrition rate and maintain the minimum count of FTE (Full Time Employee) on the production floor at any given time.• To embody the spirit of excellence through team building, able leadership and sound man-management skills• Be directly responsible towards fostering the development of the team by motivating them and ensuring career advancement and a long-lasting and fruitful relationship of the team with the Company through feedback and counselling Show less

• 

  24/7 Customer

  Jul 2005 - Jun 2009

  Senior Manager (Workforce Management)

  • Scheduling & Forecasting• To ensure that the SLA (Service Level Agreement) is always within the permissible limit.• Responsible for the highest level of security to be maintained for the data related to the client.• Prioritizing and Escalating Problems • Tracking Metrics and preparing stacks to measure agent and team performance• Recruiting, developing & training all Workflow site personnel• Identify and automate tasks/sub tasks within a process• Data assimilation• Design of reporting tools and templates• Process documentation and process flow charts• Ensuring process compliance• Responsible for raising invoice to the client• To co-ordinate with the SDT (Software Development Team) on a regular basis and to develop software on various processes identified by us to be automated, thus resulting in process improvement• Asset Management, Risk Management and Change Management Show less

• 

  Steelfab Structural Associates

  Jun 2009 - now

  Sr. Program Manager - WFM/Operations

  * Establish and maintain consistency, quality and timeliness of reporting.* Take active part in planning and conducting emergency planning and emergency response work.* Capture, document and promote lessons learned, best practices and standards.* Create and deliver work-plans and budgets on preparedness and continuity.* Attend and propose seminars, workshops and meetings.* Implementation of ‘real-time’ reviews and evaluations during and post operations.* Providing technical support on scanning, reviewing and analyzing risk.* Identification of training requirements to include key training on leadership, coordination and management.* Identification of transition strategies and also exit strategies in co-ordination with other respective teams.* Consistently achieve high-level results, managing and delivering projects and activities on-time and on-budget.* Excellent leadership and supervisory skills, providing others with a clear direction, motivate and empower others.* To analyse and present diverse and complex quantitative and qualitative data from a wide range of sources.* Ability to prioritize, organize, manage and adapt management style according to need.* Excellent communication and negotiation skills and ability to convene stakeholders.* Fostering integration and teamwork. Show less