Manas Chawla

Experience

• 

  Convergys

  May 2007 - Jul 2016

  1st June'15 till 15th July'16 Determine appropriate staff management levels and implement strategies to ensure the efficient operation of the department. Work with support departments to ensure staffing strategies are effectively executed.  Achievement of budgetary measurements & maximizing revenue generated efficiency. Responsible for the executing global operating model for WFM support across the globe. Instrumental in building good relationship with the operations and Client Team. Work on driving changes and providing thought to the leadership by building customer relationship in achieving the company goals. Negotiation with Internal and External Clients for Project Development. Performed a series of in-depth and analytical, administrative and research duties related to the program. Leading team within organization and helping them coordinate effectively and work towards high standards of business ethics. Show less  Monitoring the intraday activities of the team to ensure smooth functioning in the programs.  Maintaining good team hygiene along with keeping the team motivated to work efficiently. Constantly monitoring & analyzing MTD performance for the programs and providing suggestions to operations for improvement on timely basis to achieve the monthly goals. Performed a series of in-depth and analytical, administrative and research duties related to the program. Development and maintenance of Standard Operating Procedures (SOP). Work on driving changes and providing thought to the leadership by building customer relationship in achieving the company goals. Differentiating between high performers and low performers of the team and helping them to improve further. Coached and trained high performing team members to attain the next level in their hierarchy. Worked closely on team building and ensured to create a fun at work environment. Trained newly hired employees on both WFM knowledge as well as program specific tasks. Show less • Responsible for the day to day, minute to minute monitoring of projects for Real Time Adherence, Schedule Adherence, Line Adherence and other related Work Force Management Functions. • Intraday management, line management, Queue management, Staffing, Internal Forecasting and Scheduling for the projects.• Responsible for central traffic desk.• Responsible for Tier I support for any downtime or outages.• Reporting includes Variance Reports, Client Reports, End of Day Reports, Performance Reports, Outage Reports and Escalations as and when required.• Offering Single Point of Contact or in other words providing a bridge between Operations and Clients.• Effective management of the Service Level Agreement as per client.• Managing the Process SLA targets and improvement plans based on the Six Sigma methods.• Strategic Planning and Execution.• Development and maintenance of Standard Operating Procedures (SOP). Show less

  • Workforce Manager

    Jun 2015 - Jul 2016

  • Assistant Manager, Workforce

    Oct 2013 - May 2015

  • Associate Workforce Management

    May 2009 - Oct 2013

  • Customer Care Officer

    May 2007 - Apr 2009
• 

  Concentrix

  Jul 2016 - Aug 2018

  Workforce Manager
• 

  Uber

  Aug 2018 - now

  Working as a Vendor WFM Manager for all Partners across India SA and ANZ Region. Managing Forecasting, planning and hiring for 100+ LOB to ensure smooth operations and execution.

  • Manager Program Management

    Mar 2024 - now

  • Senior WFM Program Manager

    Mar 2021 - Feb 2024

  • Workforce Manager

    Aug 2018 - Feb 2021