Vijay Kumar Umapathy

Experience

• 

  Aegis Ltd

  Jul 2008 - Dec 2010

  Point of Contact for MIS Reporting, Analysis and Trending for all Processes pertaining to Bangalore operations. Reporting daily activity to Management. OPA Aux data entry and Daily Aux utilization report. Managing RTA, sending real-time messages to Management. HC reporting, adhoc Report requests, Daily Shift swaps and weekly off processing. Weekly Attrition reporting. Prioritize requests for off-phone activities. Communicate site-specific info and progress to GM & Planning Team. Oversight of data integrity and maintenance of eWFM database. Provide adhoc reports for site leadership as needed. Coordinate with site management to provide/align new hire schedules. Designing CMS reports. Building automated reports in Excel (VBA) Show less Designing templates based reports, planning and co-coordinating on seating. Maintaining an appropriate level of Escalation during downtime with our Global Help Desk and Production Support Team and getting it resolved at the earliest. Responsible for reengineering and documentation of all new and existing processes. SPOC for launch, monitoring and achieving the Line adherence Targets for major Campaigns of AOL. SPOC for the launch of Sit-up process and there by providing Support on monitoring, staffing and Scheduling. Show less

  • WFM Team Lead

    May 2009 - Dec 2010

  • WFM Specialist

    Jul 2008 - Apr 2009
• 

  Aegis PeopleSupport, Inc.

  Dec 2010 - May 2012

  Sr. Lead - WFM & Business Intelligence

  Leading a team of WFM professionals (11) responsible for FSS, Real Time Management and MIS Scheduling and Updating Training modules according to the new product launch & other vitality trainings so that up trainings do not impact Staffing levels. Working closely on OPS & Training for new hire training batch planning & reporting the same in Headcount and Staff planner to clients. Staffing and centralized tracking of call center activities like Call Arrival pattern, calls handled, Service Levels etc. Staffing and Scheduling Need Analysis to assess and identify the opportunity to reduce cost. SPOC for Table F reporting (Table F is a centralized KPI dashboard for all accounts/functions) Show less

• 

  Startek India

  Apr 2012 - Aug 2014

  Manager - WFM & Business Intelligence

  Responsible for implementing WF Automation Portal which displays all efficiency metrics on a real time basis by Line of business / SM / OM etcThis actionable intelligence portal enabled operations to help achieve efficiency & effectiveness in our daily operations and move from a reactive to a proactive model

• 

  Teleperformance

  Sept 2014 - Mar 2015

  Senior Manager - Workforce Management

  Responsible for Reporting, Automation & Business Intelligence Responsible for Seats Capacity Management for all the FHCS Sites. Responsible for WFM Training, Audit & Compliance, & WFM Transition. Responsible for BCP reporting and management. Responsible for WFM Portal Development (WFM portals for centralized seat capacity management, capacity planning, tick sheets for operations, revenue trackers for Senior Management etc)

• 

  Sutherland

  Apr 2015 - Feb 2018

  Director - Workforce Management
• 

  TaskUs

  Feb 2018 - Jun 2019

  Director - Workforce Management
• 

  Sutherland

  Jul 2019 - now

  • Senior Director - Workforce Management

    Nov 2021 - now

  • Director - Workforce Management

    Jul 2019 - Nov 2021