Sandeep Munipelli

Experience

• 

  Synchrony Financial

  Aug 2012 - May 2018

  •Providing real-time monitoring via available tools (Verint Real-TimeAdherence, Avaya CMS Supervisor etc.) and workforcemanagement techniques to make intra-day adjustments•Reporting Daily attendance of the employees, their aux and offphone activities to the operations•Managed intraday agent productivity, performance exceptions andschedule adherence•Maintained constant communication with Operations teams tocoordinate needed staffing adjustments based on current andforetasted results•Generated and evaluating staffing schedules, and ensuring dataupdated into scheduling system•Real time direction of staff movements to ensure maximumefficiency while optimizing service and cost•Coordinated with various departments and centers on a daily basison staffing levels and production efficiency maximization as well asissues affecting production•Executed system modifications (e.g., schedule updates and queuemoves) and/or issue procedural notifications based on trigger eventse.g: AHT, volume, attendance, etc•To communicate agent efficiency or issues (improvement) to theoperations so that they can provide direct coaching/feedback to theagent. Show less

  • Workforce Planning - Senior Analyst

    Jan 2015 - May 2018

  • Process Developer

    Aug 2012 - Dec 2014
• 

  Accenture

  May 2018 - Dec 2023

  •To Ensure that the WFM function is providing optimal Capacity,scheduling and identifying new methods, strategies andopportunities to meet the staffing needs and service level•To Ensure the real-time management team is providing theappropriate real-time oversight and takes appropriate action to meetservice level goals and maximize efficiency•Collaborate closely with stakeholders to ensure wfm initiatives andpriorities are aligned and delivered to meet contractualrequirements•Monitored team performance, providing suggestions forimprovement and training to increase team efficiency•Analyzing historical trends by source, handle time, and root causeto identify operational opportunities and pro-actively communicatethis information to leadership while implementing appropriateaction plans•Publish dashboards for WFM metrics on a daily basis , conductdaily / weekly huddles and drive improvement by collaboratingwith operations•Review and analyze the monthly, quarterly and yearly PerformanceReports for both internal stakeholders and distribute as required•Perform other related duties and assignments as required and asassigned by Senior Manager, Support Services.•Led staff meetings to delegate tasks, assign workloads andcommunicate changing priorities.• Managed and mentored team of 11 to deliver exceptional service Show less • Automation of excel-based dashboards through BI tools like Power BI and Google data studio, which resulted in an FTE and dollar saving to the project • Prepared various KPI dashboards with various cuts and analysisResponsible in managing offshore operations with an Head count of300+•Responsible in managing headcount, and all the back-end reportingacross operations•To Monitor Operations KPI Metrics like CSAT, TRT, AR, Servicelevel, Quality, Shrinkage and Adherence and report to operationsaccordingly•Meticulously working on the data collated from various sources ofdepartment and preparing comprehensive reports•All the Reporting dashboards are prepared in Google Sheets andExcel & business intelligence•Preparing & Presenting Weekly, Monthly & Quarterly businessreviews to the clients and making out the performanceimprovement and focus requirement at necessary areas basis on theoutliers of business reviews•Attending weekly calls with operations to review Metricperformance and taking necessary actions•Reporting Month to date Unscheduled absenteeism numbers,Shrinkage, Service levels to operations and respective site leaders•To Monitor shrinkage and Adherence and report to operationsaccordingly Show less

  • Workforce Management Assistant Manager

    Jan 2022 - Dec 2023

  • Intraday Operations Analyst

    May 2018 - Jan 2022
• 

  Cognizant

  Dec 2023 - now

  Team Manager