Sonam Malhotra

Experience

• 

  Wipro

  Oct 2006 - Dec 2014

   Maintaining headcount Planner on weekly/Monthly basis for all the processes owned with the updated headcount, training details, Client forecast, attrition% etc. Determine call center staffing requirements by analyzing trends, including call volumes and patterns, staff productivity, and upcoming business events. Analyzing and normalizing historical data to account for better planning for future. Generate the staffing Over/under based on the forecasted assumptions for the processes and generate hiring plan for next three months. Calibrating hiring plan with operations and adjusting variables in planner as per the requirement.  Developing process specific solutions/scenarios for any Ramp up/down plans. Prepare the Staffing Over Under file every month for all the LOBs. Preparing Request for Proposals for new business. To ensure the clear bifurcation between the Billable, Budgeted & Invested Resources of the process. To minimize the invested count and to have the plan available for the invested count if any for the process. Interacting with the respective owners for the follow up for the timely On boarding of the agents so that it does not hamper the business. Show less  Maintaining headcount Planner on weekly/Monthly basis for all the processes owned with the updated headcount, training details, Client forecast, attrition% etc. Analyze the actual data and revise the parameters (if required) with an approval from OPS and BFM. Generate the staffing Over under for the processes and generate hiring ASK for next three months. Discuss Hiring ASK with Front Office along with all the changes made in the planner. Developing process specific solutions/scenarios for any Ramp up plans. Calculate the shift Inflex in every two months for all voice processes by preparing different schedules and factoring the same in the planner. Prepare the Staffing Over Under file every month for all the BUs. Show less

  • Assistant Manager

    Jun 2014 - Dec 2014

  • Team Leader

    Oct 2006 - Jun 2014
• 

  Intelenet Global Services

  Dec 2014 - Jul 2016

  Assistant Manager

   Maintaining headcount Planner on weekly/Monthly basis for all the processes owned with the updated headcount, training details, Client forecast, attrition% etc. Determine call center staffing requirements by analyzing trends, including call volumes and patterns, staff productivity, and upcoming business events. Analyzing and normalizing historical data to account for better planning for future. Generate the staffing Over/under based on the forecasted assumptions for the processes and generate hiring plan for next three months. Calibrating hiring plan with operations and adjusting variables in planner as per the requirement.  Developing process specific solutions/scenarios for any Ramp up/down plans. Prepare the Staffing Over Under file every month for all the LOBs. Preparing Request for Proposals for new business. To ensure the clear bifurcation between the Billable, Budgeted & Invested Resources of the process. To minimize the invested count and to have the plan available for the invested count if any for the process. Interacting with the respective owners for the follow up for the timely On boarding of the agents so that it does not hamper the business. Show less

• 

  American Express

  Aug 2016 - now

   WFM practices & Seat Planning ,Customer relation & Account Mgmt.,Consultation & problem resolution , RFP,RFI support & Project Management

  • Manager Workforce Management

    Aug 2022 - now

  • Deputy Manager

    Aug 2016 - Aug 2022