Subhashini Balakrishnan

Experience

• 

  Dell Technologies

  Jun 2002 - now

  Leading the workforce management & Real time teams for APJ CSG & APJ ISG Tech support. Holding the additional responsibility of CCO Chairperson for Global Consumer Services between Clients & RSCCO functions including WFM, Realtime, Telecom, Demand & Capacity.Directing the team in regards to implementation of schedules to maximize contact center resources proactively as well as engage real-time to enable remote services team to best support the cliental of the organization. Managed the Workforce Management & Real time CCO team - Premium ( NA, UKI & ITS) and Focused on WFM, Agent productivity & Real-time event management.Partnered on ACD Consolidation project, optimizing WFM, skilling and maintenance for supported teams as well as Operational and Strategic HC planning & business alignment.Actively Managed RSL's HC governance and Ensured that HC is in line with the financial forecast and is getting the most out of the capacity plan. Managed end to end capacity planning for ABU Business and Directed Capacity Review Cycle Ownership for the RSL.Facilitated Monthly Scorecard (KPI Productivity, Capacity, Forecast, & Outlook) RSL & Direct report review.Managed RSL's HC governance and ensured that HC was in line with budgetary forecasts and optimal from a capacity standpoint. Successfully played a dual role of Capacity planner & CCO lead and managed the Canada & EMEA TS Queues.Took Responsibility for delivering service levels through appropriate workforce / network planning depending on demand.Took Lead for people engagement and RTB/CTB productivity initiatives as well as took responsibility of hiring, training & mentoring new talents who joined the team.

  • Director, CSG Call Center Operations

    Apr 2022 - now

  • Senior Call Center Operations Manager

    Oct 2018 - now

  • Call Center Operations Manager-II

    Mar 2016 - Oct 2018

  • Capacity Planner

    Mar 2014 - Apr 2016

  • CCO Lead & Capacity Planner

    Oct 2010 - Mar 2014

  • Call Center Operation Sr Analyst, Canada TS

    Apr 2008 - Oct 2010

  • Call Center Operation Analyst, Sales & Care

    Dec 2005 - Mar 2008

  • Call Center Operation Specialist, Sales

    Mar 2005 - Dec 2005

  • Manager On Duty, Canada TS

    Mar 2003 - Mar 2005

  • Tech Support Specialist

    Jun 2002 - Mar 2003