About Sampada Tendulkar:
Goal-oriented professional with over 13 years of experience in workforce Management across Multiple LOB's such as Business Process Services, Corporate Business Services, Energy & Utilities, Medical & Pharma services, Technology & Startups.
My Core skills are Analytics, Capacity Planning ,Consulting, Project Management , Long/Short term Forecast, Long/Short term HC Planning, Resource and Revenue optimization, Customer Service, Client Relationship, Contact Centre , People Management.
Experience
Leading end-to-end WFM support including Forecasting, capacity planning, scheduling, RFP & resource planning & Resource repurposing.
Design solutions to Enhance Billability, identify leakages and minimize Investment. Track/Review/Report progress.
Conduct Analysis on Target VS Actuals OM/GM performance and drive solutions to improve the same in-Lieu with operations & Business Finance.
Prepare LOB Level Performance Dashboards & review with Business Unit Leads & Business Finance Leads.
Manage/develop the performance of 7 direct reportees, including coaching and performance reviews.
Providing strategic consultative support and guidance to new as well as existing (Internal/External) clients in a capacity of WFM Manager
Responsible to manage Targeted projects such as building in house WFM Capabilities, Non-Voice to Voice transition, Cost Reduction through Seat Utilization & Production Platform transitions etc with agile methodology.
Actively Monitor Process performance, Agent Productivity during contract cooling off period to evaluate risk of potential SLA breech if any and share dollar impact with respective team.
Support Quality blackbelt in glidepath creations with time & Motion.
Prepare Long/Short term forecasts (Volume/Headcount/Attrition/Training Throughput), Build Schedules, Prepare & Review Capacity Plans with Operations
Long /Short term Head Count planning
Custodian of SIPOC & SOWs for accounts under Scope.
Identify Automation Opportunities (Either Dashboards or Tracking Tools) & Deliver Solution in Collaboration with Analytics Team
Hands on Experience on WFM tools such as Teleopti-Calabrio, Nice-InContact, LivePerson, Genesys WFM
Demonstrated impeccable collaborative working.
Education
I am a post graduate from India in Logistics & Supply Chain & Graduate in Management.
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