Director - WFM
Sutherland Global Services
Total years of experience :10 years, 4 months
* As a WFM director at Sutherland I am responsible for setting up WFM for a group of accounts.
* My goals are to introduce process improvements to programs, ensure they meet management expectations & deliver productivity and profitability on a consistent basis.
* I act as a SME/Auditor for WFM processes & can be called upon to improve WFM for any accounts that need push on performance.
* I work as a primary contact person for all client related communication with respect to WFM deliverables.
* I presently handle a team consisting Manager, RTA's, Schedulers, forecasters.
* My responsibilities also include training & mentoring WFM staff to improve delivery on Real time management, scheduling, forecasting, capacity planning & reporting.
* My focus is to setup processes, implement WFM tools & hire the right WFM staff for each of the accounts to achieve the following: ➢ Improve forecasting accuracy to 95% -105%.
➢ Improve scheduling accuracy to 95% -105%
➢ Improve daily service level performance to meet targets consistently.
➢ Improve interval adherence & schedule adherence.
➢ Increase handling capacity by reducing revenue leakages/shrinkages.
➢ Ensure the program meets 30-60-90 day forecast volumes.
➢ Improve seat utilization.
Commerce Graduate from Mumbai University.