Pawan Gupta

Symantec Corporation
Working as TEAM LEAD Resource Planning (Forecaster) with Enterprise Support Centers of Symantec. Implemented eWFM in EMEA & US Geo’s. Migrated Leave Management System from localized HR applications in respective Geo’s to eWFM as a central source to Manage Leaves for all the Symantec’s ESS centers.
Handle Cap Planning, Forecasting & Scheduling, and reporting needs for the respective Geo’s. Proficiency on eWFM to address Planning, Scheduling and Reporting needs. Working in a Multi-Skill, Multi-Location, Multi-Contact Types environment.
16 Nov 2009 - Till Date

Worked as Planning & Scheduling Analyst with NCR- Workforce Management Team since Dec’07. Managing responsibilities with focus on Optimized Schedules basis the SL Agreement, while ensuring relative Occupancy for Agents. Schedules Prepared in liaison with Client Forecasted Volume, AHT, and Staffing Requirements that would ramify the Hours/SL Targets.

Knowledge of Capacity Planning, Forecasting, Budgeting.

Preparing Schedules for approximately 1000 FTE’s

Liaise with Operations and Client in Preparing the Schedules

Experience on Erlang Methodology on Excel Spreadsheet.


Worked as a Real Time Analyst before moving on to the Planning & Scheduling vertical, ensuring seamless adherence to schedules, with prime focus on KPI’s like SL, AHT & ASA.

To do extensive research on US Companies (with client base of more than 1000), and figure out the decision making individual in corporate houses.
Getting in touch with the key Executives and to brief them about The Cast-A-Net Service (a Sales enhancing marketing tool), which would help increase the volume of sales by quantum times, depending on the line of their business and the target area.
Scheduling appointments for online demonstration of The Cast-A-Net Service.

Managing responsibilities with focus on business functions for developing technology solutions.
Interacting with clients along with Project Director for identifying needs and mapping requirements for various studies.
Creating schedules of all deliverables & communicating same to Project teams to facilitate resource planning and allocation by shift managers.
Translating client requirements for use by Software Programmers and simplifying project definitions and requirements.
Interfacing with project teams and clients for adherence to specifications, troubleshooting problems and ensuring seamless project execution.
Ensuring adherence to quality norms as well as implementing initiatives to reduce turnaround time