ANIL MUDLIYAR
Seattle
Summary
Dynamic Scheduling Manager with extensive experience at Amazon Web Services, adept in NICE IEX and AI chatbot development. Proven track record in optimizing workforce strategies, enhancing operational efficiency by 40%, and leading global teams. Strong analytical skills combined with effective communication foster collaboration and drive performance improvements across diverse environments.
Overview
15
15
years of professional experience
Work History
Scheduling Manager
Amazon Web Services (AWS)
Seattle
04.2019 - Current
- Lead global team of Workforce Schedulers supporting 10,000+ engineers across 16 countries
- Manage end-to-end scheduling strategies and cross-site capacity optimization for 24x7 operations
- Develop BI reporting mechanisms for schedule adherence and operational efficiency
- Partner with senior leadership on site performance assessment and recovery planning
- Key Projects:
- Led migration of 5,000 employees from in-house CSSM to Aspect WFM
- Managed global transition of 10,000 employees to NICE IEX across 16 countries
- Developed AI-powered chatbot using PartyRock, improving resolution time by 40%
- Implemented JavaScript automations with Amazon S3 integration for schedule change requests
Senior Manager - WFM
Hinduja Global Solutions
Bangalore
05.2018 - 04.2019
- Oversaw global workforce management operations
- Developed forecast models and optimized staffing plans
- Led analyst team to improve operational efficiency
WFM — Planner
SITEL INDIA PVT. LTD
Mumbai
05.2015 - 08.2016
- Oversaw comprehensive planning, scheduling, and execution of account activities in real-time.
Led validation efforts by real-time and scheduling teams for accurate reporting within deadlines.
Facilitated meetings with key clients including ToysRus, MoneyGram, TXU, Shark Ninja, and HTC to align services.
Delivered strategic insights for staffing adjustments relative to workload trends.
Managed operational changes during peak seasons or site transitions efficiently.
Projected call volumes and other metrics while factoring in holidays and promotions.
Produced regular workforce reports highlighting trends affecting operational planning.
Evaluated reporting mechanisms periodically for effectiveness in meeting operational standards.
MIS Lead
Sterling Backcheck, Sterling Infosystems Ind PVT L
Mumbai
05.2013 - 05.2015
- Led MIS/WFM team to optimize workforce management and maintain accurate staffing data.
Forecasted weekly call and chat volumes to address staffing requirements effectively.
Scheduled resources using Excel to bridge intra-day staffing gaps efficiently.
Published reports on attendance, shrinkage, attrition, headcounts, and performance metrics.
Automated reporting processes to reduce manual errors and enhance efficiency.
Prepared monthly stacks and maintained historical incentive data for appraisals.
Coordinated with finance for timely payout of incentives and overtime data.
Conducted variance analysis using Minitab and SigmaXL applications.
Planner
Wipro BPO, Wipro Ltd
Mumbai
05.2010 - 05.2013
- Managed real-time scheduling and staffing forecasts to enhance operational efficiency.
- Reduced overtime costs while improving SLA adherence across multiple accounts.
- Oversaw operational reporting for various accounts, ensuring accurate data analysis.
Education
Post Graduate - Data Analytics
MIT Skills, Maharashtra Institute of Technology
Pune01.2018
Bachelor of Commerce -
University of Mumbai
01.2011
Skills
- NICE IEX
- Aspect WFM
- Blue Pumpkin
- JavaScript
- AWS S3
- AI/ML Applications
- Chatbot Development
- SQL
- MySQL
- Amazon Redshift
- Data Visualization
- Microsoft Office Suite
- Visio
- Minitab
- SigmaXL
- AI chatbot development
Timeline
Scheduling Manager
Amazon Web Services (AWS)
04.2019 - Current
Senior Manager - WFM
Hinduja Global Solutions
05.2018 - 04.2019
WFM — Planner
SITEL INDIA PVT. LTD
05.2015 - 08.2016
MIS Lead
Sterling Backcheck, Sterling Infosystems Ind PVT L
05.2013 - 05.2015
Planner
Wipro BPO, Wipro Ltd
05.2010 - 05.2013
Post Graduate - Data Analytics
MIT Skills, Maharashtra Institute of Technology
Bachelor of Commerce -
University of Mumbai
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