Ribin Baby
New Delhi
Summary
Dynamic Workforce Planner with extensive experience at Foundever, excelling in capacity planning and resource optimization. Proven ability to analyze performance reports and enhance service levels through effective stakeholder communication. Adept at utilizing Workforce Management systems to drive operational efficiency and deliver innovative solutions that meet organizational goals.
Overview
11
11
years of professional experience
Work History
Workforce Planner
Foundever
Gurgaon
07.2022 - Current
- Lead the coordination and execution of long-term forecasting initiatives for budget purposes
- Strategize with Operations to discuss weekly capacity plans while reviewing volume forecasts, internal assumptions and hiring for upcoming batches
- Analyzing to optimize offline activities and address occupancy challenges.
- Developed and maintained staffing plans in accordance with departmental budget requirements, ensuring efficient resource utilization.
- Monitored actual headcount against planned forecasts, adjusting strategies as necessary to meet service level agreements.
- Established effective communication channels with operational management and training teams regarding events impacting call volume and service delivery.
Workforce Planner
TaskUS pvt Ltd.
Gurgaon
11.2021 - 07.2022
- Worked as planner for multiple accounts, was responsible for scheduling as well
- Most of the accounts were based on FTE billing
- Got trained in google sheets and used it to automate reports
- Creating Roadmaps for training and Talent Acquisition team for the future batches
- Prepare Capacity plan weekly and discussion it with the shareholders
- Create roster file for all accounts for NA region via PowerBI reports
- Using Erlang create scheduling files weekly and show over-under to Operations
Assistant manager (Resource and Planning)
Concentrix India Pvt. LTd.
Gurgaon
12.2019 - 10.2021
- Worked for SiriusXM one of the largest client for Concentrix
- Handled close to 1000 fte’s.
- Part of the implementation process of Durban site and created schedules in IEX based on HOOPs
- Responsible for generating schedules in IEX, painting availability, creating schedule patterns, add work rules- daily and weekly, Manage and allot PTO allocations for the sites
- Generating Time Utilization reports for shrinkage.
- Discuss over and under with stakeholders
- Use Verint dump to Analyze Volume patterns and create Intraday arrival patterns
- Through h4h file calibrate with Ops on Headcount.
- Attending Capacity Planning calls and provide insights and inputs
Sr. Analyst Scheduler( Resource and Planning)
Webhelp India Pvt. LTd.
Gurgaon
11.2017 - 12.2019
- Worked for Vodafone Line of Business.
- Served as a resource to senior management resolving campaign related problems and finding end to end solutions
- Analyze forecasted volume and available staff to ensure that staffing is scheduled in the most efficient manner to properly utilize available resources and maintain acceptable service levels
- Analyze call volumes and patterns and cross check on the variances and upload in teleopti.
- Collaborated with Team Managers and Directors on regular basis to share information, present trends, and recommend solutions to fix on week to week performance.
- Monitor schedule adherence, schedule efficiency, rotation balance to make sure there is no major over / under crested.
- Built in attrition and planning assumptions in the planners as based on trends.
- Headcount analysis, creating of new batches and academy schedules , match short range and long range planners , advising capacity planner the need for movements and new batches to minimize the shortages.
- Analyzed call volume and staffing trends and makes recommendations to management in terms of Overtime, shift slide, shift shunts.
- Handled shift bids and shift review to realign the teams and change in shifts to meet all objectives
Associate Command Centre (WFM)
Convergys India Services
Gurgaon
06.2016 - 10.2017
- Handled U.S based AT&T line of business with KPIs such as service level and answer percentage.
- Handled Client Calls, Strategy Calls, taken care of the Business at the Enterprise level.
- Monitor programs for Real Time Adherence, Schedule Adherence, Work Force Management Functions.
- Schedule Adjustments (IEX).
- Interval & hourly reporting to client & concerned stake holders via MS Excel.
- Work on Applications such as TKS, CMS, IEX & IMDS etc.
- Addressing to the business correspondences via outlook as per business requirement.
- Manage approval & denial of discretionary activities, such as meetings, trainings & leaves. Program management.
- Monitor programs for Schedule Adherence, Schedule Optimization & Work Force Management Functions.
Coordinator Command Centre (WFM)
Convergys India Services
Gurgaon
07.2014 - 06.2016
- Real Time Queue Management for different sites. (IEX, Avaya & WFMNOW)
- Schedule Adjustments (IEX).
- Interval & hourly reporting to client & concerned stake holders via MSExcel.
- Downtime management.
- Addressing to the business correspondences via outlook as per business requirement.
- Preparing various reports pertaining to the specific requirements of the operations
Education
MCA -
Amity University
01.2021
BA -
Shyamlal College
01.2012
12TH -
Kerala School
Delhi01.2008
10TH -
Kerala School
Delhi01.2006
Skills
- Proficient with Workforce Management systems
- Ability to effectively interact with all levels of management and subordinates
- Ability to analyze performance reports
- Ability to provide suggestions and recommendations
- Ability to provide innovative and creative resolution
- Capacity planning
- Forecast analysis
- Resource optimization
- Data analysis
- Service level management
- Stakeholder communication
- Team collaboration
Hobbies and Interests
- Playing soccer
- Listening to music
- Watching movies
Languages
- English
- Hindi
- Malayalam
Personal Information
- Date of Birth: 06/19/90
- Gender: Male
- Nationality: Indian
- Marital Status: Single
Timeline
Workforce Planner
Foundever
07.2022 - Current
Workforce Planner
TaskUS pvt Ltd.
11.2021 - 07.2022
Assistant manager (Resource and Planning)
Concentrix India Pvt. LTd.
12.2019 - 10.2021
Sr. Analyst Scheduler( Resource and Planning)
Webhelp India Pvt. LTd.
11.2017 - 12.2019
Associate Command Centre (WFM)
Convergys India Services
06.2016 - 10.2017
Coordinator Command Centre (WFM)
Convergys India Services
07.2014 - 06.2016
MCA -
Amity University
BA -
Shyamlal College
12TH -
Kerala School
10TH -
Kerala School