Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative
Sandeep Kuppili

Sandeep Kuppili

Capacity Planning Analyst
Hyderabad

Summary

A motivated and adaptable professional, highly resourceful, innovative and enthusiastic Analyst having considerable work experience and possessing considerable knowledge in real time analysis, scheduling, capacity analyzing, resource planning, data management, new hire ramp ups and bias in action whenever necessary. Adept with Microsoft Excel and Data Mining. Having an impressive track record of delivering major operational challenges during peak business hours and of orchestrating resources for optimum productivity, efficiency and quality. Demonstrated flexibility and ability to work on independent initiatives like setting up workflow processes for a new site, process improvements and mentoring colleagues. Key skills include Microsoft Excel, Data Management, Strong Analytical thinking, Workforce Planning and Management, Contact Center Analytics and WFM Tools such as IEX and Verint. Keen to find a challenging position in an ambitious company where I will be able to continue to increase my analytical skills.

Overview

7
7
years of professional experience
3
3
Languages

Work History

Resource Optimization Specialist

GOC Services India Private Limited
Hyderabad
05.2022 - Current
  • Responsible for providing detailed review of weekly and monthly performance of the product.
  • Calculating short-term and long-term required headcount to achieve targeted service level.
  • Perform trend analysis and create reports and present it to the main stakeholders.
  • Mitigate capacity risks and provide capacity levers by managing dependencies across multiple operating sites.
  • Collect and analyze historical contact volume and AHT data to ensure emerging trends are captured, identify and normalize outliers thereby.
  • Maintain and analyze records of actual contact and staffing volumes compared to forecast.
  • Monthly discussions with stakeholders on the forecast lock, billable hours, billable headcount and assumptions.
  • Maintain the capacity file through regular discussion with stakeholders to plan for attrition assumptions, KPI requirements, workflow growths and reductions.
  • Analyze actual to forecast trend, forecast accuracy, trend analysis, shrinkage analysis and utilization analysis.
  • Provide strategic recommendations to operations to maximize staffing according to business need and attain targets.
  • Hosting capacity calls to provide recommendations to leadership to mitigate risks, address shortfalls, and attain our KPIs.
  • Collaborate with global WFM team and leadership to deep dive and resolve data misalignments.
  • Provide comprehensive support in deep diving issues to devise and implement continuous process improvements and business solutions.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Applied effective time management techniques to meet tight deadlines.
  • Cultivated interpersonal skills by building positive relationships with the stakeholders.

Capacity Planning Analyst

SITEL India Pvt. Ltd.
Hyderabad
11.2021 - 05.2022
  • Based on the forecast, find out agents required for each interval per week.
  • Manage Holiday Allocation at agent and business level and ensure effective employee engagement.
  • Ensuring capacity plan provide an accurate projection related to volume, HC, shrinkage, hiring batches, attrition to meet the desired target
  • Assumption Management: Factor shrinkage, leaves, absenteeism, volume and AHT trends when devising capacity plan
  • Capacity Plan management to support optimization at recruitment and training level.
  • Investigating mid to long-range planning cycle, defining the strategy for future decision making.
  • Analyzing trends in data and Operations/Client feedback to identify and drive improvement initiatives.



  • Attend daily staffing review calls and weekly planning calls with operations and management detailing previous and current day’s/week’s performance and forecasted performance of remainder of current week and next week, while also identifying risks.
  • Based on the updated short-term shrinkage and delivery outlook, update or recommends schedule changes to optimize schedule.
  • Keys exceptions requests, updates schedule and responds to escalated issues and perform ad hoc reporting as needed to support information requests.
  • Runs, analyzes and publish reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
  • Working with the off-shore teams to identify any activities that may impact specific targets and finding a solution to it.
  • Provide authorization for all planned or unplanned activities and coordinate approved activities with management.

Workflow Analyst, Planning and Scheduling

Convergys India Services Pvt. Ltd
Hyderabad
05.2018 - 10.2019
  • Strong analytical and mathematical skills to collect and interpret data to solve any complex issues.
  • Running "what-if" scenarios for Contact Center staffing and making decisions accordingly as per business requirement.
  • Lead weekly production and capacity meetings with operations and handle client meetings.
  • Produce reports and compute statistical analysis to determine optimal staffing levels.
  • Plan and create new hire schedules while tracking shift availability
  • Maintain proper staffing levels and escalate on any discrepancies.
  • Excellent knowledge of workforce management calculations, technologies and key performance indicators.
  • Collaborate with Contact Center Leaders and Business Partners to identify opportunities for overall improvement of service levels, key performance indicators and resource utilization.
  • Utilize the intraday forecasting data to assist with analyzing real time staffing requirements needed to meet the service level and workload allocation objectives.
  • Worked closely with the Operations to offer overtime or surplus (Approved Time Off or VGH) based on Service Level projections.
  • Provided in-depth analysis and daily reports to Sr. Management and Operations Team on the trends.
  • Analyzed service level agreements and provided the most efficient strategies to management on how to resolve the issues.
  • Monitor and analyze call volume distribution to ensure efficient accessibility and service levels.
  • Provided the input to improve our customer experience and satisfaction with Call Center cost and efficiency in mind.
  • Developed proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency.
  • Increased operational efficiencies through effective forecasting and scheduling.
  • Train others on Workforce Management solutions and processes.
  • Supervising a team of 15-20 analysts on real time and data analysis.



Sr. Workflow Analyst, Scheduling Analyst

Amazon Development Center India Pvt. Ltd
Hyderabad
08.2015 - 11.2016
  • Managing planned shrinkage to protect service level goals.
  • Analyze data through the use of data mining to drive the decision of key Workforce issues, such as queue management, skill and profile management adjusting to the variation of incoming volume versus capacity available.
  • Interpret and communicate data impacting the current operation and department, including schedules, productivity and other critical inputs that could impact service levels, customer experience.
  • Responsible for managing workflow and analyzing workforce efficiency for approximately 2500+ employees.
  • Provide the optimal workflow and capacity planning solutions for the upcoming initiatives and new service launches at that site.
  • Assist the CSSM team (Amazon in-house Workforce Management & Scheduling system) in their development of a new set of self-service tools that will allow users to serve directly onto CSSM, reducing time and effort and removing the double handling of information and tasks.
  • Works very closely with CPA and GCC teams from Worldwide Capacity Planning to ensure daily service levels in all Operational Units.
  • Work closely with third parties and GCC team to understand performance of all contact medium, calls, TTs and email contacts.
  • Prepare a Weekly Deck Report of the volume incoming to the contacts being handled and present it to the Senior Operations Team and take necessary actions for the upcoming weeks if being missed.
  • Innovative and creative in finding solutions/ designing improved methods, systems and processes.
  • Enthusiasm for continuous improvement and change
  • Prepare a Performance Review of the site for all the queues being handled and share it with the Senior Operations Team.
  • Training and supervising a team of 20 analysts and shadowing them on basic workflow duties and responsibilities
  • Won the best analyst award for handling the Amazon Peak 2015- 2016 successfully.

Real Time Analyst

Amazon Development Center India Pvt. Ltd
Hyderabad
08.2014 - 07.2015
  • Managing planned shrinkage to protect service level goals.
  • Review the schedule request scenarios and provide leadership with impact analysis and recommendations.
  • Identifying and mitigating emerging risks and assisting in potential plans for service level protection/recovery.
  • Research forecast and call volume drivers.
  • Monitor, track and analyze call center service level performance and scheduling assumptions.
  • Review metrics with the leadership team to ensure consistent quality performance.
  • Develop/maintain a series of workflow related trackers that drive day to day site-wide production efficiency (PTL, Shrinkage, OT/VTO fill rates etc.).






Process Associate

Amazon Development Center India Pvt. Ltd
Hyderabad
09.2012 - 07.2014
  • While assisting customers over their queries was the primary job role, I have been promoted as "Subject Matter Expert" within 4 months from the date of joining and have assisted 7 teams during the "Amazon Peak 2012-2013" that also won me a "Customer Obsession Award".
  • As a process associate, I have been part of ACES team, a team that works for customer excellence and submitted two projects to the which were worked by the concerned software development teams and the changes were brought into production that won me great laurels.
  • Have been promoted as a Sr. Process Associate for a newly launched team, " Search and Rescue"- for Amazon US NA Operations in February 2014.
  • During this period, on being a part of the new launch team, played the role of a "Bug Finder" where the primary role was to report on any technical bugs and help in the smooth run of the process.
  • Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth

Education

Bachelor of Engineering / Bachelor of Technology - Electronics and Communications Engineering

Marri Laxman Reddy Institute of Technology
Hyderabad, TG

Intermediate - Mathematics, Physics and Chemistry

New Vision Jr. College
Hyderabad, TG

State Board of Secondary Education: Xth -

Gowtham Vidyalaya
Hyderabad, TG

Skills

  • Self-motivated, creative thinking and extremely organized
  • Strong written and verbal communication skills
  • Ability to solve for both service level and productivity concerns with challenges of minute-to-minute change
  • Experience in building, analyzing, and manipulating call center capacity
  • Strong mathematical, analytical, communication, and organization skills
  • Positive attitude and self confidence
  • Capacity Planning and Data Analysis
  • Stakeholder and Vendor Management

Timeline

Resource Optimization Specialist

GOC Services India Private Limited
05.2022 - Current

Capacity Planning Analyst

SITEL India Pvt. Ltd.
11.2021 - 05.2022

Workflow Analyst, Planning and Scheduling

Convergys India Services Pvt. Ltd
05.2018 - 10.2019

Sr. Workflow Analyst, Scheduling Analyst

Amazon Development Center India Pvt. Ltd
08.2015 - 11.2016

Real Time Analyst

Amazon Development Center India Pvt. Ltd
08.2014 - 07.2015

Process Associate

Amazon Development Center India Pvt. Ltd
09.2012 - 07.2014

Bachelor of Engineering / Bachelor of Technology - Electronics and Communications Engineering

Marri Laxman Reddy Institute of Technology

Intermediate - Mathematics, Physics and Chemistry

New Vision Jr. College

State Board of Secondary Education: Xth -

Gowtham Vidyalaya

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Sandeep KuppiliCapacity Planning Analyst