Vijender Bisht
- 1. Vijender Singh Bisht Mobile: - 9920604402 Email: Vijen_aries@yahoo.co.in http://www.linkedin.com/in/vijendersingh Seeking assignments at Senior Management level with a reputed organisation in service Sector. Profile Synopsis Self motivated confident, innovative, energetic and logical person with broad outlook in life. Excellent relation with people I worked with or the people I worked for. I believe in continuous improvement and augmentation of my skills and knowledge. An accomplished professional with rich distinction of researching in areas of operations, resource planning, forecasting, scheduling, process improvement, workforce , process development. Technically astute with experience in telephony systems Technology. Applying leadership skills, coordinating and result orientation. Establish performance goals to meet efficiency levels. Proficient in heading the Team, possess good interpersonal, communication with demonstrated abilities in team management and re-engineering of customer-facing and internal operations processes in a career span of 10 years. Currently leading functions of Resource & Capacity Management, Hiring, WFM, Performance Management, MIS & Automation in capacity of Service Delivery Leader at First source (SM). Experience in leading and managing complex projects and collaborating with cross functional teams. A keen planner, strategist & implementer with demonstrated abilities in devising operational activities and accelerating business growth. Adept in managing business operations with focus on top-line & bottom-line performance and expertise in determining company’s mission & strategic direction as conveyed through policies & corporate objectives. Strong organizer, motivator, team player and a decisive leader with successful track record in directing from original concept through collaborative implementation to handle diverse business center dynamics. An out-of-the-box thinker with excellent leadership skills and demonstrated abilities to meet deadlines & work under pressure. Pioneered concepts such as Split shift based scheduling models. Have been instrumental in successfully set up WFM & MIS verticals and centralized these functions for organizations; thereby reducing costs, standardization of WFM processes and bringing in efficiency in domain expertise. Experienced in planning & budgeting with focus on P&L for large operations. Well versed with Call Center Technologies such as CMS, Symposium, & WFM software Blue pumpkin, IEX, Prohans, Work flex etc. Have keen interest in Analytics as have affinity towards numbers, investigation and analysis to combine with business acumen in order to provide better insights for effective decision making. Core competencies • Building a team that effectively supports client programs, products and services. • Driving the development of superior customer service and high performance. • Strong structured problem solving abilities and intellectual aggressiveness • Ability to make quick, high level impacting decisions • Superior multi-tasking, organizational and prioritization skills • Ability to anticipate and proactively take measures to address future business needs Values • Working with Integrity and honesty with Innovation • Strive for excellence in whatever we do with sensitivity towards others • Being a Learner, Player & Grower. Functional Expertise • Resource & Capacity Management- Plan for Future Resource Requirements due to Ramp/Attrition. Ensuring right skillset for right role at the right time in the right place. • Matching internal requirements through internal skill search before going external • Forecasting & Executing Resource Management to ensure accounts are staffed according to contractual requirements
- 2. • Liaising with Recruitment Team to ensure timely sourcing to meet hiring targets.Leading & Mentoring teams to drive results in a continuous improvement environment • Customer Analytics & Solutioning – Analyze Customer trends and behavior to provide strategic long term viable solutions to improve customer experience and drive costs. • Project Management- Planning, organizing and managing resources • Service Delivery- devising processes to constantly meet demands of real-time business change • Management Information System – provide real-time historical data to all functions to enable critical business decisions • Systems Integration & Automation- transforming organizational needs of process improvement into automated systems and integrating existing systems to improve advisor performance to deliver customer experience • Performance Management- Engage, Coach, being a Learner, Player & Grower through collaborative leadership • Forecasting Call Volumes & AHT to derive look ahead on workload for capacity planning • Derivation of Infrastructural & IT asset requirements based on workload • Project Budgeting – formulating budget allocation to ensure business goals are met • Managing Performance through effective MIS/reporting • Continual analysis of changing call patterns for DOW/ intra day changes to ensure best optimization of staff as per the call arrival pattern • Real Time Adherence & Exceptions Tracking. Presently using eWFM (Aspect) as a workforce tool. Previously worked with IEX for Schedule Adherence • Schedule adherence based model to ensure adherence to published schedules through adequate reporting to ensure this. • Scheduling agents based on call arrival pattern. Dynamic Scheduling- changing schedules as and when required to best meet any changes in pattern • Ensure Service Levels by effective volume forecasting and head count planning • Work with operations to ensure the floor AHT/ attendance are in control by real time alerts and escalation management • Balancing overtime needs with Service Level as and when required in cases of high volumes or outages • To effectively utilize agents by optimum staffing and break management, and then further working on the Training and Feedback Aux planning to ensure all training/coaching needs are met without impacting Service Levels. Professional Experience Firstsource Solution Limited July’2013-Till date Mumbai Sr. Manager-WFM Functional leader and client facing for project & leading a team of 14 WFM & MIS across 2 locations Mumbai & Chennai. – Reporting directly to GM WFM Provide functional, collaborative and directional leadership to a team of 50 working in Customer Operations, Behavior Analytics, Solutioning, Transitioning, MIS, Process Automation, Strategic Business, Capacity Planning, Workforce Management and Operational control. A central role coordinating and working together with HR & Recruitment, Training, Facilities, Transport, IT, Client Management & Operations to ensure Key Performance Delivery Goals of the company. • Managing the WFM operations for BFSI account spread across 3 locations and various verticals of inbound, outbound, emails • Lead the automation initiative and provide valuable inputs on enhancements • Drive critical projects which can result seat optimization and internal customer delight • Involved in strategic planning. • Supporting as an internal consultant to other programs within company to improve the performance and sharing best practices. • Have been rated as “Above Expectation” 5 times out of 6 appraisal cycles • Leading customer analytics initiative for the program to enhance customer experience:- repeat, TAT, customer behaviour, Call per sub impact etc, PBC contactbility analytics. • Consultant to the vertical heads to provide inputs to meet KPI and profitability, contract clauses, by creating strategic to remove road blocks and meeting desired level of performance . • Standardization of processes across Geographies
- 3. • Revenue Generation of 40K USD Dollar for consecutive 2 Years with partnering with operations. Firstsource Solution Limited July’2010-July’2013 Mumbai Manager-WFM Provide functional, collaborative and directional leadership to a team of 14 working in Customer Operations, Behavior Analytics, MIS, Process Automation, Strategic Business, Capacity Planning, Workforce Management and Operational control. • Managed the east WFM operations for Telecom vertical for 3 centres with Approximately 3000+ operations manpower and representing East in various calibrations • Assisted centre head and ops heads in analyzing and driving profitability. • Responsible for resource planning, Forecasting, Scheduling and capacity calculation along with reporting, real time monitoring, Manpower management. • Worked with management team in alignment with organisation goals and ensured that the service standards consistently exceed the desired levels by providing inputs to ops to drive KPIs. • Managed client centric operations & ensured client satisfaction by achieving delivery & service quality norms. • Administered performance management by diagnosing improvement opportunities, providing effective feedback and recommend corrective strategic action plans. • Assessed internal control procedures specific to business and support areas and ensured workflow efficiencies, customer service excellence, and quality. • Performed audits checks, developed performance reports, identified areas to improve, and implemented measures to improve performance levels and met objectives and develop risk assessments for critical business processes. • Created and sustained a dynamic environment that fosters development opportunities and motivates high performance among Team members. Firstsource Solution Limited Dec’2008-July’2010 Kolkata Assistant Manager-WFM • Designed and implemented a range of BPO review reports & audit formats • Co-ordinated with respective managers for data collation and ensured various MIS and reports are sent to corporate and client on time with accuracy. • Indulged in the analysis of the Operations Performance and guided them to achieve deliverables. Provided the analysis in various required areas. For instance, effective tracking and allocation of the manpower, shrinkage, adherence, and recruitment requisition daily productivity calculation. • Mentored the various projects on scheduling , forecasting and reporting engine Achievements & Projects • Lean Project –The project started with a baseline where target was 70% reduction in man-hours required for Daily defined MIS KRA. Post project we achieved 80% automation of reports and reduction in workload and it helped in improving productivity of the team. • Study conducted to analyse the Impact of Volume, AHT and Interval Pattern. • Rationalisation in operational headcount: By deploying various scheduling model in Karnataka centre. We have reduced the 10% production manpower by increasing productivity and with reduction of 10% manpower, were able to manage 20% hike in call volumes. • Attendance reconciliation: By analysing and tracking the deviation from the set procedure of attendance marking and auditing saved the cost impact of 4 Lacs per month. • Sankshep Project: Independently developed the information intranet portal to increase transparency and easily accessibility of Information (Data) to reliable sources. Trainings Undertaken • Green belt trained. • WFM Silver certification. • Scheduling Model workshop.
- 4. • 6 thinking HATS Methodology. Tata Business Support Services Dec’2004-Dec’2008 Mohali Sr. Team Leader- WFM/MIS • Managed the Tata Sky operations and TTSL WFM/MIS Operations Since Inception of Process- reporting to VP Operations. • Designed and implemented various version of BPO review reports & audit formats • Actively handled various Job responsibility like recruitment and induction of new Hire batches along with Avaya CMS training. • One single point of contact for the entire Database for Mohali center. Represented MIS/Centre in calibration with other departments of company/Client & Backend respectively. • Proactively assisted operations head and centre head to define and streamline the process. • Conducted PMI awareness sessions for Tata Sky and TTSL process and Service Request training exclusively for TTSL process. Significant Contributions/Achievements: • Billing adjustment improvement: Error% was reduced to 5% from 39% in 3 months. • Internal SR audit and SLA adherence: Close looping of complaints/requests. • Robin-hood Standardization project Standardization of Retention Process for TTSL Repeat calls Analysis: find out reasons for repeat calls. Project helped us to identify AOI in regard to lower % of FTR. Training Undertaken • 7 days training from ONTRAC STAR for leadership training • Corporate training on management information system & Blue Pumpkin rostering Software. Educational Credentials 2003 Graduation from Punjab University with Economics 2001 Diploma in information technology from CEDTI. • Future education plan- would like to do the one year Certification Course in Business Analytics - aiming to start next year in 2015. • Currently doing Black Belt Training from benchmark Reference • Vertical GM- Sunil Karkera GM- WFM-India Operations, Cell # can be provided on request • Reporting Manager- Sunil Sharma VP Operations BFSI India Operations, Cell # can be provided on request • Previous Reporting Manager – Avik Choudhari, Currently AVP, Aegis Australia, Cell # can be provided on request Personal Details Permanent Address : D 404, Chandresh Madhuban, Lodha heaven, Nilje, Dombivili (East), (Mumbai) Date of Birth: 2nd April 1981 Date: VIJENDER SINGH BISHT