Work Force Management, MIS Manager, Capacity Planning Manager

Abdul Shiyad P P

Work Force Management / WFM Manager / MIS Manager / Capacity Planning Manager / Resource Deployment Manager

Overall Profile

Relevant Experience 11 Years

Skills Forecasting, Scheduling, Capacity Management, Resource & Material Planning, MIS Reporting & Analytics Previous Organizations Amazon, Tatasky, IBM, Sitel & POS Solution Professional Experience

WFM Manager, Amazon, Aug-2016 to Apr-2018 – Reported to Global WFM Leader Achievements

Setting up of Global scheduling team

Principal Responsibilities

Manage a team of WF analysts/Lead to support worldwide delivery of schedules.

Manage a team of WF analysts/Lead to support worldwide operations of Abuse Risk Investigation

Support SLA attainment of PAN TRMS functions from scheduling standpoint

Support and guide the team to achieve scheduling efficiency metric

Define metrics, goals, and strategic direction to the team Sr. Manager Capacity Management & MIS, Tatasky, Feb-2012 to Aug 2016 – Reported to Sr VP Field Service

Achievements

Setting up of Capacity Management System for Tatasky FSD function

Migration & Setting up of MIS team for Tatasky FSD function

Successful planning of DAS projects from FS standpoint

Successful planning of MPEG4 migration from FS standpoint

Successful planning of GSAT migration from FS standpoint

Deployment of E2E automated MIS

Principal Responsibilities

Preparation of AOP forecasting, internal & external AOP resource planning

Preparation of Rolling Forecast, Material Forecasting & Resource Planning/Tracking

Preparation of Outbound Call Centre Rolling Forecast & Performance Management

Manage MIS team for Field Service Reporting & Analytics

Financial Exposure Management in collaboration with the Finance team & SCM.

Deployment of Dashboards, Scorecards & Intraday MIS for Performance Management

Preparation of Board Review & Functional review packs

Liaison with sales, marketing, Customer Ops, SCM and finance function for day to day operations & project management Cell : 770-***-**** / 623-***-****

e-mail: *****.********@*****.***

Process Lead (Asst. Manager), Work Force Management, IBM, May-2010 to Feb-2012 Principal Responsibilities

Prepare leadership PPT for reviews & participate in leadership (EMEA) reviews on SLA attainment & Productivity

Technical Management of MIS team to deliver Dashboards, Scorecards & Intraday report

Guide and motivate the team to achieve individual, team & organization objectives

Drive EMEA GEO SLA attainment by supporting the delivery team with RCA, Projection Analysis, and forecast revising by interlocking with scheduling team.

Represent India Geo MIS for GDF Six Sigma Lean project WFM Analyst (Team Lead), Work Force Management, IBM, Jul-2008 to May-2010. Principal Responsibilities

Responsible for implementation of the Reporting & Automation Vertical setup

Responsible for setting up the base for Six Sigma Lean Project (GDF Project).

Design, maintain & present comprehensive dashboards on a timely manner.

Support Ad-Hoc requirements in accordance with priority.

Support delivery team with RCA & analytics as and when required.

Prepare competency level automated simulation for SLA attainment & utilization.

Prepare competency level Process Behavior Chart & Pool Health Index.

Liaising with hiring team, training team and operations to execute capacity planning Sr. WFM Officer, Work Force Management, SITEL, Nov-2007 to Jul-2008

Capacity Planning, forecasting & scheduling for non voice ISP campaign.

Monitor volume, AHT, and staffing trends to forecast. Adjust workforce requirements based on changing/dynamic forecasts to improve scheduling efficiency, quality and profitability.

Attending daily Intraday tactical client Meeting, Weekly performance and planning meetings.

Reporting & analysis of SLA metrics & Operational efficiency. VBA based Automation of reports. WFM Officer, Work Force Management, SITEL, Oct-2006 to Nov-2007

Real time monitoring & intraday reporting.

Address all the ad-hoc requirements on a timely manner

Took care of real time exceptions like high absenteeism, etc. Handled Alert system to send necessary alerts to the management team

MIS Analyst, Adecco Consultants, Chennai, Aug -2006 to Sep -2006

Generating & Analysis of reports related to Hiring (Outsourced for SITEL). Project Deployment & Training Coordinator, POS Solutions, Dubai, Dec-2003 to Jun-2004

Planning & Deployment of retail technology projects.

Provide pre-Sales demonstration to prospective clients & after-Sales support to the client. Computer Sci. Faculty, MK University DLP, Trichur Division, Nov-2000 to Mar-2001 & Jun-2002 to Mar-2003

Training of software subjects to BCA & MCA students. Awards Received

1) IBM: Was awarded the Hall of Fame Award in recognition to the contribution given to GDF (Six Sigma & Lean equivalent of IBM).

2) Sitel: Was awarded the Service Excellence Award for operations support Personal Information

Name in Full Abdul Shiyad P P

Date of Birth 14-May-1977

Marital Status Married

Nationality Indian

Education Bachelor’s in computer engineering, Donetsk State Technical University. Certification ITIL V3 Foundation Certified.

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