Flora Eugin
Program Manager II |Amazon| Google - GOC| Uber| Forecasting and Capacity planning
- Role
- Program Manager Ii at Amazon
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Flora Eugin
Dynamic, driven and highly motivated professional with Masters in Applied Statistics and ~8 years of work experience in Workforce management, Forecasting, Resource planning, Vendor management in diverse verticals across e-commerce, logistics and digital marketing industry. Academically a gold medalist, technically a nerd!Passionate about data and business — \'It\'s still Day one to set the world on motion and reimagine customer experience\'. Planning:Optimizing enterprise cost metrics through resource optimization strategies. Enterprise Capacity Modeling, Supply and Demand Analysis, Intraday performance managementDeveloped long-term forecasting models and maintained forecast accuracy of >=85%.Successfully launched WFM support for 6 digital marketing pods across GOC sites in India.Launched, Led and managed forecast and capacity planning for long term and short term in Project Nova for Technical solutions in 3 workflow specializations across 17 languages in Gold/Silver/Bronze customer segments for 24/5 support worldwide.Led Monthly discussions with stakeholders for optimum HC allocations for significant cost savings.Developed the best fit capacity plan and manage end to end, accounting for attrition assumptions, KPI requirements, workflow growths and reductions.Roaster maintenance to track employee lifecycle.Historical analysis - trend analysis, seasonality analysis, shrinkage analysis, utilization analysis, actuals to forecast analysis.Assisted in business reviews and serve as a substitute workflow team lead of Project Nova along with mentoring, training support for the team.Created short range forecasts for multiple countries, languages, modalities and products from Rides to Eats and everything in between.Analyzed historical inflow, AHT trend analysis, Actuals to forecast analysis.Maintained and managed capacity plan of Vendor operations across APAC, EMEA, LATAM and NA.Tracking productivity against allocated minutes. Investigate operational issues as needed and provide scalable solutions, working cross-functionally with the appropriate teams.Investigate operational issues as needed and figure out scalable solutions, working cross-functionally with the appropriate teams.Hands on Experience on CSSM, Purecloud (Genesys), Verint tools.Key Skills: SQL, Excel, R programming, Python, Google sheets, Salesforce, Tableau.
Experience
Program Manager Ii
Mar 2025 — Present · Hyderabad, IN
Education
Osmania University
Master's degree, Applied statistics
2014 — 2016
St. Francis College for Women
Bachelor of Science (BSc), Mathematics and Statistics
2011 — 2014
St. Francis College for Women
Intermediate
2009 — 2011
St Anns High School (SSC)
SSC
1997 — 2009
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