Gautam Bhargava

About Gautam Bhargava

I am a team lead WFM at Webhelp, a global leader in business process outsourcing and customer experience solutions, with over 6 years of experience in workforce management. I have a BA in Humanities from Delhi University and multiple certifications in WFM, SAP, and customer service, which demonstrate my technical and operational proficiency as well as my critical thinking and problem-solving skills. In my current role, I use Microsoft Power Query and other tools to optimize, analyze, and report on various aspects of the WFM process, such as billing, payments, scheduling, and forecasting, ensuring accuracy and consistency. I also design, create, and maintain customized and user-friendly templates for different WFM functions and reports. Additionally, I manage a team of analysts, providing training and feedback, and handling client and internal escalations with professionalism and accuracy. My mission is to improve the WFM process and deliver value to Webhelp and its customers, using a humanistic approach that considers the needs and preferences of both the workforce and the clients.

Experience

1. Team Lead Wfm

   Webhelp

   Mar 2023 — Present · Gurugram, IN

Education

• Delhi University

  Bachelor of Arts - BA, Humanities/Humanistic Studies

  2013 — 2016