Neelakantan V
Sr. Director - Workforce Management @ Sutherland
- Role
- Sr Director Workforce Management at Sutherland
- Location
- Chennai, TN, IN
- LinkedIn followers
- 500 followers
About Neelakantan V
Senior Workforce Management & Operations Leader with 22 years of global experience across…
Experience
Sr Director Workforce Management
Jul 2003 — Present · Chennai, IN
Directed global WFM strategy and delivery, ensuring precise forecasting, capacity planning, and staffing optimization across multi-site operations. → Spearheaded WFM leadership in China (2015–2017), aligning workforce planning with regional business goals and enhancing service excellence. → Partnered with executive stakeholders to synchronize workforce strategies with SLAs, driving customer satisfaction and operational performance. → Oversaw budget governance and cost optimization, aligning workforce expenses with revenue forecasts and business profitability targets. → Implemented automation and digital WFM tools, streamlining processes, reducing manual tasks, and accelerating reporting accuracy. → Designed and monitored performance dashboards and variance analysis, delivering actionable insights to senior leadership. → Established standardized WFM frameworks across new accounts and transitions, ensuring global consistency in forecasting and scheduling.
Education
Osmania University
Bachelor of Commerce
1993 — 1994
UPTRON ACL
APGDCIM
1993 — 1996
UPTRON ACL
Advanced Post Graduate Diploma, Computer Information Management System
1991 — 1993
DTEA Sr. Sec School
B.Com, Commerce
1984 — 1990
SSI
Diploma; E, e; Commerce
2000 — 2000
Osmania University, Hyderabad
Bachelor's degree, Business/Commerce, General
Skills
- Operations Management
- Performance Management
- Crm
- Itil
- Customer Service
- Service Delivery
- Technical Support
- Sla
- Transition Management
- Call Center
- Mis
- Workforce Management
- Incident Management
- Networking
- Business Process Improvement
- Business Process Outsourcing (Bpo)
- Customer Experience
- Offshoring
- Customer Satisfaction
- Training
- Management
- Outsourcing
- Service-Level Agreements (Sla)
- Program Management
- Pre-Sales
- Vendor Management
- Project Planning
- Strategy
- Team Management
- Talent Acquisition
- Call Centers
- Leadership
- Customer Relationship Management (Crm)
- Process Improvement
- Bpo
- Team Leadership
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