Robin Rajan

About Robin Rajan

Interpret and improve forecasting models using data collection, data analysis, and statistical toolsMitigate capacity risks by identifying and managing risk areas across regions, divisions, and sitesAssist in managing our workforce management systems, reporting tools and recommend solutions to maintain exceptional service to our business partners.Develop a workforce management strategy for customer facing Associates to ensure a best-in class customer experience across all phone, chat, email, and social media contact channelsPerform statistical analysis of service center data, including forecasting and historical trend analysisParticipate in wider initiatives such as process improvement planning and managing projectsProduce reporting that will enhance operational insight, increase business results, and track businessvalue of workforce management.Facilitate monthly planning meetings with relevant parties; share and adjust accurate short- and long-term workload and headcount forecasts.Provide workforce and performance reports to management.Based on analysis, provide process improvement and operational improvements to managementAnalyse intraday call forecasts and communicate to management team – provide commentary toassist supervisors and managers in meeting daily/weekly goals.Engagement with Business Unit and Workforce Management Team Leader in relation to call centreperformance and provide commentary on impacts and key drivers.Responsible for the creation and ongoing management/maintenance of a database of all errorsMonitor headcount expense reductions and optimizes cost per call through forecast analysis andassists in vendor management expense.Forecasts for all business partners and find solutions for improving metrics, along with makingrecommendations on how to increase or improve productivity.Matches staffing to workload arrival patterns, planning schedules, maintaining accurate staffing data, assisting with long-range staffing plans, collaborating on OPA decisions/reporting, and handlingmultiple tasks aimed at meeting/exceeding ongoing service level and occupancy objectives.Partners with Subject Matter Experts for consultation and recommendations on management of callManagement.

Experience

1. Strategic Development Manager

   HP

   Jun 2025 — Present · Bengaluru, IN

Education

• Alliance University

  EPGDM, Business, Management, Marketing, and Related Support Services