Rohan Chatterjee

About Rohan Chatterjee

Bachelor of Mechanical Engineering with experience in Workforce Management, Training and Development, Program Management, Data Science and Analytics.Program Manager driving large-scale Workforce Management programs and strategy across a global, 24*7 network. 4+yrs experiencing leveraging data and automation to optimize staffing and enhance service levels.Skilled in leveraging AI, automation, and business intelligence tools to simplify complex processes and deliver scalable, efficient solutions. Passionate about using data and technology to improve performance, strengthen collaboration, and create lasting business impact.Strong communication and team management skills. Attention to details, problem-solving mindset with Analytical and decision making skills.

Experience

1. Program Manager - Sps Wfm

   Amazon

   Jun 2025 — Present · Kolkata, IN

   Service level management by1. Monitoring contact volume, shrinkage, real time agent adherence and performance monitoring, communicate and call out changes to incoming contact patterns to operations and the team, review and process NPT and OT requests in real-time. Analysis - Checking for Staffing and scheduling to ensure that a sufficient amount of staff is available for the forecasted volume. Deep dive and find out the root cause for any SL misses and prepare action plan to cover the miss. Automation of any report using VBA and power queries which has routine manual tasks. Additional responsibilities include1. Shrinkage POC for entire SPS VCC_WB site region.2. Occupancy summary file preparation and rolling out on a daily basis.3. Created tracking mechanism to check Del% of OS sites.4. Created and responsible for running missed contact report for In-house and OS sites and provide weekly trends and outliers and coordinate with operations and site leads to reduce the impact of same

Education

• Biju Patnaik University of Technology, Odisha

  B-Tech, Mechanical Engineering

  2013 — 2017