Soumya Ranjan Paikray

About Soumya Ranjan Paikray

Over the last 17+ years, I’ve worked at the intersection of workforce strategy, customer experience, and operational transformation — leading global portfolios that support 50M+ customer interactions annually. Today, I direct a 50+ member leadership organization across multi-region networks, ensuring performance stability above 90% SLA while balancing cost discipline and risk governance.I’m passionate about turning complexity into structured execution. That has meant delivering $5M in annualized savings through Predictive Routing redesign, improving Premium CX scores by 400 bps through tenure-based allocation changes, and increasing resolution efficiency by 7.5% by rethinking channel orchestration. I enjoy identifying structural gaps — whether in forecasting, routing, or governance — and building scalable systems that solve root causes rather than symptoms.Some of my most defining work has come during volatility. When demand surged 78% above forecast, I led capacity recalibration and disciplined overtime governance, deploying 240K+ hours globally while maintaining 91% SLA performance and protecting financial guardrails. For me, resilience isn’t reactive — it’s designed.I believe strong operations are built on transparency and accountability. I’ve institutionalized governance frameworks aligned to funding and strategic roadmaps, improved cost efficiency by 15% annually through workforce optimization, and implemented predictive analytics (SQL, Advanced Excel, Quicksight, NICE IEX) to enable real-time decision intelligence for leadership teams.Equally important to me is people. I’ve built high-performing global teams, increased internal mobility by 15%, and developed structured talent programs that strengthen leadership bench strength across regions. Sustainable performance comes from empowered leaders — not just optimized metrics.What excites me next is advancing governance-first innovation: responsibly integrating AI, predictive modeling, and automation into large-scale operations while preserving customer trust, compliance integrity, and long-term scalability.If you’re passionate about transforming complex global operations into disciplined, resilient systems — I’d love to connect.

Experience

1. Manager Program Management

   Amazon

   Oct 2020 — Present · Hyderabad, IN

   What I do:I build the systems and models that answer the hardest operational questions — How many people do we need? Where? When? And what happens if we\'re wrong? I use SQL, Python, and Power BI to move beyond gut-feel planning into predictive, model-driven decision-making.Some outcomes I\'m proud of-$5M+ in annualized cost savings through predictive routing and workforce optimization- Eliminated a 20% demand gap (~200K tickets) through forecasting model transformation- Improved forecast accuracy by 15%+ and cut risk exposure by 71%- Reduced team workload by 35% through WFM dashboard automation- Simplified an ML-based forecasting model from → lines — cleaner, faster, more scalableWhat drives me:I believe the best workforce decisions are data decisions. Whether it\'s recalibrating a statistical model mid-quarter, building real-time dashboards for intraday operations, or designing KPI governance frameworks across regions — I want the numbers to tell the story clearly and quickly.Beyond the data, I lead a 50+ member global WFM team and care deeply about building cultures where people grow. 90%+ engagement scores don\'t happen by accident.B.Tech in Computer Science | PMP® Certified | 17+ years in Global OperationsOpen to connecting with leaders in WFM, Operations Analytics, and Data-Driven Workforce Strategy.

Education

• Gandhi Institute of Engineering and Technology (GIET), Gunupur

  Bachelor of Technology - BTech