Sumit Tiwari
Data Analyst | WFM | Green Belt in Six Sigma Methodology | Lean Six Sigma Yellow Belt | Power BI | Building Dashboard | Reporting Analyst | Intro to Generative AI | Certified SWP/SRP | Business Intelligence | Team Lead
- Role
- Senior Scheduler in Wfm at Firstsource
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Sumit Tiwari
With over ten years of experience in the BPO industry, I specialize in Workforce…
Experience
Senior Scheduler in Wfm
Jan 2025 — Present · Mumbai, IN
As a Senior Scheduler in Workforce Management, I manage workforce planning and scheduling for a diverse headcount of employees across international Service and Sales operations. I specialize in optimizing resource allocation and ensuring service level adherence across multiple LOBs, including Inbound, Outbound, Chat, and Multichannel support.Key Responsibilities: • End-to-end scheduling ownership for FTE across global customer engagement functions. • Manage complex shift patterns, roster planning, and schedule adjustments to maximize productivity. • Ensure accurate staffing alignment to forecasted volumes across Inbound, Outbound, and Digital (Chat/Email) channels. • Partner with Operations, Real-Time Management, and Forecasting teams to maintain service delivery excellence. • Leverage WFM tools and advanced Excel techniques (e.g, NiCE IEX, pivoting, lookups, automation) to streamline processes. • Monitor schedule efficiency, shrinkage, and occupancy to optimize business outcomes. • Drive continuous improvement in workforce utilization and employee experience through effective scheduling strategies.Core Skills: Workforce Scheduling | Multi-channel Contact Center Operations | Capacity Planning | Real-Time Management Collaboration | Excel & WFM Tools | Stakeholder Management | Process Optimization
Education
CSJM University
B.Com
St.Aloysius High School, Gorai Borivali Mumbai
SSC
Smt. K.G. Mittal Degree College of Arts and Commerce, Malad Mumbai
HSC
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