Sunny Kumar
Assistant Manager, Workforce Management at Accenture | Formerly at Wipro, CBSL & Teleperformance | Optimizing Operations for Success | Experienced in Operational Excellence | Lean Six Sigma Black Belt Certified
- Role
- Assistant Manager Wfm at 埃森哲
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Sunny Kumar
Experienced Workforce Management Manager with specializing in optimizing operational…
Experience
Assistant Manager Wfm
Feb 2024 — Present · Hyderabad, IN
Lead a team of Workforce Planners, Schedulers, and Real-Time Analysts to ensure seamless service delivery of Google product services across the US, managing over FTEs.2. Oversee all capacity planning and forecasting for Google processes, optimizing resource allocation to meet operational demands.3. Develop and execute 30-60-90 day hiring plans in collaboration with HR, ensuring timely recruitment to support business needs.4. Identify and mitigate revenue leakage in workflows, collaborating with relevant teams for effective resolution.5. Manage billing processes for Google, ensuring accuracy and adherence to service agreements.6. Maintain service level agreements (SLAs) across all workflows, including Chat, Email, and Inbound services.7. Conduct Weekly Business Reviews (WBR) and Monthly Business Reviews (MBR) with internal stakeholders and clients to drive performance improvements and strategic alignment.8. Utilize real-time analysis and MIS reporting to inform decision-making and enhance operational efficiency.
Education
Dayanand Anglo Vedic (DAV) Public School
Matriculation
Rabindranath Tagore University
Bachelor of Commerce - BCom, Commerce
JAMSHEDPUR CO-OPERATIVE COLLEGE
Intermediate
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