Uttam Sengupta
Senior Manager - Wfm @CIBC
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WORK HISTORY
Senior Manager - Wfm @CIBC
Regina, SK, CA
Forecasting & Planning: Generate and analyze interval-level forecasts (4 - 12 weeks out) based on historical data, marketing promotions, and business intelligence.Scheduling: Adjust staff schedules to meet service level agreements (SLAs), providing inputs to managing shift bids, time-off requests, and training sessions.Real-Time Monitoring (RTM): Proactively monitor live queue activity (demand, handle time, service level) throughout the day to ensure optimal staffing.Intraday Management: Adjust agent activities on the fly (e.g, shifting agents between channels, adjusting breaks) to handle fluctuations in volume or staffing shortages.Agent Adherence Management: Track agent attendance and adherence to schedules, coordinating with team leaders to resolve issues.Reporting & Analysis: Provide real-time dashboards, daily performance reports, and insights into key metrics (ASA, SL, Abandonment Rate) to operations management.Incident Management: Act as a central point of contact for escalating system outages or major service-level breakdowns.
EDUCATION
Nagpur University
Bachelor of Commerce - BCom, Accounting and Business/Management
SKILLS
ABOUT UTTAM SENGUPTA
Experienced Contact Center Operations and Workforce Management Professional with experience in leading multi-functional & multi-geographic teams.• Skilled in all functions of Workforce management i.e. Forecasting, Capacity Planning, Scheduling, Real Time Queue Management, Dialer Management, MIS-Reporting and WFM System Admin fir NICE/Aspect.• Currently servicing the BFSI vertical especially today Insurance and Healthcare Sector in NA and Europe region including P&C, L&A etc. • Experienced Client Relationship Management & demonstrated competence in People Leadership and problem solving.• Proven competence in using Nice Perform (Nice Interaction Management System), Avaya CMS, Blue Pumpkin, IEX, eWFM, RTA, Genesys (Administrator, CCPulse+ and Interactive Insight), Nortel Symposium, CISCO Webview and CISCO Unified Intelligence Center.• Strong understanding of contact center processes, and ability to apply analytical skills to drive improvements and process optimization.• Skilled in RMG (Resource Management Group) function for keeping track of Billed/Bench/Buffer resources as well as Business Finance or Contact Center in terms of BOM (Business Operating Margins)/ GOP (Gross Operating Margin)/ CM (Cost Margin) of the projects as well revenue leakages.
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