Vinod Singh
WFM Leader | 21+ Yrs in Forecasting, Scheduling, RTA, Shrinkage, Automation | Sutherland, WNS, Wipro | AVP/Sr. Manager | Open to Relocation | Immediate Joiner
- Role
- Senior Manager Wfm at Sutherland
- Location
- Pune, IN
- LinkedIn followers
- 500 followers
About Vinod Singh
As a seasoned Workforce Management (WFM) leader with over 21 years in the BPO/ITES industry, I specialize in aligning people, processes, and performance to business goals across APAC, EMEA, and North America. I’ve built and led global WFM functions across Forecasting, Capacity Planning, Scheduling, Real-Time Adherence (RTA), and Shrinkage Management—delivering measurable impact: Improved forecast accuracy from ±15% to ±3–5% using historical trend modeling and business intelligence Reduced shrinkage variance by 8% through proactive planning and root-cause tracking Increased SLA compliance by 4% through real-time recovery playbooks (75%+ resolution rate) Boosted resource utilization by 20% via automation and cross-skilling Built a global WFM team of 20+ across 3 geographies, with an 80% internal promotion rate I’ve led WFM initiatives for top brands at Sutherland, WNS, HGS, and Wipro—driving efficiency, cost optimization, and customer experience at scale. I bring a hands-on understanding of WFM tools like: • NICE IEX | Verint | Aspect / Alvaria | Avaya CMS • Power BI Dashboards | Excel Macros | Workflow Automation After a recent business ramp-down, I am now exploring new opportunities where I can lead WFM transformation, optimize global operations, and build high-performing WFM teams. Open to Director / Sr. Manager roles (full-time or consulting) Locations: Remote | Pune | Bangalore | Hyderabad | India-wide Sectors: BPO, Tech, Healthcare, Shared Services Let’s connect if you\'re looking for a strategic WFM partner to elevate performance with data, people, and execution.
Experience
Senior Manager Wfm
Oct 2023 — Present · Pune, IN
Led strategic workforce planning efforts, aligning resource needs with organizational revenue growth objectives, driving a 15% increase in staffing efficiency.• Developed and implemented advanced forecasting models to improve forecast accuracy by 12%, contributing directly to optimized scheduling and reduced operational inefficiencies.• Monitored workforce utilization metrics across teams, identifying gaps and implementing targeted solutions to improve resource utilization by 20%.• Worked closely with business stakeholders to align workforce deployment with evolving business needs, increasing operational effectiveness by 20%.
Education
Sengunthar Arts & science college
Bachelor In science
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