Vishal Sharma
Team Leader @Cognizant
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WORK HISTORY
Team Leader @Cognizant
Hyderabad, IN
Led and coached a team of 25 associates, driving high performance, engagement, and job satisfaction.Conducted 1:1s, team meetings, and performance reviews to support development and resolve issues.Consistently met/exceeded KPIs and SLAs across AHT, quality, CSAT, and FCR.Delivered performance reports and insights to senior leadership for continuous improvement.Oversaw scheduling, shift planning, and daily operations to ensure optimal resource utilization.Monitored absenteeism and adherence, adjusting staffing to maintain coverage during peak times.Co-led Weekly Business Reviews (WBRs) with Ops Leadership to assess performance and manage risks.Managed real-time queue performance via Connect Sales and dashboards, ensuring SLA compliance.Executed incident response and escalation processes to maintain service continuity.Led headcount reconciliation and capacity planning using forecasts and key operational metrics.Reviewed and adjusted daily/weekly schedules to close coverage gaps and ensure smooth operations.Proficient in tools including Google Sheets, PLX Dashboard, Excel, Tableau, eWFM, AWS, Connect Sales, and Defcon Dashboard.
EDUCATION
Chaudhary Charan Singh University
Bachelor of Technology
ABOUT VISHAL SHARMA
Results-driven Operations and Workforce Management professional with 8 years in the BPO industry — 6 years in WFM and 2 in operations leadership. Expertise in RTA, forecasting, capacity planning, and scheduling to optimize performance and ensure SLA compliance. Skilled in manpower planning, incident management, and data analysis using tools like PLX, Connect Sales, ServiceNow, Tableau, Amazon Connect, and SRT Workplace. Strong leader with a proven track record in team management, stakeholder engagement, and process improvement. Seeking an Assistant Manager or Manager role in a dynamic organization.
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