My Experience

2018 -

Director - Workforce Management

I am responsible for overseeing the strategic direction and execution of workforce management (WFM) practices for both in-house and outsourced operations serving a diverse global market of over 70 countries, 20 languages, and a large workforce across 11 sites

2017 - 2017

Sitel, Denmark

WFM Manager

I was responsible for providing leadership for the WFM practice for large multi-site contact centre and managing a team of 8 based in Sønderborg, Denmark.

2015 - 2017

Accenture, India

SENIOR CONSULTANT

I worked as a subject matter expert helping large clients solve business / operational challenges in the area of workforce management, performance management & contact centre planning.

2013 - 2015

Sitel, Philippines & India

SENIOR Manager - WFM

I provided leadership for transition of WFM function for EMEA region to offshore site with focus on improving cost to serve for internal stakeholders. Additionally managed service delivery for marquee global accounts (~4000 FTE).

2008 - 2013

Firstource Solutions, Philippines & India

Manager - WFM

I led a team of 14 and was responsible for planning support during the critical transition phase for Offshore Operations for a large UK based financial services client.

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