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Fiverr Pro
Italiano
$
USD
SURYA RAJPUT
@whosuryarajput
Capacity Manager, Team Manager at Wipro with Analytical Skills, Data Analysis
India
Inglese
Chi sono
Results-driven Team Manager and Capacity Planning Leader with 5+ years of progressive experience at Wipro HR Services. Proven track record of leading cross-functional teams — including Capacity Analysts, Schedulers, and Real-Time Analysts (RTAs) — while driving operational excellence across multi-client contact center portfolios. Combines deep expertise in workforce management, data analytics, and service level optimization . Committed to building high-performing teams and delivering measurable results in fast-paced, SLA-driven environments.
Competenze
SURYA RAJPUT
offline •
Consulta i miei servizi
Inserimento dati
I will do expert data cleaning, statistical analysis, and capacity planning
Esperienza lavorativa
Capacity Manager & Team Lead
Alight Solutions • Full time
Aug 2020 - Present • 5 yrs 10 mos
• Lead and manage a team of Capacity Analysts, Schedulers, and Real-Time Analysts (RTAs), providing day-to-day direction, performance reviews, and professional development. • Oversee a multi-client portfolio, ensuring operational health and delivery of all customer service metrics across teams. • Act as primary consultant and subject matter expert on contact center operations, guiding team members on best practices and performance improvement. • Leverage data analysis to forecast call patterns and build staffing/scheduling plans, reviewed and approved with team leads before implementation. • Partner with senior leaders and analytics teams to ensure staffing efficiency and drive adoption of new workforce management tools. • Conduct regular 1:1s, team huddles, and training sessions to foster a culture of accountability and continuous improvement. • Manage escalations, conflict resolution, and cross-functional coordination across scheduling, RTA, and capacity planning functions.
