1. Curriculum Vitae
ANSHUL NAG
ansh.nag07@gmail.com
+91- 8587834433
Objective: Seeking a responsible and challenging position in a growth oriented progressive
organization where my experience and skills will significantly contribute to the overall success of
the organization and provide opportunities for my career growth.
Experience:
Working with Genpact India Pvt. Ltd. India as Assistant Manager - Workforce Management
• Working as an Individual Contributor in Workforce Management Team (Sep’14- Till
Date)
* Scheduling & forecasting for various contact center business in Genpact on weekly and
monthly basis.
* Working on RFP's (Request for Proposal) for the organizations intending to work with
Genpact and assisting them in FTE estimation and providing them pricing as well.
* Doing analysis for various businesses within Genpact and assisting them in
restructuring their business by doing FTE analysis.
* Responsible for capacity planning for the existing and new business and doing cost-
benefit analysis for them.
• Managing service delivery & Workforce for Customer Service & Originations
* Ensuring the SLA is met on a daily basis for both the business and if in case of a miss,
responsible for the root cause analysis and reporting it to the process owners & the
client.
* Review and create weekly schedules for business as per the requirement for both
Customer Services & Originations.
* Representing the service desk in weekly scheduling call with the onshore team.
* Sending intraday service level update to the client.
* Sending Weekly service level update to the client.
* Real time management.
* Actively involved in operational reviews with process owners.
* Monitoring real time data and real time adjustments to ensure service levels are being
met across customer service/Originations.
* Monitoring all performance metrics, resource requirements and utilization from an
enterprise to agent level.
* Responsible for resource planning based on short term & long term requirement and
raising a flag to the HR team for hiring new resources.
Management Trainee: Inbound Customer Service for a Banking Business (Aug'13-
Sep'14)
* Managing a team: - 23 FTE in the credit card customer service process.
* Responsible for preparing ITL (India Team list) and reporting it out to the clients.
* Responsible for preparing the AES/Overtime Payout for the process.
* Coach and provide feedback to team members & monitor their performance.
* Conducting huddles/sessions for team members to share learning and important
updates.
* Upskilling team members to take further responsibilities to give them opportunities to

2. learn and grow.
* Working with the bottom 20% outliers of the team to help them to achieve their goals
through a structured approach and real time feedback.
* Auditing & evaluating the calls taken by the team members on the parameters in
agreement with the clients.
* Weekly Performance reviews & monthly 101's with the team members to discuss their
performance.
* Personal Development Plan: Identifying and planning the class room training
sessions for the team members.
* Shrinkage Planning: - Planning on the % Shrinkage which can be given after
managing the schedules and also mitigating the FTE numbers as per the MSS.
* Rewards & Recognition: - Ensuring timely R&R in the form of CHEER points.
* Responsible for tracking the leave balance: - Successfully streamlined the leave
planner for the process thereby ensuring accurate information, no revenue leakage &
timely deduction of salaries of employee with nil leave balance.
Process Developer: WFM Team in Inbound Customer Service for a Banking Business
(Jun’12 – Jul’13)
Scheduling: Scheduling the shifts of 250 FTE's as per the requirement in the aspect E-
Workforce manager.
Real time Management: Resolving real time issues, managing breaks /login/logouts and
ensuring the service is within the permitted service levels.
Reconciliation of ITL vs. MSS: To ensure no loss in the billing.
Reporting: Preparing & reporting of EOD reports to the stakeholders.
* Tested the IVR system to detect any issues, monitored real*time adherence and prepared and
updated various ACD reports for management.
* Scheduled all off*phone activities and training.
* Monitored intra*day call traffic and real time staffing to ensure service level goals were met.
* Held weekly meetings with the leadership group to cover the call centers performance for the
week and projected call volumes for the upcoming week.
* Worked on Aspect Workforce manager, Avaya CMS and created reports using Excel.
Process Associate/Process Developer Apr'09 - July'13
• Taking Customer Services calls for Private label credit cards and providing resolution to
the customers on the call.
• One of the group leaders in the team - Tracking the performance of the new hires in the
team assigned and helping them to come up with the learning curve
• Helping the service delivery desk on reports related to the Average call handling time,
Shrinkage & Scheduling.
Trainings
• Quality/LSS Trainings: Lean Trained & Tested, Root Cause Analysis and FMEA.
• Domain Trainings: Banking Boot Camp, Business Acumen, Credit Card Originations &
Functioning.
• Leadership/Behavioral Trainings: People Management, Performance Management,
Feedback Essential, Delegating, Coaching,
Achievements
• SILVER AWARD: - Received 1 Silver awards for excellent performance as a workforce
analyst.

3. • BRONZE AWARD: - Received 3 Bronze awards for excellent performance as a
workforce analyst and also for exemplary performance in assisting new hires to come up
the learning curve.
• Demonstrated excellence in software migration from old to the new client's platform:
• Ensured a smooth transition within the agreed timeframe.
• Successfully prepared Dashboards for the process reflecting performance on important
metrics and thus enhanced the real time monitoring & management ensuring 100%
schedule adherence.
• Played a Pivotal role in ensuring real time performance management to ensure the
SLA's are met.
Skill Set
Quality: Strong Analytical & Data Interpretation Skills, Proficiency in MS Excel, MS Office.
Leadership/ People Management: Excellent Planning & Execution Skills, Change Advocacy,
People Client Management: Handling Client & Customer's Escalation. Daily interaction with the
clients updating them on the intra-day performance.
Education
* MBA in Finance with CGPA 8.13 from Amity University, Rajasthan, India
* B.Com from Rajasthan University, India
* Senior Secondary in Commerce (C.B.S.E)
* Higher Secondary (C.B.S.E)
Personal Details
Father’s Name: Sh. Sunil Kumar Nag
Date of Birth: November, 07 1987
Sex: Male
Nationality: Indian
Languages: English (British), Hindi (native)
Declaration
I hereby declare that all the statements made in this bio-data are true, complete and correct to
the best of my knowledge and belief.