Anshul Nag is an experienced Assistant Manager with over 7 years of experience in workforce management and customer service. He has a proven track record of scheduling agents, forecasting workloads, and ensuring SLAs are met. Anshul is skilled in analytics, reports preparation, and people management. He holds an MBA in Finance and has received multiple awards for his performance.

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.