1. Dipak Singh
Mobile: 8800197496/ E-Mail: deepbs210380@yahoo.com
Work Force Management / Client Relationship Management / Operations Management professional in a
highly challenging work environment
Career Summary
- Result oriented professional with more than 6 yrs of experience in WFM & MIS and 4 years in Operations.
- Proficient in developing & streamlining systems with proven ability in enhancing operational effectiveness and meeting
operational goals within cost, time and quality parameters.
- Hands on experience in mapping business requirements and designing customised solutions.
- Strong analytical skills and ability to analyze business practices and define optimal procedures.
- Ability in setting the right expectations, goal setting, driving accountability and managing performance.
- Awareness about VBA & ARIMA.
Core Competencies
Work Force Management Forecasting Capacity Planning
Scheduling Process Improvement MIS
Operations Planning SLA’s / KPI’s Analytics
- Conceptualizing & implementing strategies with a view towards achieving business objectives.
- Mapping business requirements and implementing the same in the processes; spearheading process initiatives .
- Monitoring the overall functioning of processes, establishing metrics, identifying improvement areas, driving automation
initiatives and implementing measures to maximize customer satisfaction levels.
- Working on Forecasting, Scheduling, Capacity planning, Reporting and Analytics.
- Forecasting: Rolling Average, Weighted Moving Average, Time Series,Exponential & Point Estimated,Regression method.
- Presentation: Process Review, Core Deck representation thorough Pie chart, Pareto, quadrant & Waterfall graphs.
- Leading,mentoring& monitoringthe performanceofteams to ensure efficiencyin process operations and meeting ofindividual
& group targets.
Career Summary
Since Apr’ 2015 with C&W, Sector-132 – Noida as Assistant Manager- Space Planning
Accounts worked:
- April15 till date – Supporting Adobe client from the initial set up for New Location in NOIDA
- Key Play in designed transition plan from 25A to 132 Sector Noida (New location.
- Managing I-Office tool for ADOBE all over INDIA
- Identify gap in Floor Plan and raise it to concern team for rectification
- Interaction with OPS, vendor and Facilities on a daily basis
- Tracking Seats and HC for all the unit in INDIA
- HC Projection for half yearly basis for all the accounts
- Liaising with Clients, Ops and vendor team and tracking their performance
- Vendor Management
Job Roles & Responsibilities:

2. - Preparing short / long term forecasting and derive requirement at intraday level for different Clients and several LOB’s.
- Interaction with Client, Ops and Vendor on daily basis. Managing a team of 10 resources to complete BAU requirement.
- Tracking Occupancy of the building to improve utilization of the resources and optimizing the cost for the centres
- Accountable for giving hiring numbers to the HR for every quarter and forecasting the manpower.
- Calculating seat requirement based on forecast & workload.
- Preparing seating plan for different LOB’s and processes with best efficiency to meet requirement.
- Playing a key role in maintaining service levels for all the department and giving continuous feedback to the Operational
Managers to improve on productivity and SLA’s.
Career Summary
Since Jul’ 2011 with Wipro BPO, Sarita Vihar – Delhi as Senior Executive- Workforce Management
Growth Path:
Jul’11-Dec’12 Senior Executive in Reporting Team (WFM)
Dec’12’11 till date Senior Executive in Forecasting, Scheduling & Planning (WFM)
Accounts worked:
- July’11 till date –Supporting RCTG & E&U LOB - various accounts [voice, non-voice accounts].
– SIA, Delta,FedEx (Top Airlines accounts),BestBuy, Origin, ContactEnergy & Cobb Energy are the major
accounts.
Job Roles & Responsibilities:
- Preparing short / long term forecasting and derive requirement at intraday level for different Clients and several LOB’s.
- Accountable for giving hiring numbers to the HR for every quarter and forecasting the manpower.
- Calculating seat requirement based on forecast & workload.
- Preparing schedule for different LOB’s and processes with best efficiency to meet requirement.
- Playing a key role in maintaining service levels for all the dept and giving continuous feedback to the Operational Managers
to improve on productivity and SLA’s.
- Operations and Clients interactions.
- Analyzing data, making instant changes and improving the process.
- Keeping track of process performance & providing solutions to Operations to achieve KPI (Key Performance Index).
- Prepare staffing / headcount / seat utilisation reports to track the process performance.
- Contractual and actual trending.
- Preparing Simulation in IEX for New business or existing account to check the requirement based on SLA.
- Revenue trending and analysis.
- Handling different types of billing [FTE & transaction based accounts].
Notable Highlights:
- Forecast accuracy improvement from 70%to 85%using various analytical methods.
- Streamlining the HC validation in closing the gaps between contractual and planning numbers.
- Service level improvement using various quality initiatives.
- Designed enterprise level templates for end clients for better vision and projections.
- Assisted in creating a “One view” tool for the account which would give visibility which would drill up from the agent level to
the account level.
- Designed and implemented client invoice templates for Asia’s top airline.
Since Feb’04 with EXL Service India Pvt. Ltd, NOIDA as Senior Executive (MIS/CCOD)
Growth Path:
Apr’06-Jul’11 Senior Executive (CCOD/MIS)

3. Feb’04-Feb’06 Customer Care Executive (Back Office), Operations
Job Roles & Responsibilities:
- Review and update agents,team alignmenton regular basis in Aspect workforce management Application.
- Prepare P4P (Pay for Performance),Client Incentive and R N R for the sub – processes
- Prepare EDC Maintenance, Leaver and Movement requestform and send itto client& update EWFM for new hires and
attired associates
- Prepare roster for inbound and outbound processes for optimum utilization ofresources
- Interact with clienton regularlyto discuss intradayand weekly calls volume
- Performance monitoring for different locations through CMS Supervisor, Aspect Dialer and CC PULSE Application
- Provide suggestions and documentitfor process improvement
- Monitor calling campaigns, CMS Supervisor, Aspect Dialer and CC Pulse to increase right party contact percentages
while optimizing all available resources
- Weekly calibrations.
-
Notable Highlights:
- Received Star Performer of the Year Award (CCOD/MIS) in 2009
- Identified & resolved associates’ pin numbers issue which helped to streamline the processes
- Introduced & completed a ‘Call back procedure’ to reduce lead time
- Successfullyinitiated a process improvementby doing an analysis on Wrap Time,Aux time,AHT & CPH led to great
results
Education
- MBA in Retail Operation from SIKKIM MANIPAL UNIVERSITY, Gagtok in 2003.
- B.A. Political Science (Honours) from ZAKIR HUSAIN COLLEGE, Delhi University in 2000.
Personal Details
Date of Birth: 21st
March, 1980
Passport Number: J672590
Languages Known: English and Hindi.
Postal Address: 102- F, Mayur Vihar, Phase-1,Pocket-1, New Delhi-110091.
Present Address: B8, RC – 145, Extension – 2, Vandana Enclave, NOIDA, UP- 201005