Mohammed Shahid Anwar
Assistant Manager - Workforce Management
Mumbai
Summary
Results-driven Workforce Management (WFM) professional with over 10 years of experience optimizing staffing strategies, enhancing operational efficiency, and driving service excellence across contact center environments. Proven expertise in forecasting, scheduling, real-time monitoring, and capacity planning using industry-leading WFM tools such as NICE, AVAYA, and Alvaria.
Overview
19
19
years of professional experience
5
5
years of post-secondary education
6
6
Certifications
Work History
Assistant Manager
Firstsource Solutions
Mumbai
08.2024 - Current
- Develop short-term and long-term forecasts for call volumes and staffing needs using historical data and predictive models.
- Align workforce plans with business goals and budget constraints.
- Create and manage agent schedules to meet service level agreements (SLAs).
- Monitor queues and agent performance in real time; make adjustments to address call spikes and absenteeism.
- Generate reports on forecast accuracy, schedule adherence, occupancy, and other KPIs.
- Provide actionable insights to operations leadership for continuous improvement.
Process Leader
Firstsource
Mumbai
01.2017 - 07.2024
- Motivating, developing, counseling and appraising team/members so that their individual and team performance meets the required standard of the business.
- Floor walking regularly to supervise, coordinate and monitor the activities of advisors/SMEs to ensure prompt, courteous and accurate response to customers.
- Tracking and analysis of performance metrics to identify trends and address performance gaps by formulating action plans and follow-ups to bridge the shortfall and continuous improvement in underperforming KPIs.
- Providing guidance and support to the team, including training, feedback, coaching, and performance evaluations, empowering employees with the necessary skills and knowledge to perform their roles effectively.
Team Leader
Concentrix
06.2015 - 06.2016
- Managed a team of 20 associates, ensuring that they give the right resolution to the customer and provide superlative customer experience on every call.
- Led NPS, FCR, Rev-Gen, AHT, production hours, idle %, and absenteeism on a real-time basis.
- Conducting regular audits to maintain high service quality.
- Organized daily and weekly team meetings to update the associates on any process changes, quality issues and team SLAs.
Team Manager
Sutherland
04.2012 - 06.2015
- Handled a team of 12 CSAs and motivated them to achieve the team's KPIs (Client Targets and Quality Parameters).
- Monitored team's performance and coached them to enhance their performance.
- Handled any escalation that an advisor was unable to handle, solved process related queries, complex issues and grievances of the customers.
- Managed team's shrinkage and contributed towards low attrition numbers.
Team Leader
Tech Mahindra
08.2010 - 04.2012
Team Leader
Wipro
09.2008 - 05.2010
Technical Support Advisor
Wipro
06.2006 - 09.2008
Education
PGDBM (Marketing) -
NMIMS
Mumbai 07.2020 - 06.2022
B.Com (Hons) -
Vidyasagar University
Kolkata 05.2002 - 04.2005
Skills
Resource Planning
Data Analysis & Reporting
Scheduling & Real-Time Monitoring
Budgeting & Revenue Projection
Forecasting
Resource Planning
Accomplishments
Awarded Best WFM Manager – Q3 FY 2025
Recognized for successfully managing a 30% operational ramp-up, adding 215 FTEs across 4 Lines of Business (LOBs) for Comcast. Scaled workforce from 706 to 921 FTEs between Q2 and Q3 FY 2025, ensuring seamless capacity planning, schedule alignment, and SLA adherence during rapid expansion.
Certification
Lean Six Sigma Green Belt Certified, TUV-SUD
Timeline
Certification in Power BI
03-2025
Certification in WFM MIS
01-2025
Certification in WFM Capacity Planning
10-2024
Assistant Manager
Firstsource Solutions
08.2024 - Current
Certification in WFM Forecasting
08-2024
Lean Six Sigma Green Belt Certified, TUV-SUD
03-2021
Certificate Course in Advance MS Excel and PowerPoint
11-2020
PGDBM (Marketing) -
NMIMS
07.2020 - 06.2022
Process Leader
Firstsource
01.2017 - 07.2024
Team Leader
Concentrix
06.2015 - 06.2016
Team Manager
Sutherland
04.2012 - 06.2015
Team Leader
Tech Mahindra
08.2010 - 04.2012
Team Leader
Wipro
09.2008 - 05.2010
Technical Support Advisor
Wipro
06.2006 - 09.2008
B.Com (Hons) -
Vidyasagar University
05.2002 - 04.2005
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