Umesh Shetty
Open to work27 years experienceWorkforce Management Leader
Associate Vice President | Workforce Management | Business Transformation | Operations Excellence
Standing Rank
Rank Not Available
Developer Badges
Skills & Technologies
26 skillsGitHub Activity Evidence
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Work Experience
Associate Vice President – Workforce & Dialer Management
Credence Resource Management
- Led enterprise Workforce & Dialer Operations across Telecom, Utilities, Healthcare, RCM, and IT Services, supporting 5,000+ FTEs across multi-site voice, non-voice, and collections operations.
- Directed end-to-end Workforce Management including strategic forecasting, capacity planning, scheduling, real-time management, and workforce analytics.
- Optimized dialer strategy, shrinkage, occupancy, and capacity models to improve Right Party Contact (RPC) by 10–15%.
- Led the end-to-end implementation and deployment of the ‘Calabrio’ Workforce Management (WFM) platform.
- Led WFM solutioning for RFPs, RFIs on new business acquisitions, and account expansions.
General Manager – Workforce Management
WNS Global Services
- Managed a $52M portfolio supporting 8,000+ FTEs across global delivery centers, optimizing workforce performance across voice and non-voice operations.
- Led enterprise Workforce Management transformation, driving forecasting, capacity planning, scheduling, intraday management, and performance optimization.
- Directed RFP/RFI solutioning across Travel, BFS, Insurance, Utilities, Healthcare, S&L Retail, IT Services, and Finance & Accounting.
- Implemented and optimized WFM platforms across 10+ client programs, improving forecast accuracy by 5– 8%.
- Established enterprise WFM governance frameworks with Operations, Finance, HR, IT, Quality, and Client Leadership.
Senior Group Manager – Workforce Management
WNS Global Services
- Led Workforce Management, Compliance, and Governance across multi-site global operations (Philippines & India).
- Established a Workforce Management Center of Excellence (CoE) and WFM-as-a-Service (WFMaaS) during an 18-month client-site consulting engagement.
- Scaled strategic client operations, including ramping one of India's largest e-commerce programs from 0 to 1,200 FTEs in 10 months.
- Directed enterprise Workforce Management encompassing forecasting, budgeting, capacity planning, scheduling, real-time management, dialer optimization, workforce analytics, and performance reporting.
- Led consulting-led workforce transformation and solutioning by partnering with clients and cross-functional leaders.
Sr. Customer Service Executive to Group Manager
WNS Global Services
Senior Customer Service Executive - Collections
Intelenet Global Services
Marketing Consultant
Bishara Establishment LLC
Manager – Defined Accounts
Xerox Modi Corp Ltd.
Sales Manager
Corporate Services
Projects
Capstone Project - RPA Analyst
- As -Is Process:
- Consultant receives email work items (via auto push) or by selecting manually on the email work list. Check for cancellation emails from vendors and customers in the mail folder
- If No cancellation mails to action then wait for cancellation mails to fall in Queue
- If Yes then, Check the policy on the client web application and initiate to cancel. Send mail confirmation with Cancellation Reference no
- Opportunity Identified - Introduce RPA and create Bot script to cancel the policy on the system and send to appropriate recipient per set rules.
- To- Be Process: BOT Processing
- Access the activities in the queue and assign to self
- Check for cancellation emails from vendors and customers in the mail folder
- If No cancellation mails to action then wait for cancellation mails to fall in Queue
- If Yes, then Check the policy on the client web application and initiate to cancel. Send mail confirmation with Cancellation Reference no
- ROI Summary -
- 9.70% Benefit in terms of investment from a cost perspective over the 5 year period
- IRR Internal Rate of Return at 339%
- NPV over the 5 year period at $ 481,304.00
- Sustain higher Accuracy (>99% Defect Per Unit)
- Benefits -
- ~ 1 FTE savings projected of currently aligned overall 20 FTE’s
- Agility in Process
- Transaction time Reduction
- FTE Reduction and Improvement in Accuracy levels
WFM Consultancy (Transformation Project) - T&M
- Associated with WNS Global Services
- WFM Project Leader on a Consultancy Transformation T&M based Project for a leading ANZ Insurance client starting Dec'2016 To Mar'2018
- Result Outcome - Cost to Revenue at 45%
- Operated out of their Global Shared Service Center at BGC Manila, Philippines to setup WFM best practice and implementation of Verint platform moving from IEX platform.
- Overall 3000 FTE's operating out of Manila and Cebu
- This included Forecasting, Scheduling, Real Time Management and Performance Reporting.
- Setting up of the Verint platform to their environment and training the team on usage of Verint
- Drafted and handed over SOP's on WFM practices including Verint prior to Project closure
- Initially bugeted for 1 long term & 1 short term resources through the project within the first 3 months was revised to 2 long term & 2 short term resources delivering higher Revenue.
WFM Transition and set Up - 1st Dialer based Collection process
- Associated with WNS Global Services
- WFM leader, member of the Core team which travelled to Melbourne, Australia for 10 days in May'2014 for a Due Digilence process study and ways of working understanding for a large ANZ Utility client.
- The project was a lift & shift from incumbent operating out of Bangalore, India and on-shore Australia to the WNS Philippines delivery center.
- Starting Jun'2014 To Oct'2014 operated out of the WNS Philippines delivery center setting up Dialer management & collection strategy for Inbound, Outbound and BO processes.
- Davox Dialer and as of 2019 moved from Davox to Aspect platform.
- Result Outcome - WFM as a Service WFMaaS model offering, Billable 7 FTE's including 1 Manager and 1 Assistant Manager
- Overall 300 FTE's
- Hired externally, mobilized resources internally and trained the team on Dialer usage, collection strategy and automation on BO process workflows.
- Set up Performance Dashboards for visual insights for effective decision making.
- Drafted and handed over SOP's
Leaderboard Standings
Leaderboard Position Pending
Global test scores, peer standing percentiles, and algorithm leaderboard ranks are updated dynamically.
Assessment Highlights
Assessments Not Completed
Coding evaluations, system assessment results, and conceptual score badges will appear here after taking a test.
AI Collaboration Score
AI Collaboration Score Pending
Developer coding behavior, assistant cooperation, and AI pair-programming indicators are evaluated during live coding sessions.
Role Compatibility Profile
Role Compatibility Analysis Pending
Custom matching reports, candidate role compatibility percentiles, and core engineer strength profiles are processed once conceptual code screenings are complete.
Achievements
WFM Transformation for ANZ Insurance Client
Led an 18-month WFM transformation for a leading ANZ insurance client, migrating from IEX to Verint and establishing scalable WFM governance across a 6,000-FTE multi-site operation, achieving a 45% cost-to-revenue ratio.
Workforce Disruption Model Savings
Designed a workforce disruption model, delivering savings equivalent to 26 FTEs for a major US airline.
Back-office Productivity Reporting Savings
Implemented a back-office productivity reporting solution, generating $85K in annual savings for a BFSI account.
About Details
Professional Bio
Strategic Workforce Management leader with 27 years of experience, including 19+ years driving global WFM, operations transformation, and operational excellence. Proven expertise in building WFM Center of Excellence, optimizing workforce and P&L performance, and enabling AI-driven automation.
B.Sc. in Chemistry
University of Mumbai ( - Present)