Kumara Subassandran
Summary
Dynamic Senior Manager with a robust background in Workforce Management (WFM) analytics and advanced data analytics, specializing in machine learning and automation. With over a decade of expertise in forecasting and capacity planning, successful in driving innovation through the integration of predictive models and automated systems that enhance operational efficiency. Demonstrated ability to deliver data-driven insights that optimize resource allocation and improve forecasting accuracy, contributing to informed decision-making in complex business environments. Currently completing an MSc in Data Science and Business Analytics while leading data science projects from inception to execution.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Manager II Data Science and Analytics - WFM Decision Analytics
Expedia Group
07.2024 - Current
- Supervised data scientists and engineers in creating predictive models for workforce management.
- Implemented a machine learning engine to enhance forecasting accuracy by 300 BPS for voice and chat across over 2,000 queues.
- Facilitated a 75% decrease in dependence on forecast analysts, leading to significant cost savings.
- Integrated the forecasting engine into the company's SaaS-based Workforce Management (WFM) tool, originally built for capacity planning. Enhanced it with forecasting capabilities, enabling exploratory data analysis (EDA), statistical transformation, and output adjustments in real time.
- Facilitated transition from monthly to weekly planning cycles for enhanced business agility.
- Led a change management initiative enabling 17 forecast analysts to become citizen data scientists within EG WFM.
- Directed development of adaptive forecasting models with SAS Viya and Python to meet evolving business requirements.
- Implemented strategies to enhance operational efficiency and achieve cost savings through data analysis.
Sr Manager Workforce Planning (Global)
Expedia Group
02.2023 - 07.2024
- Managed workforce planning for multiple lines of business, overseeing global vendor and internal operations worth USD 100M+ annually.
- Directed optimization efforts to cut costs by 7% and improve forecast precision by 5%.
- Collaborated with cross-functional stakeholders to design and implement strategies for customer-centric workforce management.
- Improved WFM team productivity through automation and standardization.
- Led and developed a set of WFM teams responsible for generating accurate forecasts of volume, workload, and resource requirements that balance the cost and service level goals of the company.
Manager Workforce Planning (APAC)
Expedia Group
10.2021 - 02.2023
- Coached analysts in developing robust forecast models and capacity recommendations.
- Improved demand forecast accuracy and service levels through advanced data analysis and stakeholder collaboration.
Senior Business Analyst (Workforce Management)
Expedia Group
11.2016 - 09.2021
- Partnered with Operations and Finance to optimize contact center resource planning.
- Owned Demand Forecast and Staff Plan alignment with outsource partners.
- Provided FTE estimates and hours inputs for Financial Plans.
- Conducted detailed analysis using Excel and Tableau to address business challenges.
- Supervised schedule changes and provided guidance to outsource partners.
- Ensured outsource partners met staffing requirements through weekly calls.
- Liaised with Partner Operations to ensure contractual compliance and productivity targets.
- Collaborated with Finance to align financial plans with forecasts.
- Estimated and monitored contact center staffing expenses for budget compliance.
Change Agent (Work Planning & Productivity Management)
AIG Shared Services
10.2015 - 11.2016
Operational Planning Cycle Sr Analyst
AIG Shared Services
02.2015 - 10.2015
Workforce Manager @ Business Analyst
AIG Global Services
09.2013 - 02.2015
Education
MSc - Data Science & Business Analytics
Asia Pacific University
Malaysia01.2024
Associate of Science -
INTI Penang
Malaysia11-2011
Skills
- Machine Learning & Predictive Modeling
- Python, R, SQL
- Statistical Analysis & Data Visualization
- Team Management & Development
- Project Management
- Strategic Thinking
- Change Management
- Cross-Functional Collaboration
- Stakeholder management
Certification
- Tableau Data scientist
- Introduction to Data Science
- Big Data 101
- Statistic 101
- Data Science Methodology
Languages
English
First Language
Timeline
Manager II Data Science and Analytics - WFM Decision Analytics
Expedia Group
07.2024 - Current
Sr Manager Workforce Planning (Global)
Expedia Group
02.2023 - 07.2024
Manager Workforce Planning (APAC)
Expedia Group
10.2021 - 02.2023
Senior Business Analyst (Workforce Management)
Expedia Group
11.2016 - 09.2021
Change Agent (Work Planning & Productivity Management)
AIG Shared Services
10.2015 - 11.2016
Operational Planning Cycle Sr Analyst
AIG Shared Services
02.2015 - 10.2015
Workforce Manager @ Business Analyst
AIG Global Services
09.2013 - 02.2015
MSc - Data Science & Business Analytics
Asia Pacific University
Associate of Science -
INTI Penang
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