Nov 2024 – Feb 2026 · 1 yr 3 mos

Sep 2018 – Dec 2024 · 6 yrs 3 mos

• Managed workforce scheduling and resource allocation for optimal efficiency.
• Collaborated with team leaders to improve operational processes and communication.
• Analyzed performance metrics to identify trends and areas for improvement.
• Supported management in strategic planning and execution of workforce initiatives.
• Provided daily guidance and support to team members in the workforce management department.
• Analyzed historical data to create accurate staffing plans and schedules based on call volume trends.
• Assisted with the development of long-term business strategies related to resource planning and optimization initiatives.
• Evaluated current workforce management systems and recommended enhancements where necessary.
• Performed root cause analysis activities when needed to identify areas for improvement within the department.
• Collaborated with other departments across the organization in order to maximize operational efficiencies.
• Participated in weekly meetings with senior leadership team members to discuss progress towards achieving departmental goals.
• Implemented processes for handling employee absences or tardiness issues according to company policy.
• Developed long-term strategic plans aligned with organizational goals.
• Facilitated cross-departmental collaboration to enhance strategic initiatives.
• Created comprehensive reports to present strategic recommendations to leadership.
• Developed and implemented strategic plans to increase organizational efficiency.
• Participated in brainstorming sessions with senior executives to generate ideas that would contribute towards achieving corporate objectives and mission statement requirements .
• Researched best practices in areas such as risk management, process optimization, and cost reduction strategies, which were used in the development of strategy documents.
• Analyzed and tracked data to prepare forecasts and identify trends.

Nov 2010 – Sep 2018 · 7 yrs 10 mos · Thane, Maharashtra, India · On-site

• Analyze and monitor statistical information in a timely manner to
• ensure proper call allocation goals are met. As necessary, make
• recommendations to the operations in charge regarding labor
• utilization, KPI’s etc.
•  Scheduler for two line of business with 300+ FTE’s.
•  Ensuring availability of analysts on phones as per the business model
• requirement.
•  Extensive use of WFM tools like IEX Total view, CISCO Web view & ICM
• for day to day activities in planning, scheduling, capacity
• management and real time adherence.
•  Analyze forecasted volume and available staff to ensure that staffing
• is scheduled in the most efficient manner to properly utilize available
• resources and maintain acceptable service levels
•  Being first point of contact for all service related escalations occurring
• on account of issues such as call routing, technical glitches, and
• unscheduled absence.
•  Attend weekly and daily staffing review meetings with senior
• leadership and forecast/scheduling analysts to discuss the previous as
• well as the current week’s performance.
•  Creating agent tenure reports that help in keeping track of tenure
• wise head count & seat capacity reports to avoid any seats issue &
• manage the work force efficiently.
•  Monitor schedule adherence, variance, and report daily traffic
• volumes, headcount analysis, real time performance, and capacity
• plans.
•  Analyze call volume and staffing trends and make recommendations
• to management.
•  Proactively looking for roster gaps to avoid inefficient staffing and call
• for overtime whenever needed. Updating daily Absenteeism reports.
•  Efficiently managing Outage for any tools, phones or Call routing
• related issues.