Shreya Bilgaiyan — Operations Associate

At WNS, I have been instrumental in optimizing workforce performance and ensuring operational efficiency across multiple lines of business. By leveraging tools such as Assembled, Twilio, and Salesforce, I have successfully managed real-time operations for programs exceeding 500 FTEs. My role focuses on advanced analytics and metrics such as service delivery hours, occupancy, and productivity indicators to ensure that staffing levels are aligned with dynamic business needs. In parallel, my postgraduate studies in Data Science and Business Analytics at Great Learning have enriched my analytical and problem-solving skills. This academic foundation complements my hands-on experience, enabling me to excel in real-time workforce management, data-driven decision-making, and maintaining compliance with service level agreements through effective monitoring and adjustments. Additionally, my skill set includes: Excel Expertise: Proficient in advanced Excel features, including forecasting, macros, and VBA. Tableau and SQL: Intermediate knowledge of Tableau for data visualization and SQL for querying and managing databases. Statistical Analysis: Advanced knowledge of statistical techniques for business forecasting and decision-making. Shift Management: Open to working any shift, including graveyard shifts, demonstrating flexibility and adaptability. Strong Communication Skills: Adept at collaborating with peers, stakeholders, and clients to align on goals and deliverables. Detail-Oriented: Ensuring accuracy in reporting, capacity planning, and forecasting, coupled with strong organizational skills to manage complex operations effectively.

Stackforce AI infers this person is a BPO professional with expertise in workforce management and operational efficiency.

Location: Gurugram, Haryana, India

Experience: 5 yrs 5 mos