Vansh Gupta

Operations Associate

Gurugram, Haryana, India3 yrs 9 mos experience

Highly StableAI Enabled

Key Highlights

3.5+ years in global workforce management.
Expert in real-time operations and SLA protection.
Strong analytical skills driving performance insights.

Stackforce AI infers this person is a Workforce Management Analyst with expertise in real-time operations within the BPO industry.

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Skills

Core Skills

Data AnalysisKpi ReportingWorkforce ManagementReal-time Analysis

Other Skills

Shrinakge managementAdherence monitoringData ManagementService LevelsData ValidationBusiness ReportingKPI DashboardsPerformance ReportingGoal-Oriented MindsetService Level OptimizationRoot Cause AnalysisService-Level Agreements (SLA)Service Level ManagementTime ManagementCommand Center

About

I am a Workforce Management Analyst with 3.5+ years of experience managing real-time operations for global clients across multiple regions and time zones. Currently at Tech Mahindra, I specialize in command center operations, real-time queue management, SLA protection, and occupancy optimization in high-volume environments. I work closely with operations leaders and international stakeholders to ensure consistent service delivery and performance stability. My expertise includes: • Managing multi-region real-time operations • Protecting SLA during call spikes and high shrinkage • Intraday staffing adjustments (OT/VTO execution) • Bi-hourly, daily, and monthly KPI reporting • Global stakeholder coordination • Performance insights for business review discussions Handling global accounts has strengthened my ability to make fast, data-driven decisions while balancing cost, efficiency, and customer experience across time zones. I am continuously building toward advanced WFM strategy and leadership roles.

Experience

3 yrs 9 mos

Total Experience

3 yrs 9 mos

Average Tenure

3 yrs 9 mos

Current Experience

Tech mahindra

2 roles

Senior Associate – MIS

Feb 2026 – Present · 3 mos · India · Remote

Promoted internally from Workforce Management Analyst to Senior Associate – MIS, recognizing consistent performance and analytical contribution.
In this role, I am responsible for transforming operational data into actionable business insights to support leadership decision-making and performance improvement.
Key Responsibilities:
Preparing and publishing daily, weekly, and monthly MIS reports
Tracking key metrics such as AHT, SLA, Productivity, Shrinkage, and Attrition
Creating automated Excel dashboards and performance trackers
Conducting trend analysis to identify gaps and improvement opportunities
Supporting Operations and WFM teams with real-time data insights
Ensuring 100% data accuracy and timely stakeholder reporting
Coordinating with cross-functional teams for performance alignment
Focused on driving data accuracy, operational visibility, and continuous process improvement.

Data AnalysisKPI Reporting

Workforce Management Analyst

Aug 2022 – Feb 2026 · 3 yrs 6 mos · India · Remote

As a Workforce Management Analyst, I drive real-time operational efficiency by ensuring optimal staffing, service level achievement, and cost control across multiple client programs.
Key Responsibilities & Contributions:
Monitor real-time adherence (breaks, lunch, absenteeism) and take immediate action to minimize SLA impact
Manage occupancy and service level performance through proactive queue monitoring and intraday analysis
Execute real-time decision-making including VTO and OT management based on call volume trends
Handle command center operations during call spikes, shrinkage, and critical escalations
Prepare and present intraday, daily, and monthly KPI reports to internal stakeholders and clients
Generate analytical reports including Overtime, Absenteeism, Bi-hourly SLA & Occupancy reports
Coordinate with Operations, Team Leaders, and Clients to ensure alignment on workforce strategy
Support business review meetings with performance insights and data-driven recommendations
Tools & Expertise:
Workforce Management | Real-Time Analysis | SLA Management | Occupancy Optimization | Intraday Reporting | Advanced Excel | Shrinkage & Attrition Analysis