Abhishek Anand
Vizianagaram
Summary
Dynamic WFM Analyst with a proven track record at Teleperformance, excelling in optimizing workforce efficiency and enhancing service levels. Skilled in Microsoft Excel and complaint handling, I developed impactful reports and fostered collaboration with management to drive strategic staffing solutions. Committed to continuous improvement and delivering exceptional results.
Overview
5
5
years of professional experience
Work History
WFM Analyst
Teleperformance
Gurgaon
04.2025 - Current
- Analyzed workforce data to identify trends and improve scheduling efficiency.
- Developed reports using WFM software to support operational decisions.
- Collaborated with management to refine staffing models and optimize resource allocation.
- Monitored real-time performance metrics to ensure service level adherence.
- Assisted in forecasting workload based on historical data and seasonal trends.
WFM (RTA)
Ienergizer
04.2021 - 04.2025
- Developed custom reports to provide management with valuable insights into workforce performance metrics.
- Optimized workforce schedules by analyzing historical data and forecasting future trends.
- Established strong relationships with department heads, collaborating on workforce planning initiatives to meet organizational goals.
- Managed intraday staffing adjustments, responding quickly to changes in call volume or service level requirements.
- Managed overtime, shift swaps, breaks and Feedback requests.
Senior Executive
Ienergizer
01.2021 - 12.2023
- Worked as Customer Support Representative in Ienergizer since January 2021.
- Got promoted SME in short period of time through my skills and commitment towards the work.
- I have handled inbound and outbound calls with Customer and clients mail.
- Also manages the floor in the absence of my supervisor.
Education
Bachelor of Commerce -
GITAM University
Intermediate College -
Narayana Intermediate College
Skills
Complaint handling
Time management
Microsoft Office
Teamwork and collaboration
Willingness to learn
Teamwork
Maintaining service levels
Monitoring tests
KPI monitoring
Resolving issues
Microsoft Excel
Workforce management
Affiliations
- Genysis
- Assemble
- Beehive
- Salesforce
- Avaya/CMS
Timeline
WFM Analyst
Teleperformance
04.2025 - Current
WFM (RTA)
Ienergizer
04.2021 - 04.2025
Senior Executive
Ienergizer
01.2021 - 12.2023
Bachelor of Commerce -
GITAM University
Intermediate College -
Narayana Intermediate College