Amit
New Delhi
Summary
Strategic Senior Workforce Analyst known for high productivity and efficient task completion. Skilled in data analysis, workforce planning, and trend forecasting to optimize workforce efficiency. Proficient in communication, problem-solving, and leadership, ensuring seamless operations and team synergy.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Sr. Workforce Analyst
Accenture Solutions Pvt. Ltd.
Gurugram
03.2017 - Current
- Performed cost-benefit analyses on potential projects and initiatives related to workforce optimization.
- Maintained up-to-date knowledge of industry trends related to workforce analytics tools, techniques, and regulations.
- Collaborated with senior and department leaders to develop and implement workforce plans.
- Handled all schedule-related requests, including PTO, shift swaps and overtime.
- Developed new-hire training materials regarding all attendance and schedule matters.
- Responsible for Capacity and Resources Planning.
- Managed and tracked headcount details on a weekly, monthly, and quarterly basis to optimize capacity planning.
- Documenting & presenting differential observations for WFM metrics in client WBR, MBR, & QBR meetings.
- Achieved SL/LA targets by creating effective shift schedules using Erlang & Verint taking into account employee availability, skill set, and leave requests.
- Developed and executed successful mitigation strategies on a monthly basis, resulting in consistent achievement of billable hour targets without any adverse impact on the company's finances or revenue.
- Handled WFM support matters as an escalation point, addressing and resolving issues.
Customer Support Executive
CONCENTRIX DAKSH Pvt. Ltd.
Gurugram
08.2015 - 09.2016
- Responded to customer inquiries via phone, email and chat.
- Contributed ideas for process improvements within the team.
- Generated reports to track customer satisfaction levels.
- Led on- and off-site customer support teams across multiple time zones.
Education
B.com -
Delhi University
Delhi01-2015
Skills
- Resource Planning
- Cost Analysis
- Scheduling
- Verint
- Erlang C
- Microsoft Excel
- Operations Management
- Power BI
Certification
- MS-Excel with Chat GPT & AI tools from Skill Nation.
- Power BI from Skill Nation.
Timeline
Sr. Workforce Analyst
Accenture Solutions Pvt. Ltd.
03.2017 - Current
Customer Support Executive
CONCENTRIX DAKSH Pvt. Ltd.
08.2015 - 09.2016
B.com -
Delhi University
- MS-Excel with Chat GPT & AI tools from Skill Nation.
- Power BI from Skill Nation.
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