Amit
New Delhi
Summary
Proficient Workforce Analyst adept at collecting, evaluating, and modeling data sets to make forward-thinking improvements to workforce plans. Well-organized and knowledgeable with top skills in complex problem-solving and strategic decision-making. Prepared to offer many years' experience and seeking a dynamic new position.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Workforce Analyst
Accenture
Gurugram
03.2017 - Current
- Performed cost-benefit analyses on potential projects and initiatives related to workforce optimization.
- Designed innovative solutions utilizing artificial intelligence technologies.
- Identified opportunities for process improvements through analysis of existing workflows.
- Maintained up-to-date knowledge of industry trends related to workforce analytics tools, techniques, and regulations.
- 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 and presenting differential observations for WFM metrics in client WBR, MBR, and QBR meetings.
- Achieved SL/LA targets by creating effective shift schedules using Erlang and 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 daskh Pvt. Ltd
Gurugram
08.2018 - 09.2019
- 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-site and off-site customer support teams across multiple time zones.
Education
B.com - Business Management
University of Delhi
05-2015
Skills
- Workforce optimization
- Data analysis
- Schedule management
- Capacity planning
- Artificial intelligence
- Team collaboration
- Reporting techniques
- Project management
- Cost analysis
- Microsoft Excel
- Verint
- Erlang C
Certification
- MS Excel with ChatGPT and AI tools from Skill Nation
- Power BI from Skill Nation.
Timeline
Customer Support Executive
Concentrix daskh Pvt. Ltd
08.2018 - 09.2019
Senior Workforce Analyst
Accenture
03.2017 - Current
B.com - Business Management
University of Delhi
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