Amit Kumar Singh
Bangalore
Summary
Dynamic Senior Workforce Analyst with a proven track record at Commonwealth Bank of Australia, excelling in scheduling and forecasting. Expert in real-time adherence and advanced Excel, I drive operational efficiency and enhance service levels through strategic resource optimization and stakeholder collaboration, consistently delivering actionable insights that improve performance outcomes.
Overview
7
7
years of professional experience
Work History
Senior Workforce Analyst
Commonwealth Bank Of Australia
Bangalore
10.2023 - Current
- Short Term Forecasting: Handling the short-term forecasting by analyzing historical trends, intraday patterns, and upcoming events to project daily and interval-level volumes. collaborating with operations and planning teams to align forecasts with business needs, helping ensure optimal staffing and SLA adherence. These forecasts support schedule generation and real-time adjustments, enabling efficient resource utilization across channels like voice and chat.
- Workforce Optimization: Utilized Verint software to analyze and forecast workforce requirements, optimizing scheduling and resource allocation to meet real-time demand and improve service levels.
- Reporting and Analysis: Generated and analyzed reports on workforce metrics, call volumes, and operational performance. Provided actionable insights and recommendations to improve processes and outcomes.
- Real-Time Volume Management: Monitoring the call volumes and agent performance in real-time, adjusting schedules and resources as needed to ensure operational efficiency and meet performance targets.
- Dialer Management: Solely responsible for the management, configuration, and optimization of the dialer system at the India site. Conducted training sessions for team members and developed best practices for dialer use.
- Collaboration: Coordinated with cross-functional teams to address any issues related to workforce management and dialer performance, ensuring seamless operations and resolution of problems.
Resource Optimization Sr. Assoc.
Google Operations Center
Hyderabad
03.2022 - 10.2023
- Built weekly and monthly volume forecasts using historical trends, seasonality, and upcoming events.
- Managed end-to-end agent scheduling based on forecasted workload across multiple channels (voice, chat, email).
- Created shift patterns, break schedules, training and coaching slots using Verint Impact 360.
- Coordinated with operations for shift bids, schedule changes, and shrinkage planning.
- Monitored real-time adherence and performance metrics; adjusted staffing through RTA alerts or skill reassignments.
- Delivered daily/weekly/monthly reports on forecast accuracy, staffing vs requirement, and SLA performance.
- Partnered with HR and Training teams to account for onboarding/offboarding in capacity plans.
- Conducted post-mortem analysis of volume spikes and shrinkage to refine planning accuracy.
- Tools Used: Excel, Google Sheets, Salesforce, Connect Appointments.
- Completed the On Job Training before the scheduled date.
- Got appreciation mail from operations team within a duration of 60 Days post joining the firm.
Workforce Specialist
Goldman Sachs
Bangalore
04.2020 - 03.2022
- Understanding the business requirements for Consumer Wealth Management/Asset Management.
- Generated daily/weekly interval-level forecasts based on call/chat volume data.
- Published staffing requirements and tracked alignment against scheduled headcount.
- Designed and maintained agent schedules incorporating business rules, shrinkage, and flexibility buffers.
- Maintained agent leave tracker, approved shift swaps, and adjusted schedules for real-time needs.
- Published intraday and end-of-day performance reports and staffing summaries.
- Assisted in planning training batches and new hire ramp-up schedules with learning teams.
- Flagged SLA risks and under/overstaffed intervals to Ops through capacity alerts.
- Supported monthly capacity reviews with data insights and visualizations.
- Tools Used: Verint WFM, Excel (Advanced), PowerPoint, AWS, LivePerson, JIRA.
- Got appreciation from GS-Internal as well from US team in leading the team related tech task in case of any outage or issue reported during business hours.
- Was leading the BGL RTA team under the guidance of current manager at time of requirement during her absence.
- Got placed twice in monthly recognition program magazine at GS in duration of 12 months post joining the firm.
Real Time Executive
Bundl Technologies Pvt Ltd (Swiggy)
Bangalore
03.2018 - 03.2020
- Monitored service levels and direct real-time forecasting to meet the call volume demand.
- Managed, tracked and reported agent adherence to policy and absenteeism.
- Monitored staff phone auxiliary changes (break, lunch, etc.) using historical data reporting.
- Monitored intra-day call volume traffic and adjust real time staffing to meet goals.
- Improved the communication between locations when it comes to making RTA adjustments when call flow changes.
- Responsible for daily, weekly, and monthly reporting of work input and output volumes across individual staff members and work groups as well as identifying areas for improvement.
Education
B.Tech - Mechanical Engineering
BA College Of Engineering
Jamshedpur09.2015
Intermediate -
SSNInter College
Chunar, Mirzapur03.2011
Matriculation -
CDSHS School
Mirzapur03.2009
Skills
- Stakeholder Management
- Scheduling & Forecasting
- Advance Excel
- Reporting
- Real Time Adherence (RTA)
- Workforce Management
- JIRA
- Salesforce
- Avaya
- Connect Appointment
- Connect Cases
- LivePerson
- AWS
- Freshchat
- EWFM
- Aspect
Timeline
Senior Workforce Analyst
Commonwealth Bank Of Australia
10.2023 - Current
Resource Optimization Sr. Assoc.
Google Operations Center
03.2022 - 10.2023
Workforce Specialist
Goldman Sachs
04.2020 - 03.2022
Real Time Executive
Bundl Technologies Pvt Ltd (Swiggy)
03.2018 - 03.2020
B.Tech - Mechanical Engineering
BA College Of Engineering
Intermediate -
SSNInter College
Matriculation -
CDSHS School
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