Summary
Overview
Work History
Education
Skills
Timeline
Generic

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
Jamshedpur
09.2015

Intermediate -

SSNInter College
Chunar, Mirzapur
03.2011

Matriculation -

CDSHS School
Mirzapur
03.2009

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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Amit Kumar Singh