Bhaskara Venkata Apparao Kappala
Kothavalasa
Summary
Dynamic Workforce Analyst with a proven track record at Accenture Pvt Ltd, adept in schedule optimization and stakeholder management. Elevated operational efficiency by leveraging workforce management tools and lean six sigma methodologies. Excelled in enhancing team performance, demonstrating exceptional problem-solving abilities and commitment to excellence.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Workforce Analyst
Accenture Pvt Ltd
12.2021 - Current
- Analyzed historical performance data to forecast call volumes and develop agent schedules, ensuring optimal staffing to meet service level agreements (SLAs)
- Monitored real-time performance metrics and prepared reports for management, collaborating with cross-functional teams to enhance operational efficiency
Workforce Senior Associate
CSS Corp Private Limited
Chennai
06.2021 - 12.2021
- Monitor agent adherence to schedules and manage exceptions, providing insights into attendance and performance issues
Workforce Associate
IGT Solutions
10.2018 - 06.2021
- Joined as a Process Associate in October 2018, progressing to Subject Matter Expert - Lead Associate, Operations (July 2019 – June 2020), where I improved team performance and operational workflows
- Served as a Workforce Associate (June 2020 – June 2021), monitored agent adherence to schedules and managed exceptions, providing insights into attendance and performance issues, while continuously tracking real-time performance metrics, including call volume, average handle time, and service levels
Education
Bachelor of Technology - Electrical and Electronics Engineer
Chaitanya Engineering College
Visakhapatnam04.2017
Diploma in Electrical and Electronics Engineer -
Avanthi’s St. Theresa Institute of Engineering and Technology
Vizianagaram04.2013
Skills
- Real-time reporting
- Schedule optimization
- Stakeholder management
- Agent adherence
- Workforce management tools
- Lean six sigma
Certification
Lean Six Sigma Yellow Belt Certification, Bangalore, 11/01/24, 02/01/25, Certified in Lean Six Sigma Yellow Belt with a focus on Workforce Activity Optimization, applying process improvement methodologies to enhance efficiency, reduce waste, and optimize workforce management. Skilled in real-time monitoring, data-driven decision-making, and performance optimization to improve service levels and resource utilization. Proficient in using Lean principles to streamline workflows and Six Sigma techniques to minimize variations, ensuring cost-effective and high-performing workforce operations. Adept at identifying inefficiencies, implementing corrective actions, and driving continuous process improvements for operational excellence.
Personal Information
Date of Birth: 10/11/94
Marital status : Married
Languages
Telugu
First Language
Hindi
Upper Intermediate (B2)
B2
English
Upper Intermediate (B2)
B2
Timeline
Workforce Analyst
Accenture Pvt Ltd
12.2021 - Current
Workforce Senior Associate
CSS Corp Private Limited
06.2021 - 12.2021
Workforce Associate
IGT Solutions
10.2018 - 06.2021
Bachelor of Technology - Electrical and Electronics Engineer
Chaitanya Engineering College
Diploma in Electrical and Electronics Engineer -
Avanthi’s St. Theresa Institute of Engineering and Technology
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