Summary
Overview
Work History
Education
Skills
Software
Timeline
Volunteer
Goldie Tiwari

Goldie Tiwari

WFM Lead And Real Time Analyst
Kanpur

Summary

Knowledgeable Workforce Analyst having grip over Monitoring Operations activities, Adherence to Schedules , Service Level Management, Resource Allocation,Problem Resolution and preparing various real time reports.

Overview

4
4

WFM Lead

1
1

Real Time Analyst

Work History

Real-Time Analyst

BCD Travel
Bangalore
07.2022 - Current
  • Monitoring and managing real-time activities to ensure optimal staffing, adherence to schedules, and performance to meet service level targets.
  • Tracking agent adherence to schedules, making real-time adjustments to staffing, addressing unforeseen issues and presenting it in front of operations.
  • Also responsible for creating and maintaining employee schedules based on forecasting and staffing requirements.
  • Worked closely with CO - RTA's to ensure schedules align with real-time needs.


WFM Lead

Concentrix Daksh PVT LTD
Gurgaon
06.2018 - 07.2022
  • Worked with operation to develop strategic and tactical plans to meet different requirements.
  • Set and adjusted schedules to maintain optimal coverage and service levels.
  • Managed overtime, shift swaps, breaks and PTO requests.
  • Produced and updated documents, reports and tracking google sheets using Verint, Pulse and Decision source .
  • Resolved problems, improved operations and provided exceptional service.
  • Was responsible for creating Daily Attendance report, Performance report etc

Education

Bachelors of Journalism And Mass Communication - Mass Communication

Amity University
Noida
04.2011 - 06.2015

Skills

    Real-Time Monitoring

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Software

Verint

Decision Source

Pulse

One Touch

Genesys Administration

Timeline

Real-Time Analyst

BCD Travel
07.2022 - Current

WFM Lead

Concentrix Daksh PVT LTD
06.2018 - 07.2022

Bachelors of Journalism And Mass Communication - Mass Communication

Amity University
04.2011 - 06.2015

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Goldie TiwariWFM Lead And Real Time Analyst