Kiran Kadari
Hyderabad
Summary
Dynamic Workforce Management Analyst with a proven track record at Genpact India Pvt Ltd, excelling in forecasting and capacity planning. Leveraged SQL and Power BI to enhance decision-making, achieving a 40% reduction in SLA violations. Passionate about optimizing performance metrics and driving data-driven strategies for operational excellence.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Workforce Management (WFM) Analyst
Genpact India Pvt Ltd
Hyderabad
11.2022 - Current
- Developed short-term and long-term forecasting models using historical volume trends, seasonality, and business driversEnabled data-driven hiring plans by presenting forecast and capacity models to stakeholders.wrote optimized SQL queries to extract and transform large datasets for operational insights.designed and deployed interactive Power BI dashboards used by operations leadership for daily and weekly performance reviews.
- Improved forecast accuracy, enabling data-driven decision-making.
- Executed capacity planning to ensure FTE requirements matched SLA targets and budget constraints.
- Managed intraday performance and real-time adherence (RTA) for a team of
- Supervised X+ FTEs to ensure team productivity and adherence.
- Decreased SLA violations by 40% through targeted process improvements.
- Conducted shrinkage and occupancy analysis to optimize workforce utilization.
- Built automated MIS reporting systems in Excel, reducing manual effort by
- Reduced reporting time by 10 hours each week through automation.
- Performed root cause analysis on performance gaps and recommended data-backed action plans.
- Identified overstaffing/understaffing patterns, reducing overtime costs by
- Achieved a 10% reduction in overtime expenses by optimizing workforce allocation.
- Streamlined reporting processes, improving decision-making turnaround time by
- Wrote optimized SQL queries to extract and transform large datasets for operational insights.
- Performed root cause analysis on performance gaps and recommended data-backed action plans.
- Identified overstaffing/understaffing patterns, reducing overtime costs by
- Achieved a 10% reduction in overtime expenses by optimizing workforce allocation.
- Streamlined reporting processes, improving decision-making turnaround time by 90%
- Enabled data-driven hiring plans by presenting forecast and capacity models to stakeholders.
Education
B.Tech - Computer Science
Sri Indu Institute of Engineering And Technology
Hyderabad,Telangana,India12-2019
Skills
- Forecasting workforce capacity planning strategies
- Management of scheduling intraday operations
- Optimization of contact center performance metrics
- Management of service levels alongside KPIs
- Modeling shrinkage rates with occupancy metrics
- Analysis of SQL data queries for optimization
- Automation techniques using advanced Excel features
- Development of dashboards in Power BI (DAX)
- Analysis of trends alongside variance reporting
- Reporting for executives via MIS systems
- Improvement of productivity through cost-saving measures
- Utilization of complex joins within SQL queries
- Application of window functions for data processing
- Validation processes for data integrity with performance tuning
- Modeling data effectively using DAX measures
- Execution of ETL processes through Power Query tools
- Creation of KPI dashboards ensuring row-level security settings
- Utilization of Power Pivot along with pivot tables for analytics
- Implementation of index-match/XLOOKUP functions in macros
- aht metrics, service level assessments, occupancy rates, shrinkage calculations, attrition tracking, forecast accuracy evaluations, utilization assessments
Certification
Microsoft Power BI Certification.
Additional Details
Workforce WFM Analyst/Mis Analyst/Data Analyst.
Projects
Executive Operations Dashboard (Power BI), Built centralized performance dashboard integrating SQL database and Excel data sources., Created dynamic DAX measures for SLA, AHT, Productivity, Occupancy, and Variance tracking., Provided leadership-level visibility into workforce efficiency and performance trends. Workforce Optimization & Shrinkage Model, Developed shrinkage forecasting model to account for planned and unplanned absences., Improved staffing allocation accuracy and minimized service-level fluctuations.
Technical Skills
Complex Joins, CTEs, Window Functions, Aggregations, Data Validation, Performance Tuning, Data Modeling, DAX Measures, Power Query (ETL), KPI Dashboards, Row-Level Security, Power Pivot, Pivot Tables, INDEX-MATCH/XLOOKUP, Macros (VBA), Scenario Modeling, Automation, AHT, Service Level, Occupancy, Shrinkage, Attrition, Forecast Accuracy, Utilization
Core Expertise
- Workforce Forecasting & Capacity Planning
- Scheduling & Intraday (RTA) Management
- Contact Center Performance Optimization
- Service Level (SLA) & KPI Management
- Shrinkage & Occupancy Modeling
- SQL Data Analysis & Query Optimization
- Advanced Excel Automation (Macros, Power Query)
- Power BI Dashboard Development (DAX, Data Modeling)
- Variance & Trend Analysis
- Executive MIS Reporting
- Cost Optimization & Productivity Improvement
Timeline
Workforce Management (WFM) Analyst
Genpact India Pvt Ltd
11.2022 - Current
B.Tech - Computer Science
Sri Indu Institute of Engineering And Technology