Cooking
PAVITRA MEHROTRA
Workforce Management
Greater Noida,UP
Summary
Results-driven Capacity Analyst with 7+ years of experience optimizing workforce planning, capacity analysis and employee performance management. Proficient in forecasting labor needs, analyzing performance metrics, and utilizing workforce management tools to optimize staffing and reduce costs. Excited to contribute analytical and problem-solving skills to a dynamic team.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
CAPACITY ANALYST-WORKFORCE MANAGEMENT
WIPRO LIMITED
10.2022 - Current
- Analyzed real-time and historical data to forecast staffing needs, resulting in increase in productivity
- Work on forecasting plans and recommend shift analysis
- Identify and recommend cross-training needs
- Monitored KPIs, including service level, attendance, adherence, and shrinkage, ensuring compliance with client standards
- Utilized workforce management tools (e.g., Genesys, Cognos, Tableau) for capacity planning, scheduling and monitoring
- Optimized shift scheduling, reducing overtime costs
- Collaborated with stakeholders to develop staffing strategies aligned with business goals
- Developed real-time dashboards to track agent performance and capacity in contact center environments
- Provided training to new hires on WFM tools and shared best practices
- Generated reports on workforce performance, including call center agent occupancy, adherence, and shrinkage rates
SENIOR CUSTOMER SERVICE REPRESENTATIVE
WIPRO LIMITED
08.2017 - 10.2022
- Assisting customers with their HR-related queries
- Processing HCM and Payroll related transactions for customers
- Escalating grievous concerns to second level support
- Analyze survey feedback
- Maintain various trackers like- DSAT, RCA, Open and Pending tickets tracker
- Worked on ALIS implementation for Baxter client
- Facilitating refreshers and process related training for colleagues
CUSTOMER SERVICE REPRESENTATIVE
IBM INDIA PVT LTD.
05.2016 - 08.2017
- Technical Support Representative for a leading airline client
- Assisting client with their day to day IT related concerns
- Coordinating with vendors and third parties to resolve payment and applications related issue
- Escalating concerns to second level support
Education
BSC HONORS -
IIMT (now Known As Vedatya Institute)
Gurgaon, India 04.2009 - 04.2013
Skills
Workforce Management Systems (Genesys, Cognos)
Capacity Planning
Data Analysis & Reporting (Cognos, Tableau)
Performance Metrics & KPI Tracking
Real-Time Monitoring & Queue Management
MS office
Team Collaboration
Coaching
Certification
Workday HCM Techno Functional Consultant
Interests
Artistic skills/DIY
Travel
Timeline
Workday HCM Techno Functional Consultant
07-2024
CAPACITY ANALYST-WORKFORCE MANAGEMENT
WIPRO LIMITED
10.2022 - Current
People Analytics
01-2020
SENIOR CUSTOMER SERVICE REPRESENTATIVE
WIPRO LIMITED
08.2017 - 10.2022
CUSTOMER SERVICE REPRESENTATIVE
IBM INDIA PVT LTD.
05.2016 - 08.2017
BSC HONORS -
IIMT (now Known As Vedatya Institute)
04.2009 - 04.2013