PRAKHAR SAXENA
Bhopal
Summary
Insightful Workforce Management Analyst known for unparalleled productivity and efficiency in task completion. Possess specialized skills in data analysis, forecasting workforce needs, and developing scheduling strategies to optimize operational effectiveness. Excel through strong analytical thinking, problem-solving abilities, and communication skills, ensuring seamless workforce management processes.
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
9
9
years of professional experience
Work History
Workforce Management Analyst
Telus International
03.2024 - Current
- Managing workforce scheduling for multiple LOBs across global time zones.
- Ensuring adherence to service level agreements by optimizing shift patterns and break allocations.
- Coordinating with operations and training teams to adjust capacity plans based on real-time business needs.
- Monitoring absenteeism, schedule deviations, and shrinkage trends.
- Driving automation improvements and accuracy in staffing models using WFM tools like IEX and Verint.
Workforce Management Analyst
TaskUs
08.2021 - 02.2024
- Company Overview: http://www.taskus.com
- Monitored key metrics like average queue waiting time, backlogs, and case aging, providing insights to operations.
- Managed real-time scheduling adherence and communicated changes to agents and stakeholders.
- Proposed and implemented scheduling optimizations including OT, voluntary time-off, and intra-LOB shift balancing.
- Supported the WFM team with data analysis and operational reporting.
- Http://www.taskus.com
Business Service Associate
Teleperformance
01.2020 - 02.2021
- Company Overview: https://www.teleperformance.com
- Owens & Minor was the client
- It deals with Purchase & Sales of medical related items.
- I was working to solve the cases on time
- After receiving the client's accounts, we had to create the Excel sheets and send them to our manager.
- We have the TAT that we need to complete it during that time.
- Https://www.teleperformance.com
Customer Service Associate
Amazon
05.2018 - 10.2019
- Handled customer live through Chats & E-mail
- Handled Domestic customer and helped them with their issues & query
- Helped the customer with their Account, Product and refunds related queries
- Worked in E-mail for over 3 months and handled domestic customers
- Worked in cross-skill while during the peak time
Deputy Manager
Indusind Bank Ltd
06.2016 - 12.2017
- Revenue Generation through Credit cards, Debit cards and Loan Against property
- Cross sells third-party products (life insurance, mutual funds, and debit/credit cards) to current clients
- Meeting with client, assessing the financials and supporting them on the sanctioning of loan
- Managing Tat for all Service and Operational Transactions
- Activation of clients for Direct banking Channel (Net banking, ATM, Mobile banking)
- Onboarding of new acquired clients through a welcome call and an audit of the sales process.
- Responsible for timely processing of bank transactions like Funds transfer/Cheques/Opening of accounts/Reconciliation of office accounts
Education
MBA - Finance
Pune University
01.2016
B.COM -
Barkatullah University
01.2014
High School Diploma -
High School
01.2008
Skills
- Workforce scheduling
Websites
Languages
- English, Intermediate
- Hindi, Intermediate
Languages
Hindi
First Language
English
Upper Intermediate
B2
Timeline
Workforce Management Analyst
Telus International
03.2024 - Current
Workforce Management Analyst
TaskUs
08.2021 - 02.2024
Business Service Associate
Teleperformance
01.2020 - 02.2021
Customer Service Associate
Amazon
05.2018 - 10.2019
Deputy Manager
Indusind Bank Ltd
06.2016 - 12.2017
MBA - Finance
Pune University
B.COM -
Barkatullah University
High School Diploma -
High School