PRAKHAR SAXENA
Workforce Management Analyst
Bhopal,MP
Summary
Insightful Workforce Management Analyst recognized for exceptional productivity and efficiency in task completion. Specialized expertise in data analysis, workforce forecasting, and the development of innovative scheduling strategies enhances operational effectiveness. Strong analytical thinking, problem-solving abilities, and communication skills ensure seamless workforce management processes. Dedicated and adaptable professional with a proactive attitude, committed to contributing to a dynamic team and supporting organizational goals.
Overview
10
10
years of professional experience
4037
4037
years of post-secondary education
3
3
Languages
Work History
Workforce Management Analyst
Telus International
04.2025 - Current
- Managing workforce scheduling for multiple lines of business 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.
- Improved employee satisfaction by addressing scheduling concerns and implementing flexible solutions.
- Supported in the scheduling profile for more than a year.
Workforce Management Analyst
TaskUs
08.2021 - 03.2025
- 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
- Identified inefficiencies in current scheduling processes, implementing changes that resulted in improved resource utilization.
- Won the Best Global RTA award within six months after getting a promotion.
Business Service Associate
Teleperformance
01.2020 - 02.2021
- Company Overview: https://www.teleperformance.com.
- Owens & Minor was the client.
- It deals with the purchase and 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 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
Pune, India06-2016
BBA - Taxation
Bhopal School of Social Science
Bhopal, India 04.2001 - 01.2014
High School Diploma -
Kopal H.S School
Bhopal, India03-2011
Skills
Scheduling optimization
Workforce planning
Forecasting techniques
Statistical modeling
Workforce management
Workforce management tools
Maintaining service levels
Cross-functional coordination
Teamwork
Teamwork and collaboration
Time management
Languages
- English, Intermediate
- Hindi, Intermediate
- B2
- 1
Skills
Workforce scheduling
Timeline
Workforce Management Analyst
Telus International
04.2025 - Current
Workforce Management Analyst
TaskUs
08.2021 - 03.2025
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
BBA - Taxation
Bhopal School of Social Science
04.2001 - 01.2014
MBA - Finance
Pune University
High School Diploma -
Kopal H.S School