RADESH SINGH
Workforce Management Analyst
Bengaluru,Karantaka
Summary
Workforce Analyst using extensive industry experience for improved company development. Exceeded performance and productivity targets through diligent analysis, planning and policy adaptation. Built strategic business networks for enhanced specialist support.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Workforce Analyst
Commonwealth Bank of Australia Services
05.2023 - Current
- Handling a daily volume of more than 1000 while keeping the service level target above 80% while overseeing 500 workers across several business units.
- Oversaw multidisciplinary groups in implementation of initiatives aimed at enhancing processes, leading to rise in efficiency of operations.
- Employed sophisticated analytics methods to find trends in employee churn rates, offering insightful information for continued attempts to keep employees.
- Gave top leadership access to analytical reporting on important workforce KPIs, facilitating well-informed decision-making.
- Reviewed distribution of work among teams on regular basis to make sure resources were distributed fairly throughout company.
Real Time Specialist
GOLDMAN SACHS SERVICES PVT. LTD
08.2021 - 02.2023
- To maintain the Business SLA by scheduling staff for login, lunch, breaks, and weekly off times, as well as queue monitoring Informing the leadership team on staff productivity
- Daily targets are given to employees in order to maintain the overall SLA to guarantee that common objectives are reached
- Established and maintain strong relationships with key stakeholders from all sites Strive for real-time adherence to service levels and efficiency metrics goals by comparing predicted capacity to actual performance
- Schedule change/update on VERINT tool depending upon real time scenarios like overtime, lunch/break optimizations
- Real time adherence monitoring on of resources on VERINT tool for the maximum utilization to deliver best results.
Workforce Management Analyst
CONCENTRIXSERVICES INDIA PVT. LTD
08.2019 - 08.2021
- Sharing proper forecast and planning to tackle the upcoming challenges in process
- Sharing of the Analytical input in the process for smooth running of operations to maintain the Business SLA by managing the people on schedule for login, Lunch/Breaks/Weekly offs , queue monitoring
- Active involvement in cross department activities like quality team, transport team, HR department, voice/non voice teams
- Coordinated and maintained the track record of hiring, training and performance management for employees
- Scheduled and planned efficient use of resources to control expenditures in business
- Creation of monthly schedules of resources on Genesys workforce tool to maintain business targets.
Operations Representative
CONCENTRIXSERVICESINDIA PVT. LTD
03.2018 - 08.2019
- Supporting IT hardware including Lenovo desktop/laptop/All-in-One computers
- Experience in installation of Operating system like Windows 7, Windows 10 Provide technical solutions and troubleshooting services on need basis Making hardware recommendation after troubleshooting
- Asked customers targeted questions throughout troubleshooting to determine smart solutions
- Communicated technical computer information to non-technical audiences by providing simplified presentations and demonstrations.
Education
Bachelor of Technology - Electronics and Communication
VAISHNO COLLEGE OF ENGINEERING (HIMACHAL PRADESHUNIVERSITY
Shimla, HPCertificate of Higher Education - Science and Mathematics
BHRAMRISHI BAWRA SHANTI VIDYA PEETH
Udhampur, JKDiploma of Higher Education - Science
BHRAMRISHI BAWRA SHANTI VIDYA PEETH
Udhampur, JKSkills
Scheduling Optimization/ Operations Management/ Demand forecasting/ Staffing Analysis/ Workforce Forecasting/ Managing schedules/ Workforce Management/ Report Writing/ KPI Monitoring/ Resource Planning/ Staffing requirements/ Problem-Solving/ Time Management/ Multitasking/ Leadership skills/Self Motivation
Tools
Genesys Workforce Management Tool/ Aspect/ VERINT/ Live-person/ Tableau/ Microsoft Office/ Excel/ Powerpoint
Certification
Workforce Management essentials by Call design
Rewards
- Lenovo Best Performer Q1
- Lenovo Best Performer Q4
Disclaimer
I hereby declare that the information mentioned above is true to be best of my knowledge. Given an opportunity I will work to the utmost satisfaction of my superiors.
Timeline
Senior Workforce Analyst
Commonwealth Bank of Australia Services
05.2023 - Current
Workforce Management essentials by Call design
05-2023
Real Time Specialist
GOLDMAN SACHS SERVICES PVT. LTD
08.2021 - 02.2023
Workforce Management Analyst
CONCENTRIXSERVICES INDIA PVT. LTD
08.2019 - 08.2021
Operations Representative
CONCENTRIXSERVICESINDIA PVT. LTD
03.2018 - 08.2019
Bachelor of Technology - Electronics and Communication
VAISHNO COLLEGE OF ENGINEERING (HIMACHAL PRADESHUNIVERSITY
Certificate of Higher Education - Science and Mathematics
BHRAMRISHI BAWRA SHANTI VIDYA PEETH
Diploma of Higher Education - Science
BHRAMRISHI BAWRA SHANTI VIDYA PEETH
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