Roshni Saha
Workforce Analyst
Bengaluru,KA
Summary
An ambitious and conscientious professional having extensive experience in multiple industries as Workforce Analyst, Escalation Specialist, Real Time Analyst, Customer Support Associate, and Pricing Analyst. A solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
1
1
Certification
3
3
Languages
Work History
Workforce Analyst
Commonwealth Bank of Australia, CBA
05.2023 - Current
- Forecast volumes and AHT (weekly, monthly, quarterly) for developing and maintaining accurate FTE requirement to support the organization's strategic and operational planning
- Create and optimize schedules based on the forecast to maintain optimal coverage and meet service levels.
- Managing over 1000 daily volume while maintaining a service level target above 80% and supervising 500 employees in multiple business areas.
- Actioning JIRA tickets related to change in working hours, profile changes, ATS issues etc.
- Maintain accurate records of headcount changes over time, providing valuable trend data for future planning purposes.
- Provide insightful reporting on key workforce metrics, enabling informed decision-making by senior leadership.
- Conduct regular reviews of workload distribution among teams, ensuring balanced allocation of resources across the organization.
- Reduced overtime cost through strategic forecasting & effective scheduling.
Senior Customer Advocate
Google Operations Center
11.2020 - 05.2023
- Handled escalations raised by frontline team via case management system for issues related to verification/suspension or removal of business profiles, merging duplicate business profiles, resolving conflicts related to ownership of business profiles, solving issues related to profile's live data conflicts.
- As an Acting SME, evaluated business operations and processes and identify areas where appropriate solutions would improve business performance
- Coached junior team members on best practices in customer service, fostering a culture of excellence and accountability within the department.
- Acted as an internal auditor for the process to ensure agents are following standard operating procedures and to ensure a high level of accuracy and meet the quality standards.
Senior Associate
HSBC
04.2019 - 10.2020
- Handled queries and concerns via phone, chat and email medium in order to eliminate the need for the client to visit the bank in person.
- Dealing with concerns related to deposits, transactions, withdrawals, loans and advances and KYC issues
- Alleviated call loads by striving towards First Call Resolution (FCR) and educating customers about how to effectively use internet banking.
Workforce Real Time Analyst
Amazon
10.2016 - 03.2018
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Managed real-time inbound call/chat/email traffic across multiple contact center locations in different LOBs (Real Time Queue Management).
- Monitored queue times and abandon rates on all queues across channels and skills in order to optimize efficiency and reduce customer waiting time.
- Monitored schedule adherence and wrap times on all queues and feedback to Team Leaders in order to ensure best customer experience.
- Part of a project for service levels management and performance reporting for pilot batch of VCS (Virtual Contact Services).
Process Associate
Genpact
07.2015 - 10.2016
- Rebate Management starting from setup from the contract to settlement in SAP.
- Calculated correct costs for project-specific goods and services by gathering information from team members, sub-contractors and vendors.
- Preparing weekly reports for commissions of Agents (external stakeholders) and sending it off to the Accounts Payable team for payments.
Education
Bachelor of Commerce - Accounting And Finance
Burdwan Raj College
Burdwan 04.2001 -
ISC -
St. Xavier's School
Burdwan 04.2001 -
Skills
Schedule Optimization
Staffing Analysis
Service Level Management
Workforce Forecasting
Managing schedules
Operations Management
Process Optimization
Interpersonal skills
Certification
Workforce Management Essentials by Call Design
Tools
Aspect
Verint
MS Excel/Word/Powerpoint
Timeline
Workforce Management Essentials by Call Design
07-2023
Workforce Analyst
Commonwealth Bank of Australia, CBA
05.2023 - Current
Senior Customer Advocate
Google Operations Center
11.2020 - 05.2023
Senior Associate
HSBC
04.2019 - 10.2020
Workforce Real Time Analyst
Amazon
10.2016 - 03.2018
Process Associate
Genpact
07.2015 - 10.2016
Bachelor of Commerce - Accounting And Finance
Burdwan Raj College
04.2001 -
ISC -
St. Xavier's School
04.2001 -
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