Travel
Sajni Sharma
WFM Scheduler Analyst
Chandigarh,CH
Summary
Results-driven Workforce Management Scheduler with expertise in optimizing staffing levels and enhancing service delivery through effective forecasting and real-time data analysis.
Overview
2
2
Languages
6
6
years of professional experience
Work History
WFM Scheduler
Teleperformance
2025.06 - Current
- Developed and maintained scheduling forecasts to optimize workforce productivity and resource allocation.
- Analyzed real-time data to adjust schedules, ensuring operational efficiency and adherence to service levels.
- Collaborated with team leads to identify staffing needs, enhancing service delivery during peak periods.
- Monitored attendance and adherence, implementing corrective actions to improve overall workforce performance.
Workforce Real Time Analyst
Teleperformance
2023.10 - 2025.05
- Analyzed real-time workforce data to optimize staffing levels, enhancing operational efficiency.
- Monitored key performance indicators to identify trends and recommend actionable improvements.
- Developed and maintained scheduling reports, ensuring accurate resource allocation and adherence.
- Collaborated with management to forecast demand, aligning workforce capacity with business needs.
Customer Care Representative
Teleperformance
2020.10 - 2023.02
- Resolved customer inquiries and issues efficiently, enhancing overall service satisfaction.
- Utilized CRM software to track customer interactions, ensuring accurate and timely follow-up.
- Collaborated with team members to streamline processes, improving response times on support tickets.
- Trained new staff on customer service protocols, fostering a cohesive and knowledgeable team.
Education
Bachelor of Arts - Economics
PGGCG
Chandigarh, India 2001.04 -
High School Diploma -
GOVT Model Senior Secondary School
Chandigarh, India 2001.04 -
Skills
Workforce scheduling
Forecasting demand
Real-time data analysis
Operational efficiency
Interests
Timeline
WFM Scheduler
Teleperformance
2025.06 - Current
Workforce Real Time Analyst
Teleperformance
2023.10 - 2025.05
Customer Care Representative
Teleperformance
2020.10 - 2023.02
Bachelor of Arts - Economics
PGGCG
2001.04 -
High School Diploma -
GOVT Model Senior Secondary School
2001.04 -