Shiva Shankar S
Bangalore
Summary
Business Analyst & Workforce Management Specialist with 8+ years of experience improving operational efficiency, optimizing staffing models, and driving data-driven decision-making across high-growth environments. Proven success using SQL, forecasting models, dashboard automation, and real-time analytics to reduce costs, increase service levels, and streamline contact center operations. Delivered measurable improvements, including a 27% AHT reduction, over 50% reporting automation, improved forecast accuracy, and higher CSAT/FCR outcomes through data insights, process redesign, and cross-functional collaboration.
Overview
11
11
years of professional experience
Work History
Operations,WFM & Analyst
CRED
Bangalore
04.2021 - 11.2025
- Managed customer support charter across 19 lines of business, ensuring consistent operations and improved SLA adherence.
- Optimized resource allocation across three outsourced centers and one in-house center, reducing weekly understaffing by approximately 18%.
- Led Workforce Management Command Center, enhancing real-time decision-making speed by 25% through automation.
- Increased forecast accuracy by 12 to 15% by integrating historical patterns and volume modeling for key lines of business.
- Reduced interval-level staffing variance by 10%, supporting improved service level agreement consistency during peak periods.
- Automated recurring reports using SQL and dashboards, saving 30 to 40 hours monthly for the team.
- Spearheaded Customer-360 CRM implementation, achieving a 27% reduction in average handling time.
- Identified skill gaps across lines of business, recommending targeted upskilling that improved agent productivity by 8%.
- Led the end-to-end implementation of Genesys Cloud and Kaleyra, launching a scalable voice solution for customer support and improving call routing, reliability, and agent efficiency.
- Delivered the Freshdesk Chat integration as a new support channel, enabling faster customer interactions and improving response times.
- Drove six major internal integrations—including LMS, Voice-to-Text Transcripts, Copilot (agent assistance), Heartbeat CRM, Retool (support tooling), and Voice Bot—enhancing agent workflows, data visibility, and customer experience.
Workforce Supervisor
Ola Cabs (Ani Technologies Pvt Ltd)
Bangalore
10.2014 - 04.2021
- Oversaw daily activities of driver teams to guarantee efficient service delivery.
- Organized and led training programs aimed at improving the performance of drivers and support staff.
- Performed routine assessments to pinpoint improvement opportunities.
- Executed workflow optimizations to boost efficiency.
- Examined market trends to enhance forecasting precision and effectiveness.
- Partnered with various departments to obtain data for insights and future predictions.
- Managed daily schedules across departments to enhance resource distribution.
- Coordinated with colleagues to manage scheduling conflicts.
- Evaluated data to detect trends and enhance decision-making capabilities.
- Generated comprehensive management reports with sophisticated reporting tools.
- Enhanced efficiency by refining reporting procedures, leading to reduced turnaround time.
- Tracked key performance indicators to detect inefficiencies.
- Performed routine audits on current processes and systems to verify data accuracy.
- Utilized accounting software to ensure prompt invoice processing.
- Analyzed live data to detect workforce trends and patterns.
- Evaluated call volumes to enhance staffing efficiency across shifts.
Education
Bachelor of Science - Zoology
Bangalore University
05-2009
Skills
- Workforce management: Forecasting and capacity planning
- Real-time scheduling
- SLA and occupancy optimization
- Business analysis: Requirements gathering and process mapping
- Stakeholder management and automation
- Operations excellence: Vendor performance and contact center optimization
- Cost analysis and continuous improvement
- Analytics & BI: SQL and Tableau expertise
- Data visualization and reporting automation
- KPI modeling and trend analysis
- Root-cause analysis and analytical problem solving
- Cross-functional collaboration and project management
Affiliations
• Active participant in organizational hackathons, contributing solutions around automation and reporting efficiency.
• Organized cultural and employee engagement events to foster workplace collaboration.
• Organized cultural and employee engagement events to foster workplace collaboration.
Accomplishments
Outstanding Performance Award – Recognized for exceptional contribution to operational excellence and process improvement initiatives.
Languages
- English
- Hindi
- Tamil
- Telugu
- Kannada
Timeline
Operations,WFM & Analyst
CRED
04.2021 - 11.2025
Workforce Supervisor
Ola Cabs (Ani Technologies Pvt Ltd)
10.2014 - 04.2021
Bachelor of Science - Zoology
Bangalore University