Sourav Dutta
Work Force Management
Ramsagar, Bankura,West Bengal
Summary
Accomplished Workforce Management professional with a proven track record at Cognizant Technologies Solutions, enhancing staff performance and operational efficiency through expert training and data-driven workforce planning. Skilled in Excel, real-time analysis, and fostering collaborative environments, significantly reducing project completion times. Specializes in strategic forecasting and capacity planning, leveraging strong analytical and interpersonal skills for optimal staffing solutions.
Overview
5
5
years of professional experience
Work History
Work Force Management
Cognizant Technologies Solutions
11.2023 - Current
- Provided training for staff members on relevant regulations and best practices in environmental management, ensuring a well-informed workforce capable of addressing complex issues effectively.
- Improved behavior and social skills through implementation of positive reinforcement strategies and consistent classroom management techniques.
- Communicated effectively with coworkers and management, addressing any concerns or discrepancies found in the entered data.
- Monitor agent's schedule adherence using workforce management software and report infractions to management and/or supervisors
- Assist in the development of the department's weekly staffing schedule using the workforce management software
- Role is responsible for leading root cause efforts to eliminate customer experience impacts
- Leads day to day operations of planning and forecasting
- Implemented data-driven approaches for workforce planning, enabling proactive talent management decisions.
- Worked closely with management when planning projects'' timelines, coordinating necessary resources for optimal outcomes.
- Reduced project completion times through diligent work ethic and task management.
- Collaborated with management to develop and implement workforce training programs for increased efficiency.
- Served as an effective liaison between upper management and frontline staff, facilitating a collaborative and cohesive work environment.
Workforce Management Analyst
Tata Consultancy Services
11.2019 - 10.2023
- Created custom reports to track team performance, enabling informed decision-making and targeted interventions.
- Improved employee satisfaction by addressing scheduling concerns and implementing flexible solutions.
- Evaluated the effectiveness of implemented solutions by monitoring key performance metrics over time, making adjustments as needed.
- Optimized workforce scheduling by analyzing historical data and identifying trends.
- Real Time Management for queue management.
- Provided real-time support during high-volume periods, ensuring adequate staffing levels and minimizing wait times.
- Conducted comprehensive data analysis to identify opportunities for process improvement in workforce management.
Education
Bachelor of Science - Biology
Bishnupur Ramananda College, Burdwan University
Bishnupur 04.2001 -
Skills
Excel
Excel PowerPoint
MS Office
Troubleshooting
Ticket Management
Incident Handling
Real Time Analysis
Access Management
CMS-Avaya
Verient
Kronos
Sheduling
Capacity Planing
Forecasting
Report Generation
Languages
Bengali
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Location Preference
Ready to relocate to any city
Timeline
Work Force Management
Cognizant Technologies Solutions
11.2023 - Current
Workforce Management Analyst
Tata Consultancy Services
11.2019 - 10.2023
Bachelor of Science - Biology
Bishnupur Ramananda College, Burdwan University
04.2001 -