WFM Analyst
Open To Work
Vishal Maurya
Transcom
Gurgaon,HR
5
years of professional experience
3
Languages
Utilized advanced analytics and reporting tools, including Power BI and Tableau, to deliver actionable insights that enhance workforce efficiency.
Work History
Real Time Analyst
6 Months- Real Time Monitoring.
- Workforce Management Analysis.
- Reporting.
- Intraday Report.
- APR Report.
- Clients Requirements Report.
- OPS Requirements Report.
- Shrinkage Report.
- Roster Planning & Scheduling.
- AHT Report.
- Occupancy & Utilization Report.
- RCA & Performance Tracking.
Associate - Planning & Scheduling (WFM)
10 Months- Prepared and published weekly and monthly schedules based on forecasted call/chat/email volumes.
- Managed shift planning, break optimization, and roster adjustments to meet SLA and occupancy targets.
- Coordinated with forecasting and real-time teams to incorporate intraday changes and staffing requirements.
- Analyzed schedule adherence, shrinkage, and occupancy trends, recommending improvements for efficiency.
- Handled schedule change requests, leave planning, and ensured minimal impact on operations.
- Performed scenario planning to support peak volumes, seasonal spikes, and business contingencies.
- Ensured proper coverage across all intervals while balancing agent productivity and cost optimization.
- Generated scheduling reports and shared insights with stakeholders for better planning decisions.
Business Analytics - Workforce Management (WFM)
2 Years 1 Month- Developed and maintained forecasting models (short-term and long-term) based on historical trends, seasonality, and business inputs.
- Performed capacity planning and headcount calculations to ensure optimal staffing aligned with SLA and business targets.
- Analyzed key performance metrics (AHT, shrinkage, occupancy, service level) to identify trends and recommend data-backed improvements.
- Created and automated dashboards and reports using Excel/BI tools for leadership visibility and decision-making.
- Partnered with operations, training, and quality teams to align workforce strategies with business goals.
- Conducted variance analysis (forecast vs. actuals) and implemented corrective action plans.
- Supported budgeting, hiring plans, and scenario modeling for different business conditions.
- Delivered actionable insights to improve productivity, reduce cost, and enhance customer experience.
- Played a key role in process optimization initiatives across both BFSI (SBI Card) and Telecom (T-Mobile) verticals.
WFM RTA (Real-Time Analyst)
11 Months- Monitored real-time queue performance, call volumes, service levels, and agent adherence using WFM tools.
- Managed intraday staffing levels by analyzing trends and making adjustments such as break optimization, off-phone activities, and shift reallocations.
- Coordinated with operations teams for immediate action plans to handle call spikes, backlog, or SLA breaches.
- Published real-time dashboards and interval reports for stakeholders to provide visibility on performance metrics.
- Ensured agent schedule adherence and tracked shrinkage, highlighting gaps and recommending corrective actions.
- Handled escalation management and provided quick resolutions to minimize service impact.
- Supported both Swiggy (high-volume, fast-paced delivery support) and Max Life Insurance (process-driven BFSI environment) with customized real-time strategies.
- Conducted root cause analysis for service level deviations and shared insights for continuous improvement.
- Maintained communication with clients and internal stakeholders regarding performance updates and recovery plans.
Education
Bachelor of Arts
GPA: 62
Diploma
GPA: 87
Skills
Oversaw workforce allocation to optimize productivity and efficiency. Managed scheduling processes to align with business goals. Developed strategies to improve employee engagement and retention.
Led initiatives to implement business analytics tools across departments
fostering data-driven decision-making. Oversaw training sessions to enhance team proficiency in analytics software. Championed the integration of analytics into project planning to optimize outcomes.
Created interactive data visualizations to support decision-making processes and improve stakeholder engagement.
Utilized analytical skills to enhance decision-making processes and optimize operational efficiency.
Created and optimized HTML structures to enhance user experience and site performance.
Designed responsive CSS frameworks to ensure optimal display across various devices and screen sizes.
Utilized JavaScript to create interactive features
improving user experience on digital platforms.
Led initiatives to optimize database performance through effective SQL management. Oversaw the implementation of data solutions that enhanced operational efficiency. Guided team members in best practices for SQL usage and data integrity.
Directed staff management initiatives to foster a collaborative work environment.
Led workforce planning initiatives to optimize resource allocation across departments. Oversaw forecasting processes to anticipate staffing requirements and mitigate risks. Engaged with stakeholders to align workforce strategies with business objectives.
Oversaw project scheduling and resource distribution to optimize operational efficiency. Coordinated with stakeholders to align capacity planning with strategic objectives. Led initiatives to enhance scheduling accuracy and resource utilization.
Utilized advanced Excel functionalities to enhance data visualization and support decision-making.
Led initiatives to analyze and visualize data trends
enhancing decision-making processes. Oversaw the development of comprehensive data visualizations to communicate complex information effectively. Championed data-driven strategies to improve operational efficiency.
Coordinated stakeholder interactions to support project objectives and enhance collaboration.
Conducted comprehensive analysis to produce valuable business insights that support operational efficiency.
Implemented real-time queue management strategies to enhance customer experience.
Oversaw the integration of workforce management tools to improve operational efficiency across departments. Guided teams in leveraging technology to enhance scheduling accuracy and resource utilization. Championed initiatives that fostered collaboration and communication among team members.
Oversaw monitoring of service level agreements to maintain high standards of performance. Led initiatives to track key performance indicators
driving continuous improvement across teams. Coordinated with stakeholders to align service delivery with organizational goals.
Oversaw the development of intraday reporting frameworks to enhance analytical capabilities. Led initiatives to streamline data collection processes
resulting in improved reporting efficiency. Championed the integration of analytical tools to support strategic decision-making.
Coordinated stakeholder communication efforts to enhance collaboration and transparency.
Led initiatives to analyze complex problems and develop actionable solutions. Guided teams in making informed decisions that align with organizational goals. Championed collaborative efforts to enhance problem-solving capabilities across departments.
Oversaw workforce scheduling to optimize resource allocation and enhance productivity. Collaborated with department heads to align staffing levels with project demands. Implemented scheduling strategies that improved team performance and morale.
Accomplishments
- Improved forecast accuracy by 100% through enhanced modeling techniques.
- Reduced shrinkage/overstaffing by 5%, optimizing cost efficiency.
- Successfully supported high-volume operations during peak periods without SLA breaches.
- Best support staff of the year and best performers of the quarter.
Timeline
Real Time Analyst
Transcom
01.2026 - CurrentRead More
Associate - Planning & Scheduling (WFM)
Concentrix
06.2024 - 04.2025Read More
Business Analytics - Workforce Management (WFM)
Energizer IT Service Private Limited
05.2022 - 06.2024Read More
WFM RTA (Real-Time Analyst)
Digitech Call System Private Limited
06.2021 - 05.2022Read More
JRP ITI College NCVT
Diploma
Read More
Veer Bahadur Singh Purvanchal University
Bachelor of Arts
Read More
Languages
English
C2
Bilingual or Proficient
Hindi
C2
Bilingual or Proficient
Bhojpuri
C2
Bilingual or Proficient