Abhimanyu Kumar

Experienced Workforce Management Analyst with over 6+ years of senior executive experience in capacity planning, schedule efficiency, real-time, and reporting analytics. Skilled in managing large teams for national and international (EMEA) clients, successfully meeting staffing requirements. Diligent professional with a proven track record of optimizing workforce operations to drive business success.

WFM Analyst 2 at Teknowledge Global Inc. (2025-02 – Present)

• Developed short-term and long-term capacity plans by analyzing historical volume, productivity, attrition, and shrinkage trends.
• Created and maintained agent schedules using WFM tools (e.g., NICE IEX, Calabrio (Teleopti), Verint, UKG Pro etc.) ensuring alignment with forecasted demand and SLAs.
• Monitored and validated daily punch-in and punch-out records for engineers to ensure accurate attendance and shift adherence.
• Monitored real-time intraday performance and recommended schedule adjustments to manage staffing gaps and ensure service level targets.
• Collaborated with operations, HR, and training teams to plan for hiring, training, and upskilling based on future workload forecasts.
• Conducted what-if analysis and scenario modeling to predict the impact of volume surges or staffing changes on capacity.
• Automated recurring capacity reports and dashboards using Excel, Power BI & Power Query, improving decision-making speed.
• Prepared and presented capacity utilization reports and scheduling efficiency metrics to senior leadership.
• Identified and resolved scheduling conflicts, ensuring minimal disruption to operations.
• Supported BCP (Business Continuity Planning) efforts by simulating and planning alternate workforce models.
• Ensured compliance with labor laws and shift adherence policies while optimizing workforce efficiency.

Senior Analyst (WFM) at Webhelp India Pvt Ltd. (2022-08 – 2025-02)

• Planning, Control and monitoring of International (EMEA) projects for Calls and back office
• Client Forecasts to predict calls volume and workload distribution based on an analysis of historical trends
• Assess appropriate staffing levels that are needed on a daily, weekly, and interval bases to achieve metrics.
• Evaluate contact center performance and their potential impact to the business
• Create schedules and maintain staffing and minimize customer wait time while balancing service level requirements, operational factors, headcount, employee satisfaction etc.
• Assess and redesign schedules, trainings plan, etc. to meet changes in business objectives
• Monitor and report on service levels and contact center volumes to make recommendations for real-time queue management.
• Manage workforce to have adequate staffing to meet the SLA's (Service Level and Line Adherence)
• Analyze staffing data provided by the operations and update the stakeholders.
• Manage department workload and ensuring mitigation plans are implemented.
• Real Time activities with regards to break movement and floor management.
• Real Time timelines & accuracy to send historical and real time reports (Attendance report, Publish Dashboard, Production Leakage report, Line Adherence report, Queue status, Agent level Adherence and conformance report, etc.)
• Attend daily/weekly calls with stakeholders
• Manage team performance and day to day activities – Manage stakeholders and provides insights for decision making and solutions

Associate Ops Reporting (WFM) at Concentrix India Pvt Ltd. (2018-05 – 2022-08)

• Monitored real-time agent status and line adherence using Verint dashboards to ensure alignment with scheduled activities and minimize idle time.
• Actively tracked SLA (Service Level Agreement) metrics across queues, ensuring prompt escalation and intervention to maintain performance standards.
• Collaborated with operations and team leads to take corrective actions for out-of-adherence agents, including reallocation and break rescheduling.
• Conducted intraday performance analysis and recommended adjustments to staffing or routing strategies to meet fluctuating volume demands.
• Monitored real-time queues and system alerts to detect service-level breaches, proactively engaging support teams to reduce impact.
• Provided hourly and shift-level RTM updates to stakeholders, highlighting risks, performance trends, and adherence issues.
• Generated and shared intraday reports capturing key metrics like ASA, AHT, occupancy, and SLA compliance.
• Used Verint and internal tools to execute live schedule changes, OT/UT adjustments, and skill-based routing optimization.

Bachelor of Computer Applications in Computer Applications (2012 – 2015)

Intermediate (2009 – 2011)

Matriculation (2009)