Chiranjit Bit

Resource Management and Workforce Analytics professional with 11+ years of experience, including 4+ years in workforce analytics, scheduling, staffing, and operational performance management within a BPO/GDS environment. Demonstrated expertise in optimizing resource utilization, managing staffing portfolios for 350+ FTE, proactively identifying staffing challenges, and implementing scheduling solutions aligned with business objectives. Proven ability to work cross-functionally with Service Delivery teams, build strong stakeholder relationships, supervise associates, develop SOPs, and drive process improvement.

Immediate

Joiner.

Resource Management Analyst / WFM Reporting Analyst at Concentrix Daksh India Pvt. Ltd (2022-04 – Present)

Serving as the primary Resource Management and BI owner for one of India's largest BPO operations, managing scheduling and staffing for 350+ FTE workforce across multiple Lines of Business (LOBs), partnering with GDS Service Delivery teams and offshore stakeholders.

• Managed end-to-end resource portfolio for 350+ FTE, including staffing allocation, schedule adherence, shrinkage monitoring, and headcount optimization across multiple LOBs — directly aligned to GDS Resource Management functions.
• Proactively identified staffing challenges and provided customized scheduling solutions to Service Delivery teams, ensuring optimal resource utilization and minimizing staffing gaps in real time.
• Ensured staffing guidelines and scheduling policies were consistently followed across resource management and operations teams, maintaining compliance and standardization.
• Maintained timely and accurate updates of resource schedules on scheduling tools, ensuring zero discrepancies in staffing data before report publishing.
• Optimized resource utilization through effective scheduling strategies including shift alignment, interval staffing, and capacity planning — consistently achieving SLA targets.
• Delivered capacity planning insights supporting forecasting, headcount optimization, and schedule alignment across multiple LOBs and client accounts.
• Developed strong working relationships with GDS Service Delivery Managers and senior stakeholders onshore/offshore, ensuring alignment on resource requirements and priorities.
• Supervised and reviewed execution of resource management and deployment procedures carried out by junior associates (equivalent to EM Associates/Advanced Associates), ensuring quality and process adherence.
• Trained and mentored new associates on scheduling tools, CRM systems, reporting workflows, and resource management SOPs — improving team onboarding efficiency and reducing knowledge gaps.
• Identified and prioritized opportunities for process improvement and re-engineering, driving measurable gains in scheduling efficiency and reporting accuracy.
• Developed a strong business continuity framework for self and team, including SOP documentation, audit-ready reporting, and cross-training to ensure uninterrupted service delivery.
• Built reconciliation models and validation frameworks to eliminate reporting errors — reducing cross-system discrepancies by 80% and maintaining 100% data accuracy.
• Automated 8+ manual scheduling and operational reports using DOMO, resulting in 65% reduction in reporting TAT and 3+ hours/day productivity gain.
• Developed 20+ interactive DOMO dashboards tracking KPIs (AHT, SLA, CSAT, FCR, Adherence, Occupancy) used daily by Operations leadership and client stakeholders for real-time decision-making.
• Built intraday scheduling dashboards enabling faster staffing decisions within intervals, reducing response time to staffing deviations.
• Generated monthly client packs with variance analysis and business insights, maintaining 100% reporting accuracy and zero escalations throughout tenure.

Senior Executive – Customer Support at Concentrix Daksh India Pvt. Ltd (2015-05 – 2022-04)

Handled high-volume customer interactions across billing and technical support while maintaining strong CSAT and FCR performance.

• Analysed recurring customer issues and produced trend reports that helped reduce repeat contacts and improve team scheduling efficiency.
• Mentored new hires on CRM tools, quality standards, and process adherence, improving team onboarding and knowledge transfer.
• Recognized as a top performer for consistent service delivery, problem resolution, and proactive issue identification.

B.A. – Burdwan University (2010 – 2013)

Madhyamik (10th) – WBBSE (2006 – 2008)