Gaurav K

Workforce Management professional with over a decade in multi-site GCC (Global Capability Center) and collections operations. I took forecast accuracy from around 70% to 85% by rebuilding our SQL-based models from the ground up, and I've kept SLA performance steady at 97-98% for the past several years while managing staffing across roughly 1,000 agents in five locations.

My focus has always been the same: fewer surprises in the schedule, tighter cost control, and reports leadership can actually trust the moment they open them. Currently completing an MBA in Finance & Automation Technology to bring a sharper financial lens to workforce strategy.

Assistant Manager – Workforce Management at Encore Capital Group (2022-03 – Present)

• Rebuilt our call volume and AHT forecasting models around SQL analytics, moving accuracy from a 70% baseline to 85% — the biggest single improvement the team had seen in years.
• Built out Power BI dashboards that gave leadership real-time visibility into KPIs instead of waiting on weekly reports, which helped us hold SLA at 97-98% consistently, closing the year at 97.88%.
• Led a shrinkage reduction push that cut shrinkage by roughly 10%, freeing up productive hours across a workforce of about 1,000 agents spread over five sites.
• Owned real-time queue monitoring and intraday adjustments during peak periods, keeping service levels steady even when call volume spiked unexpectedly.
• Ran scenario and what-if planning ahead of demand shocks so the team had a playbook ready rather than scrambling when volume shifted.
• Mentored a group of 6 WFM analysts on forecasting tools and reporting standards, several of whom have since taken on more senior responsibilities.
• Worked closely with finance and operations leadership to keep workforce decisions grounded in data — this partnership was a big part of sustaining both the accuracy gains and the SLA numbers above.

Senior Call Center Technology Analyst at Encore Capital Group (2019-02 – 2022-02)

Promoted from Call Center Technology Analyst

• Built the forecasting and capacity models that first moved accuracy off the 70% baseline, laying the groundwork for the gains that followed in the next role.
• Automated a set of recurring performance reports that had been done manually, saving the team roughly 10 hours a week and cutting down on reporting errors.
• Ran root cause analysis on recurring performance gaps — closed out around 15 of them over this period through targeted process fixes.
• Partnered with operations leadership on workload balancing, which improved queue efficiency by about 12% and fed directly into upgrades to our scheduling systems.

Call Center Technology Analyst at Encore Capital Group (2017-04 – 2019-02)

• Reworked dialer strategy across outbound campaigns, which lifted contact rates by around 14%.
• Pushed forecasting accuracy up to roughly 78% during this stretch by refining the demand models feeding our staffing decisions.
• Cut shrinkage by about 8% through targeted adherence initiatives — a meaningful early step toward the bigger gains made later.
• Built the first automated dashboards the team had for KPI tracking, which made workforce reviews faster and a lot less manual.

Account Manager at Encore Capital Group (2015-02 – 2017-04)

• Improved recovery performance in legal collections by around 10% through more disciplined workforce analysis and resource planning.
• Worked across teams on productivity and service quality initiatives that kept operations stable through a period of growth.

Management Trainee at The Black Currant Solutions (2014-04 – 2015-01)

• Rotated through core operational functions, building the process and performance-tracking fundamentals that shaped the rest of my career.

Account Manager at Genpact LLC (2012-03 – 2013-12)

• Managed client operations and performance metrics in my first BPO role — where I first got hooked on the operational side of the business.

Master of Business Administration (MBA) in Marketing & Information Technology – Swami Vivekanand Subharti University (2023 – 2026)

Bachelor of Commerce (B. Com) – Sambalpur University (2010 – 2012)