Hepsiba Guntagani

WFM Analyst | Real-Time Analyst | Intraday Management | Scheduling | Quality Assurance

Chennai, Chennai districtMember since 8 December 2025

NICE IEX WFM 7.4.7SQLBAT 2.0CiscoAWSAdvanced ExcelPower BILive queue managementSLA trackingCall volume monitoringAgent availabilityShift schedulingBreak managementOvertimeShift swapsPTOVSP managementCoverage adjustmentsWorkload balancingVolume spike responseContingency planningQA monitoringInternal auditsRoot cause analysisComplianceProcess improvementMIS reportingPerformance metricsAttrition trendsSLA adherence tracking

About

Results-driven WFM Analyst and Real-Time Analyst with 3+ years of experience in real-time monitoring, intraday management, scheduling, and quality assurance within a global contact center environment at HCLTech. Proficient in NICE IEX WFM 7.4.7, SQL, and Bulk Attribute Tool (BAT 2.0) integrated with Cisco and AWS platforms. Skilled in managing SLA adherence, schedule optimisation, and agent productivity through data-driven decisions.

B.Sc Computer Science graduate with strong analytical thinking and a passion for operational excellence in WFM environments.

Experience

WFM Analyst — Real-Time Monitoring, Scheduling & Quality Assurance - HCLTech - Chennai, India

(2024-01 - 2026-12)

Performed real-time monitoring of contact center queues across voice and non-voice channels — tracking SLA targets, call volumes, and schedule adherence to ensure uninterrupted service delivery.
Executed intraday management by making rapid adjustments to agent coverage during workload fluctuations — reducing hold times, abandoned interactions, and negative customer impact.
Managed end-to-end scheduling operations including shift planning, break optimisation, overtime coordination, shift swaps, and PTO requests using NICE IEX WFM 7.4.7.
Administered Volunteer Schedule Preference (VSP) programme using Excel macros — improving scheduling efficiency and boosting agent satisfaction and engagement simultaneously.
Generated and maintained MIS reports and tracking documents using NICE IEX WFM 7.4.7, SQL, and BAT 2.0 with Cisco and AWS integrations for leadership decision-making.
Analysed agent availability across multiple channels and strategically redistributed resources to high-demand queues — maintaining service levels during peak periods.
Conducted QA monitoring, internal audits, and root cause analysis to identify errors, prevent escalations, and implement corrective actions across WFM operations.
Monitored employee engagement and attrition trends — generating analytical reports and advocating for staff to improve workforce stability and performance compliance.
Developed and implemented process improvements that enhanced quality scores, boosted operational productivity, and reduced costs through rigorous scheduling and QA controls.