Indadul Haque

Workforce Management Analyst with 2.5+ years of experience in banking operations and workforce analytics. Skilled in workforce planning, scheduling, and automation. Proficient in Python, SQL, VBA, Power BI, and WFM tools including Genesys Cloud, Verint, and IEX. Experienced in leading large teams and delivering data-driven insights to improve efficiency and resource allocation.

Workforce Management Analyst at Teleperformance (TP) (2024-01 – Present)

• Directed a workforce of 200+ agents, ensuring service level adherence and performance optimization.
• Optimized staffing and scheduling to align resources with forecasted demand, reducing understaffing risks by 20%.
• Prepared accurate daily, weekly, and monthly service level and schedule adherence reports aligned with client and operational KPIs.
• Managed workforce planning, staffing, rostering, and real-time monitoring with proactive alerts on absence, attrition, and non-adherence.
• Delivered business analysis by identifying weekly trends in absenteeism, attrition, and performance to support leadership reviews.

B.Tech/B.E. – Coochbehar Government Engineering College (2022)