Lingala Seshan Gowd

Proficient Workforce Analyst adept at collecting, evaluating and modeling data sets to make forward-thinking improvements to workforce plans. Well-organized and knowledgeable with top skills in complex problem-solving and strategic decision-making. Prepared to offer ~6.5 years' experience and seeking a dynamic new position.

Senior workforce analyst - Accenture - Hyderabad

(2026-01)

• Gather learning data to identify trends, patterns, and insights that inform business decisions and drive learning strategy.
• Develop and maintain dashboards and reports to track key performance indicators (KPIs) such as learner engagement, course completion rates, and assessment scores.
• Implement data collection methods to gather relevant learning data from various sources, including learning management systems, surveys, and assessments.
• Implement data-driven solutions to meet business needs.
• Create data visualizations and storytelling to communicate complex data insights to non-technical stakeholders and facilitate decision-making.
• Ensure data quality, integrity, and security by implementing data governance policies and procedures.

Workforce Analyst - Amazon - Hyderabad

(2019-06 - 2026-01)

• Reviewed, validated, and iterated short-range and long-range volume forecasts by incorporating operational context, historical patterns, and business signals; consistently reduced forecast variance through short-interval analysis and scenario modeling, enabling more accurate staffing decisions and improved SLA predictability.
• Designed and published agent schedules and 8-week tactical staffing plans aligned to forecasted demand, balancing SLA optimization with agent well-being and business cost targets across multiple concurrent programs and business units.
• Administered FTE rosters and managed scheduling patterns across multiple programs, ensuring coverage alignment with peak intervals, strategic capacity objectives, and compliance with labor regulations and operational policies.
• Introduced alternative forecast scenarios during atypical demand periods including campaigns, seasonal surges, and incident recovery phases, providing data-backed recommendations to operational and planning stakeholders to optimize resource allocation and minimize operational risk.
• Designed and piloted a blended support model for an underperforming site using Excel-based workforce simulations to validate staffing approach before deployment, tracking performance against targets, and iterating the model based on live operational results; recovered site occupancy from 61.4% to 67.6% within a single quarter (Q1 2025), bringing the site in line with network benchmarks.
• Identified and executed process improvement initiatives across WFM practices, reducing cycle times and manual effort through Excel-based automation, standardized reporting templates, and streamlined exception-handling workflows.
• Built an automated intraday exception-tracking dashboard in Excel using macros and dynamic pivot tables that reduced manual reporting time by approximately 1 hour per week, enabling faster stakeholder updates during peak periods and improving operational responsiveness and decision velocity.
• Conducted Lean-based root cause analysis on Average Handle Time (AHT) performance, structured action tracking, and sustained stakeholder follow-up that drove a 148-second reduction in AHT, directly improving agent productivity, queue throughput, and customer experience metrics across the network.
• Proactively surfaced queue management inefficiencies and proposed routing optimizations, overflow strategies, and scheduling adjustments to improve operational throughput and reduce waste across all channels.
• Partnered with Operations, Program Managers, and cross-functional leadership teams to identify workforce coverage gaps, perform root cause analysis on SLA misses, and co-develop action plans that drove measurable performance recovery and operational improvement.
• Created and maintained operational dashboards, KPI reports, and workforce documentation using Advanced Excel (pivot tables, macros, complex formulas), SharePoint, and inContact, enabling stakeholders to make informed, timely decisions based on accurate, real-time data.
• Translated complex workforce metrics including shrinkage, occupancy, adherence, and forecast accuracy into clear, actionable narratives for non-technical operational partners across all organizational levels, from frontline operations to executive leadership.
• Collaborated seamlessly with globally distributed teams across multiple time zones, maintaining proactive communication with US-based operational stakeholders to align on priorities, escalate issues, and drive strategic outcomes despite geographic and temporal constraints.

Bachelor of Technology - ECE - Mallareddy College of Engineering & Technology (2018-06)