Contact Centre Workforce Management Analyst
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Results-driven Workforce Management Analyst with 10+ years of professional experience and 6+ years specializing in Workforce Management, Forecasting, Capacity Planning, Scheduling, Real-Time Management, Reporting, and Contact Center Operations. Proven record of improving Service Level from 65% to 90%, maintaining forecast accuracy above 92%, reducing workforce costs, and delivering SLA targets through data-driven decision making.
Workforce Management Analyst at American Express Global Business Travel (GBT) (2020-03 – Present) • Forecast call volumes and staffing requirements with forecast accuracy consistently above 92%.
• Improved Service Level performance from 65% to 90% through workforce optimization initiatives.
• Conduct workforce planning, capacity planning, staffing analysis, and scheduling activities.
• Monitor RTA, occupancy, shrinkage, schedule compliance, and SLA performance.
• Create executive dashboards and reports using Excel, SQL, and Power BI.
• Perform variance analysis and identify operational improvement opportunities.
• Manage overtime, PTO, shift swaps, and Sunshine initiatives to optimize labor costs.
• Present workforce insights and recommendations to senior leadership.
• Led successful migration from Avaya Workforce Management to Cisco E-Gain.
• Collaborate with Operations, Quality, Training, and Leadership teams to drive performance improvement. •Supported workforce operations for 69+ contact center agents.
• Monitored occupancy, shrinkage, adherence, and staffing performance metrics.
• Create daily, weekly, monthly, quarterly, and annual reports for leadership teams and stakeholders.
Senior Travel Specialist at CWT (2019-06 – 2020-03) • Managed travel operations for corporate executives and international travelers.
• Improved customer satisfaction through effective travel solutions and account support.
Consultant at Rehlat (2018-11 – 2019-06) • Managed domestic and international reservations, ticketing, refunds, and customer support.
Consultant at Al Hashar Group (2016-09 – 2018-09) • Managed travel requirements for corporate and government clients.
Counselor at CWT (2015-08 – 2016-09) • Managed travel services for major corporate accounts including Infosys and Robert Bosch.
B.Sc in Computers – Andhra University (2015)
