Headline

Workforce Management Analyst - GCC Support

About

As a Real Time Analyst in the Global Command Center at Sutherland, I specialize in monitoring, analyzing, and optimizing workforce performance to ensure seamless operations across global teams. My role is at the intersection of data, people, and processes—where every decision impacts service delivery and client satisfaction. I thrive in dynamic environments where precision and responsiveness are critical. By leveraging real-time dashboards, workforce management tools, and performance metrics, I help identify trends, anticipate challenges, and implement solutions that keep operations running smoothly. Collaboration with cross-functional teams allows me to align resources with business needs, reduce downtime, and enhance overall efficiency. Key contributions include: - Monitoring global operations to ensure SLA adherence and service continuity - Providing actionable insights that improved workforce utilization and reduced idle time - Partnering with leadership to implement process improvements that boosted productivity - Supporting decision-making with accurate, real-time data analysis Beyond analytics, I am passionate about continuous improvement and fostering a culture of accountability and excellence. My goal is to contribute to organizations that value operational resilience, innovation, and customer-centric strategies. Let’s connect to share insights on workforce optimization, global operations, and strategies for driving performance in fast-paced environments.

Location

Hyderabad

Work experience

Workforce Management Analyst - GCC Support at Sutherland Global Services Ltd, May 2023 - Present · 3 yrs 1 mo, Hyderabad

Senior Customer Service Officer at 24-7 Intouch, Feb 2022 - Jul 2022 · 6 mos, Remote

Senior Customer Service Officer at 24-7 Intouch, Feb 2022 - Jul 2022 · 6 mos, Hyderabad, Telangana, India

Customer Care Executive at Quess Corp Limited, Sep 2018 - Nov 2021 · 3 yrs 3 mos, On-site

Education

General business management, INDIAN SCHOOL OF BUSINESS MANAGEMENT AND ADMINISTRATION

General business management, Business Administration and Management, General, Loyola public school