Headline

Sr.WFM & Real-Time Analyst | MIS Reporting | Call Center Analytics | Staffing & Forecasting |Using Cisco,NICE IEX and Varint| US Payroll Reports |US Health Care Process|Scheduling Analyst|Banking Domain Experience|

About

Advantmed India LLP leverages my expertise as a Workforce Management Analyst to optimize operational efficiency in BPO/Contact Center environments. My role includes forecasting call volumes, creating workforce plans, and monitoring real-time performance to ensure adherence to SLAs and KPIs. Collaborating with team leaders, I contribute to staffing optimization and effective resource allocation. With a Bachelor of Arts in Political Science and History from Bundelkhand University, I integrate analytical skills into workforce planning, scheduling, and performance analysis. My experience includes developing comprehensive reports and dashboards that provide actionable insights. Motivated by a commitment to data-driven decision-making, I enable teams to achieve operational excellence.

Location

Hamirpur

Work experience

WFM & Real-Time Analyst at Advantmed India LLP, Sep 2025 - Present · 10 mos, Gandhinagar, Gujarat, India, Results-driven Workforce Management (WFM) Executive with expertise in forecasting, scheduling, Real-time monitoring, US Payrolls and performance analysis to optimize operational efficiency in BPO/Contact Center environments. Skilled in creating workforce plans, managing staffing levels, and ensuring adherence to SLAs and KPIs.

Sr. WFM & Real-Time Analyst at Tech Mahindra, Feb 2024 - Sep 2025 · 1 yr 8 mos, Gandhinagar, Gujarat, India, As an MIS, WFM & Real-Time Analyst, I am responsible for ensuring efficient workforce planning, accurate data reporting, and real-time performance monitoring to support operational excellence. My role involves collecting and analyzing key operational data, forecasting call volumes and staffing requirements, preparing agent schedules, and ensuring real-time adherence to maintain service levels. In the MIS function, I develop and maintain comprehensive reports and dashboards that provide insights into performance metrics, productivity, and trends. I ensure data accuracy, automate recurring reports, and support leadership with actionable insights for decision-making. In the WFM function, I contribute to capacity planning, forecast staffing needs, and prepare efficient schedules based on business demands. I also work closely with team leaders to manage shifts, leaves, and optimize resource allocation. In the Real-Time Analysis role, I monitor live operations to ensure agent's.

Digital Banking Executive at Baroda Global Shared Services Ltd, Nov 2022 - Feb 2024 · 1 yr 4 mos, Gandhinagar, Gujarat, India

Associate at Firstsource, May 2022 - Nov 2022 · 7 mos, Gandhinagar, Gujarat, India, CSA

Education

Bachelor of Arts - BA, Political Science and History, Bundelkhand University

12th, I am a student and 12th pass., National inter college Maudha Hamirpur