Headline

Scheduler WFM at EY || People Manager || WFM || Capacity Planing || Forecasting || Scheduling || RTA || MIS || Advanced Excel || Power BI || Data Analysis || EX- Teleperformance || EX- Wipro || EX-Brainware

About

Workforce Management (WFM) Specialist with over 10+ years of experience, including more than 8+ years of hands-on expertise in WFM domains such as real-time management, scheduling, rostering, headcount planning, and operational reporting. Currently working as a Senior Associate in Experience Management at Ernst & Young GDS LLP, where I support one of the firm’s highest revenue-generating accounts across multiple geographies. Throughout my career, I've consistently delivered value through data-driven decision-making, strong client collaboration, and meticulous resource planning. My core strengths lie in streamlining operations, mentoring teams, and driving SLA adherence while enhancing overall performance. Recognised multiple times for going the extra mile, I take pride in my ability to adapt, analyse, and improve processes in dynamic, high-pressure environments. Key Competencies: ✔ Workforce & Real-time Management ✔ Forecasting & Rostering ✔ Resource Planning & ID Management ✔ Client Engagement & Stakeholder Reporting ✔ SL Management & Performance Optimization ✔ Tools: Excel, MERA, Retain, Power BI, Alteryx, CSC (Amazon) I’m passionate about people management, continuous improvement, and delivering quality outcomes. Let’s connect if you're looking to collaborate on anything WFM, resource planning, or operations excellence. Key Achievements: • Best performer & extra miler for 2 quarters in 2022. (EY) • I got promoted to Real-time Analyst-WFM and then Scheduling Analyst-WFM within 1 year. (Teleperformance)

Location

Greater Kolkata Area

Work experience

Senior Associate at EY, Oct 2024 - Present · 1 yr 10 mos, Bangalore, WFM scheduler. Resource Manager.

Advance Associate at EY, Jan 2022 - Oct 2024 · 2 yrs 10 mos, Bangalore, WFM Scheduler. Resource Manager.

Production Scheduler at Teleperformance, Apr 2021 - Nov 2021 · 8 mos, Kolkata, West Bengal, India, Working with Teleperformance as a Schedule Analyst and providing WFM support (Headcount management, Client Interaction, Rostering, Weekly Commit Scheduling) to the highest revenue generating account operating at multiple sites. Handling ID Management. Operations roster management and leave budgeting. Headcount Management – Actual Update and HC Reconciliation. Client deliverables as per the requirement.

WFM Analyst at Teleperformance, Feb 2019 - Apr 2021 · 2 yrs 3 mos, Kolkata, West Bengal, India, Helping Operations on Real Time Monitoring of site agents to improve numbers (AHT, ACW, Breaks etc.) Real-time Analysis based on recent performance to meet the day with good numbers Co-ordinating with other sites to manage the Real-time rigorously Preparing and analyzing different process reports as required by Operations and Client Handling Downtimes / system outages / site issues and getting them resolved by Management Team / IT / Client.

Senior Associate at Wipro BPS, Jul 2017 - Nov 2018 · 1 yr 5 mos, Kolkata, West Bengal, India, As a senior associate in UHC Claims

Multimedia faculty at Brainware Consultancy Private Limited, Mar 2015 - May 2017 · 2 yrs 3 mos, Greater Kolkata Area, Trained Students about Multimedia, Web Design & Basic Computer Fundamentals. Educate students about carrier path. Learning for Next Level.

Education

Graduate, Art/Art Studies, General, Nabadwip Vidyasagar College

Higher Secondery, Higher Secondery, Nabadwip Hindu School