Shivam Soni
Sr. Analyst WFM | Ex-Concentrix
- Role
- Workforce Management Analyst at WNS
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Shivam Soni
Experienced Workforce Management Analyst with a demonstrated history of working in the…
Experience
Workforce Management Analyst
Jan 2023 — Present · Noida, IN
Conduct workforce forecasting to ensure optimal staffing levels for various departments and contact channels. Create and manage employee schedules, considering factors such as call volume, service level targets, and agent skills. Monitor real-time adherence to schedules, identifying and addressing deviations to maintain optimal efficiency. Generate regular reports on key performance metrics, analyzing trends, and providing actionable insights to improve performance. Collaborate with operations and HR teams to address staffing gaps, handle schedule changes, and optimize resource allocation. Conduct data analysis to identify patterns, forecast future demand, and recommend staffing adjustments as needed. Participate in cross-functional meetings and provide recommendations on process improvements and efficiency enhancements.
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