Adarsh Prajapati

About Adarsh Prajapati

Delivering operational excellence and driving real-time efficiency – this is what I thrive on as a Workforce Management Analyst. With over two years of experience in Workforce and Real-Time Analysis, I specialize in optimizing resource allocation, ensuring smooth operational flow, and helping businesses achieve measurable outcomes. At both Concentrix and Teleperformance, I managed real-time operations for 200+ agents across multiple channels, including Voice, Chat, and Email. My work ensures that service level agreements (SLAs) are met, customer satisfaction improves, and operational costs are minimized. My expertise lies in real-time queue monitoring, staffing optimization, and performance reporting. I prepare and analyze intraday, weekly, and monthly reports to identify trends, gaps, and actionable strategies. By collaborating closely with stakeholders and clients, I help teams achieve KPIs like Average Handle Time (AHT), First Call Resolution (FCR), and service-level targets. Whether resolving overstaffing challenges or addressing scheduling gaps, I ensure operations remain agile, data-driven, and efficient. A combination of advanced Excel skills, CMS Avaya, IEX tools, and Verient empowers me to deliver precision in reporting and decision-making. I am passionate about transforming workforce challenges into opportunities for growth through data and analytics. Career Goal: I aspire to leverage my growing expertise to help organizations optimize workforce management processes and elevate operational standards. Call to Action: Let’s connect if you’re looking for a WFM professional who can help improve operational efficiency, streamline processes, and drive results. I’m always eager to share insights and collaborate!

Experience

1. Wfm Analyst

   Concentrix

   Dec 2023 — Present · Gurugram, IN

   In my role as a Workforce Management Analyst at Concentrix, I focus on optimizing operational efficiency and meeting client service level agreements (SLAs). I oversee real-time monitoring for over 200 agents across Voice, Chat, and Email channels, ensuring precise resource allocation. By preparing and analyzing intraday, weekly, and monthly performance reports, I provide actionable insights that improve key metrics like Service Levels, AHT, and FCR. My efforts help address staffing challenges, resolve coverage gaps, and align workforce capabilities with business goals. I actively collaborate with clients to manage KPIs, build strategies for improvement, and deliver transparent reporting to stakeholders. Through my work, I have helped streamline operations and enhance service delivery, contributing to improved customer satisfaction and cost efficiency.

Education

• Uttranchal university

  BCA

  2023 — 2026