Prabhat Kumar

About Prabhat Kumar

As a Workforce Manager, I remotely oversee Workforce Management (WFM) teams across four different sites, ensuring operational efficiency and contributing to the overall success of the customer experience team. My responsibilities encompass real-time monitoring (RTA), scheduling, and capacity planning for multiple lines of business (LOBs). In addition to managing workforce operations, I conduct in-depth reporting and root cause analysis to identify performance gaps and drive strategic improvements. A key aspect of my role involves training team members to enhance their understanding of key performance indicators (KPIs) and develop their skill sets, fostering continuous professional growth. I collaborate closely with technology teams to resolve issues that may impact incoming volume and KPI calculations. Additionally, I engage in regular discussions with operations leaders from various LOBs to review performance, address challenges, and implement workflow optimizations. Driving operational efficiency through comprehensive analysis and strategic planning is at the core of my daily responsibilities. My approach ensures sustainable improvements in workforce management and contributes to the organization\'s overall success. My expertise in workforce planning, data analysis, and process optimization allows me to proactively identify potential risks and inefficiencies. Through comprehensive root cause analysis and strategic planning, I develop solutions that drive operational improvements, enhance customer experience, and support overall business objectives. want to connect? WhatsApp me @+91••••••••27

Experience

1. Workforce Management Analyst

   Insight Global

   Jul 2024 — Present · GA, US

   As a Workforce Manager, I remotely oversee WFM teams across four sites, ensuring operational efficiency and enhancing customer experience. I manage real-time monitoring, scheduling, capacity planning, and reporting to identify performance gaps and drive improvements. I train team members on KPIs, collaborate with technology teams to resolve system issues, and work with operational leaders to optimize workflows. With expertise in workforce planning, data analysis, and process optimization, I proactively address inefficiencies and implement strategic solutions to enhance performance, streamline operations, and support business objectives.

Education

• Manipal University Jaipur

  Bachelor of Commerce - BCom

  2022 — 2025