Anusha Chikke Gowda
Wfm Real Time Analyst @TP
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WORK HISTORY
Wfm Real Time Analyst @TP
Gateshead, GB
Case Assignment & Real-Time Monitoring: Utilize a case management tool to assign cases efficiently and monitor real-time adherence (RTA) across a large team. Oversee the adherence of Team Leaders and their respective teams to ensure consistent performance aligned with key metrics.• Resource Planning & Forecasting: Develop short, mid, and long-term workload forecasts by analysing historical data and current trends, optimizing staffing levels, and supporting financial outlooks. Leverage WFM tools like IEX for precise workforce planning and scheduling.• Scheduling & Capacity Management: Coordinate closely with Real-Time Adherence (RTA) and Management Information (MI) teams to adapt schedules as needed and manage capacity changes proactively in response to demand fluctuations.• Data Analysis & MI Reporting: Deliver in-depth analysis on workload trends and operational performance. Create and maintain reporting templates to support weekly business reviews, delivering timely and accurate insights for both routine and ad-hoc reporting.• Team & Stakeholder Collaboration: Engage with team leaders and stakeholders to perform scenario planning, optimize resource allocation, and maintain a balance of shift rotations to meet client KPIs and SLAs. Facilitate regular communication and planning sessions to support strategic goals.• Stakeholder Engagement & Presentation: Prepare and present workforce data in Weekly Business Reviews, demonstrating strong facilitation skills. Collaborate with stakeholders on planning, costs, and resource allocation decisions, supporting both internal and client objectives.• Leadership & Process Improvement: Demonstrate leadership in driving process optimization and continuous improvement within WFM operations. Provide support to Team Leaders to promote adherence and optimize agent productivity.
EDUCATION
Dr. Ambedkar Institute Of Technology
Bachelor of Engineering in Industrial Engineering and Management
Newcastle University
Master's degree, Data Science with specialization in Artificial Intelligence
ABOUT ANUSHA CHIKKE GOWDA
As a recent Master\'s graduate in Data Science with a focus on Artificial Intelligence at…
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