Jyoti Gupta
Global Workforce Manager | RTA, Capacity Planning, Scheduling & SLA | Operations Excellence | Data-Driven Decision Making | EX-Concentrix
- Role
- Global Workforce Manager at EVERSANA
- Location
- Pune, MH, IN
- LinkedIn followers
- 500 followers
About Jyoti Gupta
Workforce Management professional with 8+ years of experience supporting large-scale operations through real-time adherence, capacity planning, scheduling, and workforce analytics. Currently working at EVERSANA, where I contribute to ensuring SLA compliance, intraday performance management, and data-driven workforce decisions in a dynamic, client-focused healthcare environment. I partner closely with operations and leadership teams to monitor demand trends, optimize staffing, and mitigate risks in real time. Known for strong analytical thinking, stakeholder collaboration, and process improvement, I focus on building efficient, resilient workforce models that support operational excellence and business growth.
Experience
Global Workforce Manager
Oct 2025 — Present · Pune, IN
Ensure contact center operations comply with company and industry labor and telecommunication regulations.Provide guidance to the global workforce management team for day-to-day contact center staff management.Track key performance indicators (KPIs) such as service level, average handle time, and agent adherence to enhance operational efficiency and service delivery across time zones.Collaborate with stakeholders to identify and address operational challenges, drive process improvements, and enhance global performance.Participates in strategic planning with global MI Operations, review workforce trends and presents solutions. Oversee technology and process improvements.Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.Setting job objectives, work methods, and performance standards; reviewing performance, conducting appraisals, and managing personnel actions such as salary changes, promotions, transfers, discipline, and discharge.Manage workflow and workload optimization across front office (Voice ACDs, Dialers) and back office (Email, Chat, Fax, Web) functionsMonitor and analyze daily shrinkage, schedule adherence, headcount alignment, real-time performance, and traffic variance reportsShare hourly, daily, weekly, and monthly insights with stakeholders, highlighting performance gaps and staffing opportunitiesEnsure service-level consistency and support Business Continuity Planning (BCP) during unplanned incidents or outages (e.g, power/system failures/handling Surge)
Education
Satyawati College University of Delhi
B.com, Business/Commerce, General
2014 — 2017
Taxsila Public School Meerut Cantt
Intermediate, Schooling
1999 — 2014
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