Kawshik Sharma
Workforce Management Planner & Analyst @UNIQLO
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WORK HISTORY
Workforce Management Planner & Analyst @UNIQLO
Responsibilities and Projects- New process development and maintenance to run the customer service department more efficiently- Short and long term contact forecasting for multiple markets based on various factors such as sales, contact drivers, historical trends, and events- Assisting with daily and monthly schedules for agents that align with forecasted requirements and maintaining the tracker- Observing real-time requirements, making changes, and implementing action plans- Development of Google Sheet/Excel based automated trackers and further improving the existing trackers- Using data to predict future workforce needs based on historical patterns and upcoming events- Analyzing historical and real-time data, identifying patterns, and providing insights- Development and implementation of excess MH tracking automation and utilization process using non-productive and secondary tasks- Automation of peak season roadmap to overcome backlogs- Developed the new Google Sheet based Monthly work schedule and seating map that displays the assigned seats of each agent/staff- Visualize data into insightful stories to help make operational decisions.
EDUCATION
University of Liberal Arts Bangladesh
Bachelor of Science - BS
University of Hertfordshire
MSc
ABOUT KAWSHIK SHARMA
A Data Science student with 7 years of experience in Workforce Management & Analytics in…
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