Manish Gupta

About Manish Gupta

Experienced Workforce Management professional with 13+ years across ITES/BPO operations and 6 years specializing in Real-Time Management, Capacity Planning, Forecasting, Scheduling, and SLA governance across global environments. Currently working as an WFM Analyst (Assistant Manager – WFM) at Concentrix, optimizing contact center performance through data-driven decision intelligence and automation.Skilled in WFM platforms including Genesys, Avaya CMS, NICE IEX, Verint, Assembled, Amazon Connect, Salesforce, Snowflake, Looker, and advanced Excel. Strong expertise in real-time monitoring, intraday re-forecasting, staffing optimization, queue balancing, and performance dashboards supporting operational excellence.Certified in Workforce Management disciplines (Scheduling, RTM, Forecasting, Capacity Planning, COPC CX Standard 7.0), Six Sigma Green Belt, Power BI, Microsoft 365 Productivity Suite, and multiple AI, Generative AI & Machine Learning foundations from LinkedIn and Microsoft.Passionate about building next-generation WFM strategy integrating analytics, automation, AI-driven workforce solutions, and future-ready operational models.WFM Operations | Real-Time / Intraday Planning | SLA Compliance | BI & Reporting | Capacity Planning | Forecasting | Generative AI | Data Analysis | Process Optimization | Cross-functional Collaboration

Experience

1. Assistant Manager - Wfm

   Optum

   Jan 2026 — Present · Gurugram, IN

   I lead workforce planning through advanced forecasting, multivariate statistical modeling, and labor/productivity analysis to support strategic decision‑making. I design dashboards, reports, and KPIs that turn large, complex datasets into clear insights for HR, Finance, and Operations. With deep WFM expertise, I drive strategic workforce planning in a fast‑paced, matrixed environment, ensuring alignment between operational needs and enterprise objectives.I partner closely with cross‑functional leaders, present concise data‑driven recommendations, and manage vendor relationships to enhance analytic processes and tools. I also support annual budgeting, lead large‑scale projects, and streamline analytic workflows to deliver scalable, high‑quality, evidence‑based workforce insights.

Education

• National Institute of Open Schooling

  Higher Secondary, Business/Commerce, General

  2010 — 2011

• Kalyani Public School

  Senior Secondary, Senior Secondary

  2005 — 2008

• Sabarmati University

  Bachelor of Commerce

Skills

• Customer Loyalty
• Business Process Outsourcing (Bpo)
• Humanity
• Microsoft Excel
• Soft Skills
• Customer Satisfaction
• Customer Centric Solutions
• Customer Support
• Customer Service
• Customer Experience
• Technical Support
• Group Work
• Network Provisioning
• Customer-Focused Service