Meet Soni
Real-Time Analyst @ TELUS Digital | Workforce Management | Data & Analytics Enthusiast
- Role
- Wfm Analyst at TELUS Digital
- Location
- Gandhinagar, GJ, IN
- LinkedIn followers
- 500 followers
Experience
Wfm Analyst
Mar 2025 — Present · Gandhinagar, IN
Monitor performance across 350+ support agents in real time using NICE IEX, Genesys Cloud, and Pulse. Resolve capacity gaps and optimize workforce efficiency, reducing idle time by 15–20%. Maintain service level targets of 85–90%, even during high-volume scenarios. React to volume surges (up to concurrent requests) with coordinated scheduling interventions.🧩 Collaborate with planning teams and supervisors to improve intraday adherence by 10%+. Deliver actionable reports via G-suite dashboards, accelerating decision-making across teams.
Education
Jaipur Engineering College and Research Centre (JECRC)
Bachelor of Technology - BTech
CHHATRAPATI SHIVAJI CHILDREN SR SEC SCH, SHIVPURA, KOTA
12th
2014 — 2015
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