Riddhi Prasad Mahato
Workforce Services Analyst - Accenture
- Role
- Workforce Services Analyst at Accenture
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Riddhi Prasad Mahato
Workforce Management (WFM) professional with 4+ years of experience in contact center operations, scheduling, forecasting, and capacity planning. Currently working as a Workforce Services Analyst with experience optimizing workforce performance to meet service level agreements (SLA), productivity targets, and operational efficiency goals.My expertise lies in end-to-end workforce planning, including FTE calculations, headcount planning, AHT analysis, volume forecasting, shrinkage management, and intraday (RTA) monitoring. I focus on building efficient staffing models and schedules that balance customer demand with operational efficiency.I have strong analytical capabilities with advanced Excel (Pivot Tables, Power Query, dashboards, VBA basics) and experience in MIS reporting, KPI tracking, forecast accuracy analysis, and performance analytics. I also work with industry WFM tools such as Verint and Genesys.I enjoy collaborating with operations, HR, training, and leadership teams to improve service levels, optimize workforce utilization, and drive data-driven decision making.Core Skills: Workforce Management (WFM)| Capacity Planning | Forecasting | Scheduling | Real-Time Management (RTA)| Contact Center Analytics | Excel & Data Analysis | Performance Metrics | Workforce Optimization
Experience
Workforce Services Analyst
Feb 2026 — Present · Bengaluru, IN
Education
Netaji Subhash Institute of Business Management
Bachelor of Business Administration - BBA, Business Administration and Management, General
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