Saumya Maurya
Real Time Analyst
- Role
- Workforce Management Analyst at TP
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Saumya Maurya
As a Workforce Management (WFM) Real Time Analyst, I specialize in real-time monitoring, performance reporting, and data-driven decision-making to ensure optimal operational efficiency. With over 2 years of experience in workforce management and customer operations at Teleperformance, I’ve developed strong analytical, communication, and problem-solving skills that help balance business needs with service delivery goals.My expertise includes: Real-time service level management and intraday adjustments Performance analysis and anomaly detection SLA monitoring and root cause analysis Advanced Excel reporting and WFM tools like AspectI’m passionate about driving efficiency, improving customer experience, and supporting global teams with actionable insights. Always eager to take on new challenges that foster growth and operational excellence.
Experience
Workforce Management Analyst
Nov 2024 — Present
Real-time service level and performance monitoring across business units. Intraday schedule adjustments based on live data and staffing gaps. Identifying performance anomalies and conducting root cause analysis. Generating accurate performance reports and dashboards for stakeholders. Managing alerts and escalations related to system or agent deviations. Collaboration with operations and support teams for process efficiency.
Education
Daffodils Public School
High School Diploma
2011 — 2012
Vindyavasini Mahila Mahavidyalaya, Mirzapur
Bachelor of Commerce
2013 — 2017
MGK
Master of Commerce
2017 — 2019
Daffodils Public School
High School Diploma
2013 — 2014
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