Sulekha Chaturvedi
Process Lead @Capgemini
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WORK HISTORY
Process Lead @Capgemini
Noida, IN
Manage agent preferences, time-off requests, shift bid process, trainings and overtime based on the intraday reports on performance and business goals.Review current processes of scheduling and staffing and uncover potential opportunities for efficiency improvement.Consult with operations to develop staffing requirements by setting thresholds for overhead, time-off, overtime and absences.Develop schedules and staffing plans for assigned business in an accurate and timely manner.Identify schedule/plan changes in relevant database and escalate issues as appropriate.Prepare reports schedule and staffing analysis for business reviews and stakeholders.Maintain various WFM tools and set ups e.g. Verint etc.
EDUCATION
Kendriya Vidyalaya, Jagdalpur
Class "XII
Sarada Convent
School, Science
Government Engineering College
B.E, ET&T
ABOUT SULEKHA CHATURVEDI
Detail-oriented Scheduling Analyst with 6.4 years of WFM experience in creating and optimizing schedules to meet business KPIs. Proficient in NICE IEX, Verint,Genesys,Avaya CMS and Advance Excel, with proven ability to improve schedule efficiency, manage shrinkage, and support service level goals through data-driven planning and collaboration with Operations.
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