Sunil Kumar
Workforce Real-Time Analyst | Data-Driven Operations | Excel | Python | Power BI | IEX | Amazon Connect| |SQL|
- Role
- Workforce Management Specialist at Everise
- Location
- Jhunjhunu, RJ, IN
- LinkedIn followers
- 500 followers
About Sunil Kumar
I am a detail-oriented Workforce Real-Time Analyst with over 6 years of experience in BPO Envrionment. I specialize in real-time queue monitoring, scheduling, and reporting. I have hands-on expertise in tools like IEX, AWS Connect, Excel, and Google Sheets, and I’m currently building my skills in Python, Power BI, and SQL to grow into data analytics and AI roles. My goal is to use data to improve business efficiency, team performance, and customer satisfaction.
Experience
Workforce Management Specialist
Jul 2023 — Present · IN
Real time monitoring of Agent staffing and Service Levels Intraday reporting – hourly and day end Route cause analysis to determine and quantify reasons for forecast variance and recommend changes to enhance forecast accuracy and Agent utilization. Flagging off any abnormality or service failure On the day schedule optimization in order to meet desired service levels and providing feedback to relevant stakeholders of potential impact to service levels. Real Time shrinkage/adherence management Produced reports to support smooth operations and internal career progression. Sharing observations and the areas of improvement with operation team leads in Daily Supervisor Meeting and coach outliers. Down time Management. Aux management. Representing the site in daily performance call with client. Managed real-time inbound call traffic.
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