Suvadeep Das
Solving Problems
- Role
- Wfm & Real-time Analyst at Eternal
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Suvadeep Das
Dynamic professional with 3+ years of experience in analytics, operations, and financial crime compliance across product-based and fintech companies. Skilled in data management, stakeholder reporting, and process improvement with proven ability to drive insights for decision-making and operational efficiency.I’m passionate about leveraging data-driven insights to create personalised experiences that not only meet but exceed expectations.
Experience
Wfm & Real-time Analyst
Sep 2025 — Present
Managed real-time operations for 1500 agents, ensuring consistent achievement of 95%+ SLA through proactive queue monitoring and intraday adjustments• Reduced unplanned shrinkage by ~8% by closely tracking adherence and coordinating break/leave movements with Operations• Improved staffing efficiency by ~10% through volume vs capacity analysis, and real-time forecasting• Built automated dashboards in Google Sheets/Excel, cutting manual reporting time by 7 hours/week and improving stakeholder visibility• Delivered real-time performance insights to leadership, enabling faster decision-making during peak traffic periods• Identified intraday risks early and implemented corrective actions, preventing potential SLA breaches• Supported workforce planning with data-driven recommendations, contributing to 20% improvement in productivity hours• Streamlined operational processes and reporting workflows, increasing team efficiency and accuracy• Acted as a bridge between WFM, Operations, and Leadership to drive alignment and execution
Education
Maulana Abul Kalam Azad University of Technology
Bachelor's Degree, Electrical and Electronics Engineering
West Bengal University of Technology, Kolkata
Bachelor of Technology - BTech, Electrical Engineering Technologies/Technicians
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