Over 9 years of experience in different projects including support as Business Analyst who is able to do complex research and apply it towards company goals. Experienced in all aspects of project work including scoping, requirements gathering, documenting requirements, data analysis and testing the finished product and Deliverables. Skilled in business process research, data analysis and problem-solving and have worked in many different environments including remotely and with off-shore & On Shore partners.Experience Summary: • Expertise in clients and user interaction on daily basis for support related issues, clarifying the requirements for ongoing issues and Responsible for working closely with various stakeholders’ groups to build business requirements and functional design documents.• Very strong Excel formula and template creation proficiency and Provide inbound and outbound forecasting and staffing requirements for long term, short term and interval levels for multiple departments • Excellent knowledge of various reports and formats used in business– Process performance, Agent Performance, Service dashboard, Projection report, Shrinkage/Attrition, Headcount tracker, Man-days, Data analysis, Trend analysis, etc.• Excellent problem solving analytical skills, detail-orientation, independent thinking, and organizational skills• Compare Key Performance Metrics (KPI’s) on a daily, intra-daily, weekly, monthly, and annual basis understanding root cause of variation• Monitor staff adherence to work schedule, improving agent availability to the customer, and working with Site Leadership to manage outliers where necessary•Monitor volume, Average Handle Time (AHT), and staffing trends to forecast, ensuring understanding of variation, working to solve for staffing gaps whether in planning process or intra-day management• Experience in manual forecasting/scheduling environments. Successful candidates need to be able to navigate forecasting/scheduling manually just as easily as with having a system available. Experience developing shift bids manually• Self-motivated, excellent team player with proven leadership skills.• Strong perseverance and diligence towards attending challenging goals and effective time management.• Extensively worked on:#Aspect #Genesys #CCPulse#Pulse#Avaya #CMS #Unify #PeopleX