Role as Planner -Supporting the Workforce Planning requirement of US based healthcare Markets org in a dynamic environment. I was responsible to manage the demand forecasting and capacity planning for the existing business as well as growth in existing business. Working on Long Range Forecast to be used for Capacity Planning and finance projection purpose. Preparing and Refining short term forecast to be used for Schedule creation and management of Intraday Plans. Worked on Long Range Capacity Plans and Leads the Capacity Plan discussion with the clients on a weekly basis. Recommending the hiring for attrition backfill and ramp-up plans well in advance to mitigate staffing shortfalls. Analyzing data & provided meaningful inferences, qualitative & quantitative insights from data, other analysis and support process optimizations like business leakages, reasons for loss of productive hours. Role as Scheduling Analyst- Ensure schedules are generated on a regular basis to maximize efficiency of resources. Provide various scheduling analysis to ensure optimal schedules and provide staff recommendations. Provide and maintain Intra-day Performance reports. Ensure data integrity within WFM system. Capture, store and report on historical statistics. Prepare and provide New Hire and Department Shift Bids. Creating the operational call volume, AHT, load factor and FTE forecast for all supported lines of business in order to complete budget forecasts, attrition forecast and hiring analysis and recommendations. Collaborate with multiple on site staff to identify scheduling requirements. Establish and maintain communication channels to ensure scheduling and resources are met. Coordinating with onsite real-time team to optimize operational performance daily. Tracking New hire batches with operation. Timely accommodates the operation requirement such as shift bidding, Team meeting etc. Work with other WFM team members to balance workload to ensure all deliverables are met.

Role as Scheduler:Validating the foretasted numbers post forecast is released from client side. Working on scheduling scenarios with all constraints like Seat, Shrinkage, Transport, Shift duration etc. Manage and lead the weekly scheduling performance review and provide recommendations. Resolve escalated issues and requests from Client Partners. Initiates and manages scheduling communications between centralized and site teams.Role as MIS:Job consist of working in excel and preparing raw data in presentable format. Responsible for accuracy of data. Ensure publishing of reports within specified time. Putting strong governance on reports and highlighting leakages which helps into cost saving. Make the report less time consuming with automation in VBA to reduce human effort. Handing associate payroll, interaction based report, telephonic numbers and analysis on leakage in productions. Role as RTA:Monitoring Real Time Adherence to manage queues and reporting as per the timeline. Creating Call related Dashboard TAT. Checking Schedule and Break Adherence on real time. Attendance & Roster Management with tool as well as on Excel. Late logins, Extended AUX, Call Volume Handling , Queue Monitoring, Abandon Occupancy tracking. High ACW and Lead the Team.

• Strong organizational and time management skills. Advance working experience in MS Excel reporting (Macros, Pivot Table, and Vlookup, sumif). Monitoring and Ensure SLA Quality targets, daily/weekly/monthly reports. Analytical reports on cost saving for organization and raising alert to operations. Worked under pressure and meet the delivery target. Ability to maintain professional demeanor under challenging situations. High level of positive attitude and dedication.