As a people manager, responsible for ensuring timely execution of ongoing client deliverables. Acting as a subject matter expert for ongoing service delivery, identifying process improvements and ensuring Standard Operating Procedures are up to date. Also responsible for end to end process and people management.

Capacity Analyst role works closely with key business leaders to ensure optimal staffing and efficiency in order to deliver quality service as measured by key metrics. Analyze contact center trends, including call volumes, call patterns, staff productivity, attrition rates, and resource allocation in order to predict long and short term staffing needs and operational performance. During this role got the opportunity to explore various WFM tools such as Genesys, Configuration Manager, SOX (skill optimization cross training tool), Cognos, Genportal and CAMM (CS capacity analysis management model). Also supported various clients and new client implementations sucessfuilly during the tenure.

Joined Wipro/Alight/Aon-Hewitt in July 2013 and role of Team Developer-WFM was to Publishing and making schedules of employees weekly on the basis of forecasting and business requirements.