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Dilip
Workforce Management Analyst with 8+ years in Data & Analytics
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Competencies
Utilized analytics models and projections to improve staffing and resource management.
Created and maintained reports utilizing Power BI, Excel, SSRS for operational insights.
Provided Tier 3 support for internal clients addressing SQL, server management, and portal issues.
Managed employee schedules and capacity planning aligned with forecast and operational requirements.
Proficient in Amazon Connect, Genesys PureCloud, Power BI, SQL, Excel, and MS Office for data analysis and operational management.
Education
Languages
Summary
Analytical professional with over 8 years of experience in workforce, data analysis, and technical support across telecom and IT sectors.
Key Achievements
- Analyzed and evaluated workforce metrics to improve labor utilization and capacity planning at Global Logic.
- Provided tier 3 technical support, troubleshooting, and report creation using SQL, SSRS, and Power BI at SISL Infotech.
- Optimized resource allocation and scheduling to meet forecast call volume at British Telecom.
Experience
SENIOR WFM ANALYST
Analyzes and evaluates workforce metrics to improve human resources capacity planning and maximize labor utilization rates., Schedule employees to ensure forecast call volume is met., Real Time Analysis, Analyzes call volume, call patterns, productivity, attrition rates, and allocation., Add new...
SENIOR PROGRAMMER LEVEL 2
Currently deployed at CGPDTM (OFFICE OF CONTROLLER GENERAL OF PATENT, DESIGN AND TRADEMARK) under project (IPO/IT-DIV/Manpower/2019/01-03), Currently working as senior programmer level 2 in the IT support department., Work is to provide technical support to internal clients using SQL query.,...
WFM ANALYST
Responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives., Role also involves producing daily reports of staff members’ attendance and...
Associate Engineer
Role is to provide the technical support for TALK TALK telecom provider UK., Role also involves performing troubleshooting and diagnosing the problem related to clients Broadband (router and modem) and telephones., Troubleshoot technical issues reported by customers and work towards a timely...