At Oracle (OFSS) BPO Services Limited, I progressed from Process Associate through Subject Matter Expert and Knowledge Lead to Business Analyst. I supported workforce planning and resource fulfillment with Process Managers, HR teams, and business stakeholders.
I managed resource allocation, workforce utilization, bench management, and resource planning activities. I also developed MIS reports, dashboards, utilization reports, and workforce analytics to support management decision-making.
I led quality and knowledge management initiatives while managing a team of 10 Quality Auditors. I prepared audit reports, Root Cause Analysis, quality dashboards, and operational performance reports, and conducted onboarding and knowledge transfer.
