Amit Kundu

Elevated schedule adherence from 45% to 80% within 5 months and reduced overstaffing by 20% through interval-level demand analysis. Built a centralised forecasting model improving accuracy from 60% to 85% and deployed self-service analytics tools.

Built capacity plans and staffing models across compliance work streams, optimising 1,200 FTEs. Forecasted staffing using Erlang-based methodology, reducing AHT by 15% and improving utilisation from 76% to 85%.

Designed and implemented a streamlined operational framework, reducing process redundancies by 20% and driving a 15% productivity increase. Established KPIs and dashboards, improving SLA adherence by 25%.

Led a 26-person team across 8 transformation work streams, delivering $2M in cumulative cost savings. Designed capacity planning dashboards in Power BI and led migration of 20+ processes and 700+ employees.

Managed end-to-end workforce planning and P&L oversight for an $8M annual staffing budget. Drove demand forecasting and scheduling, reducing non-productive time by 15% and achieving 95% adherence-to-schedule.

Managed resource allocations and ensured adherence to staffing guidelines. Mentored and coached team members, reducing handling time by 9% while maintaining procedural compliance.

Resolved complex customer escalations and delivered structured training programmes, reducing escalated calls by 15% and improving first-contact resolution. Coached frontline agents on quality standards.

Pursued an Executive PGP (MBA) at Masters' Union, Gurugram, from August 2023 to October 2024.

Earned a Bachelor of Technology in Computer Science and Engineering from Geetanjali Institute of Technical Studies, Udaipur, from June 2006 to July 2010.