At Wipro, I monitor real-time contact center operations for US healthcare systems, tracking service levels, answer times, handle times, occupancy, queue health, and schedule adherence against client KPIs and SLAs.
I manage and mentor Real-Time Analysts and carry out intraday workforce management, including queue balancing, staffing optimization, and schedule adjustments. I also coordinate incident management and operational escalations.
Using Verint, Cisco Unified Intelligence Center (CUIC), Advanced Excel, and Power BI, I develop dashboards and performance reports and share operational insights, risks, and recommendations with leadership and client teams.
Earlier at Wipro, I worked in media monitoring and analysis across print, digital, broadcast, and social platforms. I reported analyst KPIs, reviewed work for quality, and prepared client-ready reports, dashboards, and presentations supporting campaign evaluation, competitor benchmarking, and industry trend analysis.
