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ANJANI UPADHYAY

@anjaniupadhyay

Senior WFM Analyst and Capacity Planner at ZSCALER, improving resource utilization and reducing answer times to 20–30 minutes.

India

Message

What I'm looking for

I’m looking to apply my workforce management experience to AI data operations, supporting demand and capacity planning, workload allocation, operational KPI tracking, productivity reporting, and coordination across distributed teams.

At ZSCALER, I lead a team of 6 analysts supporting global operations across 4 countries. I coordinate workforce readiness and capacity planning, and develop Tableau and Power BI dashboards to help senior leaders track operational performance.

I’ve also worked in workforce management roles at GOLDMAN SACHS and CONCENTRIX, supporting staffing, forecasting, and service delivery. At ZSCALER, process enhancements reduced Average Speed of Answer from 60+ minutes to approximately 20–30 minutes.

Experience

Work history, roles, and key accomplishments

Current

Senior WFM Analyst | Capacity Planner

Current

Zscaler

Jan 2024 - Present (2 years 10 months)

Lead a team of 6 analysts supporting global operations across 4 countries, coordinating workforce readiness and service delivery. Developed Tableau and Power BI dashboards tracking KPIs and drove forecasting and capacity-planning initiatives.

Tableau Power BI Workforce Management Capacity Planning Forecasting Resource Allocation KPI Dashboards Process Improvement Automation Stakeholder Management

WFM Analyst

Goldman Sachs

Nov 2022 - Jan 2024 (1 year 2 months)

Managed real-time workforce operations, optimizing staffing levels and queue coverage to support SLAs. Analyzed volume trends and workforce metrics to support capacity planning and resource alignment.

Workforce Management Real Time Operations Capacity Planning Forecasting Resource Allocation Schedule Adherence Reporting Data Analysis

Real-Time Analyst

Concentrix

Sep 2018 - Oct 2022 (4 years 1 month)

Managed schedules, queue coverage, and workforce allocation to support service-level targets. Analyzed workforce data for forecasting and capacity planning, and provided technical support for hardware and CRM platforms.

Workforce Management Real Time Operations Forecasting Capacity Planning Resource Allocation Technical Support CRM Excel