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Bishal Ranapaheli

@bishalranapaheli

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Results-driven Workforce Management Analyst with expertise in optimization.

India

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What I'm looking for

I am looking for a role that values analytical expertise and offers opportunities for leadership and growth.

I am a results-driven Workforce Management Analyst with over 6 years of progressive experience in real-time operations and workforce optimization. My expertise lies in data-driven staffing strategies, real-time queue monitoring, and ensuring SLA compliance. I have a proven track record of improving operational efficiency and reducing staffing costs through actionable insights.

Currently, I serve as an Associate in Real-Time Management at Concentrix, where I manage real-time performance and staffing for multi-skilled contact center operations. I successfully improved scheduling efficiency by 18% through dynamic queue balancing and real-time adjustments. My role also involves mentoring junior analysts and standardizing exception handling protocols, which has significantly enhanced our team's performance metrics.

In addition to my technical skills in IEX, and advanced Excel automation, I am passionate about fostering team collaboration and driving data-driven decision-making. I am eager to contribute my analytical expertise and leadership to enhance service delivery and performance metrics in my next role.

Experience

Work history, roles, and key accomplishments

Current

Associate – Real-Time Management (Lead, WFM)

Current

Concentrix

Aug 2023 - Present (2 years 3 months)

Managed real-time performance and staffing for multi-skilled contact center operations. Improved scheduling efficiency by 18% through dynamic queue balancing and real-time adjustments.

IEX CMS SLA Management Data Driven Decision Making Team Collaboration Performance Dashboards Forecasting Scheduling Microsoft Office Suite

Senior Representative – Real-Time Management

Concentrix

Aug 2021 - Present (4 years 3 months)

Monitored intraday metrics and implemented workforce strategies to reduce wait times. Automated key reports, saving over 8 hours per week in manual data entry.

Report Automation Adherence Analysis Shrinkage Analysis IEX CMS Data Driven Decision Making Microsoft Office Suite Team Collaboration

Senior Representative – Operations (Advisor II, Tech Support)

Concentrix

Jun 2020 - Present (5 years 5 months)

Delivered expert technical support for hardware/software issues, maintaining 90%+ CSAT. Tracked and resolved customer cases using CRM tools; trained peers in troubleshooting practices.

Technical Support CRM Tools Troubleshooting Customer Service Customer Satisfaction Team Collaboration Communication Problem Solving

Customer Relation Officer

HGS

Oct 2018 - Present (7 years 1 month)

Delivered customer service solutions and resolved inquiries via voice/non-voice support. Consistently achieved >95% first call resolution and maintained service KPIs.