At Allstate India Pvt Ltd, I manage end-to-end workforce management operations, including capacity planning, scheduling, and real-time monitoring. I use Genesys WFM for intraday analysis, adherence tracking, and queue management.
I previously managed staffing and inbound volumes across phone, chat, email, and returns at Cognizant Technology Solutions. I maintained workforce reports and used Power BI to create dashboards, including reports using DAX.
At Mphasis Pvt Ltd, I maintained schedules and manpower plans, produced performance reports, and analyzed monthly KPIs. I’m currently learning Power BI and SQL to strengthen my reporting automation and data visualization capabilities.
