Dharna Khatri

I’m a Workforce Management Analyst focused on optimizing operations and improving efficiency through data-driven insights. My objective is to use analytical thinking to support team success by strengthening workforce performance through strategic WFM practices.

In my current role as “Analyst - WFM” at HCL Tech, I monitored realtime operations, adjusted staffing plans, and responded to intraday deviations. I forecasted call volume trends, created staffing models, and maintained agent schedules to help keep operations aligned with targets.

I also collaborate with operations to support business decisions and performance improvements. I manage headcount and staffing for the process, monitor and lead activities to support service level agreement, and troubleshoot real-time problems as they arise.

On the reporting side, I prepare and track AHT, shrinkage, shift non-adherence, MTD, and daily attendance. I optimize breaks and day-of planning to meet the required SLA, while continually applying strong communication, critical thinking, and teamwork to drive measurable results.