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Gaurav Baghel

@gauravbaghel1

Workforce Management Analyst at Anaptyss India PVT. LTD., monitoring real-time queues and staffing to meet service levels.

India

Message

At Anaptyss India PVT. LTD., I manage real-time reports and queue activity, monitoring shrinkage, service levels, and VTO so operations stay on track. I take immediate action when targets are missed and contact the client and operations team when issues persist.

At Anaptyss India PVT. LTD. and Teleperformance, I analyzed volume, AHT, and shrinkage for staffing requirements, and handled real-time coding in IEX/Nice. At IGT Solutions, I managed real-time reports and tracked executive activity to help prevent high abandon rates and missed service levels.

Experience

Work history, roles, and key accomplishments

Current

Team Developer

Current

Anaptyss India PVT. LTD

May 2026 - Present (4 months)

To manage real time reports such as shrinkage, SL and VTO. I was responsible for ensuring that the operations remained on track by monitoring metrics in real time and taking immediate action when targets were not being met. Get in touch with the client & operation if any issue persists in real time. To Track the executive real time activities to prevent unethical activities for example toggling, H

Workforce Management Analyst

Teleperformance

Mar 2022 - May 2026 (4 years 2 months)

Worked as Workforce Management Analyst at Teleperformance.

Lead Associate

IGT Solutions

Mar 2021 - Mar 2022 (1 year)

To manage real-time reports. Get in touch with the client & operation if any issue persists in real time. To track the executive real time activities to prevent unethical activities for example Toggling, High AHT On real time, unscheduled aux, early logout, early log in etc. To manage real time aux. To take care of the skills to prevent the high abandon when calls are in queue. To highlight missin