Open to opportunities

Kajal Dubey

@kajaldubey

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Workforce Management and real-time operations analyst improving SLAs through queue optimization and intraday reporting.

India

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What I'm looking for

I’m looking for global opportunities in Workforce Management, Operations Analysis, and Customer Operations—where I can use real-time monitoring, queue optimization, and SLA reporting to improve service levels and customer experience through data-driven decisions and cross-functional collaboration.

I’m a results-driven Workforce Management (WFM) Analyst and Real-Time Analyst with 3+ years across WFM and real-time operations. At HP (Hewlett-Packard), I managed workforce operations across voice, chat, and email support—monitoring SLA, AHT, occupancy, shrinkage, and adherence metrics while performing intraday analysis and queue management to maintain operational efficiency.

I focus on real-time intervention: I coordinated staffing adjustments based on call volume trends, supported scheduling and workforce allocation, and delivered daily intraday reporting and performance analysis for leadership. I also collaborated with operations and IT teams to minimize downtime and improve workflow efficiency, and I’m now seeking global opportunities in Workforce Management, Operations Analysis, and Customer Operations.

Experience

Work history, roles, and key accomplishments

Current

WFM Analyst / Real-Time Analyst

Current

HP (Hewlett-Packard)

Jan 2021 - Present (5 years 4 months)

Managed workforce operations across voice, chat, and email support by monitoring SLA and performance metrics and running intraday queue analysis to maintain operational efficiency. Coordinated real-time staffing adjustments and supported scheduling to improve service delivery and reduce downtime through cross-functional collaboration.

Monitoring Queue Management Scheduling Service Delivery Operations Power BI Excel

Business Development Associate

Alturist (Unacademy)

Jan 2020 - Jan 2021 (1 year)

Generated and qualified leads through cold calling and client outreach, then managed end-to-end sales from lead generation to deal closure. Used CRM tools to track pipelines and collaborated with internal teams to support onboarding and customer support.

Lead Generation Cold Calling CRM Management Sales Cycle Management Relationship Management Onboarding & Support

Tax & Audit Associate

Dokania & Co

Jan 2019 - Jan 2020 (1 year)

Prepared and filed GST and tax returns while conducting internal audits and financial analysis for clients. Supported accounting and reporting using Tally and QuickBooks and maintained compliance documentation, reconciliations, and audit reporting.