Kunal Singh Tanwar
@kunalsinghtanwar
Senior data analyst specializing in workforce management and contact-center optimization.
What I'm looking for
I am a seasoned data analyst with nearly ten years of experience driving workforce management, forecasting, and operational improvements for global contact-center operations. I have led scheduling, routing migrations, and real-time staffing strategies that boosted service levels and operational efficiency.
At Adobe and IGT Solutions I delivered root-cause analyses, developed KPI reporting, and coordinated cross-functional teams and vendors to ensure resourcing during peaks, contributing to system migrations and process optimizations. I blend analytical rigor with clear stakeholder communication to translate data into actionable decisions.
Experience
Work history, roles, and key accomplishments
Monitored real-time contact center metrics and adjusted global staffing to meet service-level targets, led forecasting and contingency planning for seasonal peaks, and supported migration from Genesys to Amazon Connect to improve routing and operational efficiency.
Lead Associate - WFM
IGT Solutions
Jul 2015 - Aug 2021 (6 years 1 month)
Managed scheduling, overtime, and staffing changes while maintaining WFM databases and driving process improvements to align workforce levels with volume trends and operational needs.
Education
Degrees, certifications, and relevant coursework
Unknown
Senior Secondary School
Completed Senior Secondary education, finished in 2003.
Unknown
Secondary School
Completed Secondary School education, finished in 2001.
Unknown
Bachelor of Arts
Graduated with a Bachelor of Arts degree.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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