Open to opportunities

Kunal Singh Tanwar

@kunalsinghtanwar

Message

Senior data analyst specializing in workforce management and contact-center optimization.

India

Message

What I'm looking for

I am seeking a growth-driven role in workforce management or contact-center operations where I can apply forecasting, scheduling, and analytics to improve service levels and operational efficiency.

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

Current

Senior Analyst

Current

Adobe

Aug 2021 - Present (4 years 3 months)

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.

Workforce Management Forecasting Amazon Connect Genesys Monitoring Tableau

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.