Open to opportunities

Kundan Bisht

@kundanbisht

Message

I turn contact center data into cost savings and stronger operational performance.

India

Message

What I'm looking for

I'm looking to lead data analytics, workforce management, and operations initiatives where I can improve KPIs, optimize costs, strengthen vendor governance, and turn business data into measurable operational impact.

I've managed analytics, reporting, workforce planning, and operations for Powur PBC, Snapdeal, and IBM Global Process Services across large-scale contact center portfolios. At Snapdeal, I helped reduce contacts by 34%, improved seller satisfaction by 3000+ BPS, and reduced reopens by 1000 BPS.

I use Power BI, SQL, MIS reporting, forecasting, capacity planning, and KPI analysis to turn operational data into actionable decisions. I've managed vendor governance, billing, workforce planning, executive reviews, and global portfolios supporting voice, chat, and email operations.

Experience

Work history, roles, and key accomplishments

WFM & Operations Project Analyst

POWUR PBC

Sep 2022 - May 2026 (3 years 8 months)

Managing Data Analytics, Reporting & WFM across multiple teams. Analyzed key business KPIs and provided actionable recommendations to leadership.

MIS Workforce Management Power BI SQL Forecasting Capacity Planning Scheduling KPI Analysis Root Cause Analysis Process Improvement Dashboarding Reporting Data Analysis

Manager WFM & Data Analytics

Snapdeal Ltd

Mar 2015 - Aug 2022 (7 years 5 months)

Managed WFM, MIS, Data Analytics & Vendor Management. Prepared dashboards, did forecasting, managed billing and KPIs for vendor partners.

Workforce Management MIS Vendor Management Forecasting Billing KPI Management Reporting Dashboarding Cost Optimization Process Improvement Data Analysis

Lead – WFM

IBM Global Process Services

Apr 2010 - Mar 2015 (4 years 11 months)

Managed a $25M annual portfolio with 9 lines of business across 6 geographies. Handled billing, scheduling, real-time monitoring, and business reviews.

Workforce Management Billing Scheduling Monitoring Reporting Stakeholder Management