Payal Swarnkar
@payalswarnkar
Workforce specialist skilled in scheduling and data analysis.
What I'm looking for
I am a dedicated workforce specialist with a passion for learning and a strong ability to communicate effectively. My experience includes managing schedules for large teams, ensuring optimal coverage, and maintaining service levels. I thrive in dynamic environments where I can leverage my planning expertise and problem-solving skills to enhance operational efficiency.
Currently, I work at Revolut, where I oversee scheduling for 400 employees, monitor key performance metrics, and collaborate with support teams to ensure adherence to schedules. My previous roles have equipped me with a solid foundation in workforce management, data analysis, and reporting, allowing me to drive operational excellence and support strategic decision-making.
Experience
Work history, roles, and key accomplishments
Subject Matter Expert
Revolut
Oct 2023 - Present (1 year 8 months)
Responsible for scheduling and planning for 400 employees, monitoring key metrics, and providing feedback to operations teams. Ensures adherence to schedules and communicates necessary changes, while maintaining accurate data for the Member Experience team.
Senior Executive - WFM
WNS Global Services
Jul 2022 - Oct 2023 (1 year 3 months)
Focused on workforce management goals, analyzing performance metrics, and ensuring service level targets are met. Responsible for preparing reports and performing root cause analysis for performance misses.
Senior Real Time Analyst
Teleperformance
Oct 2021 - Jul 2022 (9 months)
Managed the RTA team, analyzing forecasted data against actuals, and tracking attendance issues. Created various reports and collaborated with supervisors to optimize operational performance.
Real Time Analyst
Teleperformance
Dec 2020 - Oct 2021 (10 months)
Managed real-time call traffic across multiple locations, ensuring service levels were met. Analyzed call volume patterns to optimize shifts and breaks.
Senior Customer Care Executive
Teleperformance
Dec 2019 - Dec 2020 (1 year)
Analyzed and solved complex problems affecting business initiatives, providing technical support and customer care.
Technical Support Executive
Teleperformance
Oct 2019 - Dec 2019 (2 months)
Analyzed customer issues to identify troubleshooting methods for quick remediation, providing technical support.
Education
Degrees, certifications, and relevant coursework
Devi Ahilya Vishwavidyalaya
Bachelor of Commerce, Commerce
2016 - 2019
Completed a Bachelor of Commerce with honors, focusing on various aspects of commerce, finance, and accounting principles.
Swami Vivekananda Public School
Associate in Commerce, Accounting
2014 - 2016
Pursued an Associate degree in Commerce with a focus on accounting principles and practices.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
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