Prabhat Kumar

Led end-to-end workforce management operations for four remote sites, covering forecasting, real-time monitoring, scheduling, capacity planning, and reporting. Conducted training sessions for WFM analysts on interpreting KPIs, data accuracy, and operational reporting, and collaborated with technology teams to resolve routing and system issues affecting KPI accuracy. Partnered with operations leade

Managed real-time operations, performance tracking, and short-term forecasting for multiple lines of business, initiating intraday schedule adjustments and escalating high-impact issues to improve responsiveness and queue management. Designed and automated real-time and ad-hoc reports to support decision-making. Provided actionable insights through root cause analysis and operational reporting, re

Successfully managed real-time adherence, scheduling, and capacity planning across four remote sites, ensuring consistent service level achievement and operational efficiency. Trained analysts on KPI interpretation, real-time decision-making, and reporting tools, resulting in improved team performance and stronger alignment with business objectives. Utilized advanced reporting tools like Excel, SQ

Handled inbound calls for an Australian Bank and successfully upsold multiple financial products. Served as a Subject Matter Expert (SME), ensuring AHT and quality scores for the team. Guided the team with multiple coaching sessions and feedback.

Completed a Bachelor of Science degree with a focus on General Science. The curriculum provided a broad understanding of scientific principles and methodologies.

Completed Class 12th with a focus on Science. The coursework included foundational subjects in science.