Shabeena Begum
@shabeenabegum
Senior Workforce Manager optimizing customer-service operations with forecasting, performance analytics, and compliant workforce strategies.
ZimbabweWhat I'm looking for
I am a Senior Workforce Manager with over 10 years of experience optimizing workforce management processes in the customer service industry. I bring a strong analytical mindset and proven problem-solving skills to improve service delivery and resource allocation.
In my current role as WFM Business Partner (Manager Level) at Conduent, I lead end-to-end workforce management functions and optimize scheduling and planning processes. I’ve improved service delivery efficiency by 20% across multiple lines of business while aligning workforce strategies with business goals to increase client satisfaction scores by 15%.
I focus heavily on forecasting and capacity planning, driving a 25% reduction in staffing costs while maintaining service level agreements. I analyze performance metrics and implement improvement strategies that delivered a 30% increase in KPIs across operational teams, along with a 40% decrease in operational inefficiencies.
Previously, as a WFM Analyst/Capacity Planner and Real-Time Analyst (WFM) at Conduent and Concentrix, I created and managed schedules, improved adherence by 35%, and increased on-time project completion by 20%. I also monitored real-time call volumes to achieve a 98% service level adherence rate, and used intraday and periodic performance reporting to speed decision-making by 30%.
Experience
Work history, roles, and key accomplishments
WFM Business Partner
Conduent
Jul 2022 - Mar 2026 (3 years 8 months)
Led end-to-end workforce management, improving service delivery efficiency by 20% across multiple lines of business. Drove forecasting and capacity planning to cut staffing costs by 25% while maintaining service level agreements, and increased KPIs by 30% through performance analysis and targeted improvement actions.
WFM Analyst / Capacity Planner
Conduent
Jul 2019 - Jul 2023 (4 years)
Built and managed schedules from forecasts and staffing requirements, improving schedule adherence by 35%. Strengthened capacity planning and reporting accuracy, increasing on-time deliverables by 20% and improving data accuracy by 30%, while reducing overtime costs by 15%.
Real-Time WFM Analyst
Concentrix
Dec 2017 - Jul 2019 (1 year 7 months)
Monitored real-time call volumes to achieve 98% service level adherence, dynamically optimizing schedules and workforce allocation. Produced intraday and periodic performance reports that improved decision-making speed by 30% and reduced staffing issue response times by 25%.
Operations Senior Practitioner
Concentrix
Apr 2014 - Dec 2017 (3 years 8 months)
Supported core operations to increase overall team performance by 10% and streamline processes, reducing bottlenecks by 15%. Developed training materials that improved onboarding efficiency by 20% and contributed to customer satisfaction gains of 10% through cross-functional delivery.
Education
Degrees, certifications, and relevant coursework
Kristu Jayanthi College
Bachelor of Science (B.Sc.), Computer Science, Mathematics, and Statistics
Grade: 68%
Completed a B.Sc. with a focus on Computer Science, Mathematics, and Statistics, achieving 68%.
SMGJ PU College
Pre-University (PUC), Pre-University (PUC)
Grade: 48.05%
Completed Pre-University (PUC) with a score of 48.05%.
Sri Gayathri English School
SSLC, Secondary School Leaving Certificate (SSLC)
Grade: 70.72%
Completed SSLC with a score of 70.72%.
Tech stack
Software and tools used professionally
Availability
Location
ZimbabweAuthorized to work in
Job categories
Skills
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