Shaheen Shariff

I’m a highly skilled operations professional with 18+ years of experience in Workforce Management, Customer Support, and Business Process Analysis. I design intraday staffing plans, drive SLA compliance, and implement WFM solutions across complex multi-site environments.

In my current role as Client Engagement Ops Analyst II – WFM, I develop and maintain rolling 2-week intraday staffing plans based on enterprise volume, productivity, and patterns. I execute data-driven what-if scenarios, coordinate scheduling activities (vacations, new hires, training, meetings), and manage a Scheduling Inbox with a 48-business-hour response SLA.

Previously, as an Assistant Manager at Cognizant, I maintained and reported daily process-level performance, headcount projections, attrition, and seat utilization data. I led staffing review meetings, forecasted staffing levels, built scheduling rosters, and implemented WFM core activities across new incoming projects.

Earlier, as a Team Lead / Real Time Analyst at Accenture, I managed Resource, Demand, Problem, Incident, and Change Management processes and monitored queues in real time to handle call spikes. Now, I’m seeking a senior management role in Business Operations or Workforce Management where I can improve operational efficiency through strategic, data-led execution.