At eClerx Services Ltd., I own end-to-end workforce management for the Comcast chat process across Mumbai and Pune. I handle forecasting, capacity and headcount planning, scheduling, and intraday operations.
I lead daily real-time operations and use performance data to help Operations manage productivity, adherence, and service levels. I also represent WFM in client reviews, sharing trends and recommendations with the Comcast team.
At eClerx Services Ltd., I build and automate advanced Excel models for real-time visibility and leadership decisions. I partner with US stakeholders on dashboards, seating reports, and executive MI packs.
Previously, I worked remotely at Sitel India Pvt. Ltd., supporting Starbucks operations in the US and Nicaragua. I built schedules in NICE IEX using Erlang-based staffing calculations and was twice recognized as Best Scheduler.
