At Concentrix, I support tactical Workforce Management activities across Scheduling and Real-Time Management to help achieve daily service-level and efficiency goals.
I manage schedule requests—including PTO, shift swaps, overtime, and schedule exceptions—and maintain accurate workforce records. I also prepare reports and dashboards for staffing, attendance, and performance analysis.
I monitor queue and staffing conditions, then coordinate with Operations and other stakeholders on schedule or skilling adjustments when needed. I follow up on requests against agreed timelines and escalate risks that may affect service levels or efficiency.
At Wipro, I handled employee and participant service requests and analyzed benefits and eligibility data using Total Benefits Administration (TBA), Advanced Table Editor (ATE), and SAP. I also quality-checked benefit notices and supported process consistency through Standard Operating Procedures.
