About
Insight-driven professional with 3+ years of experience applying analytical and visualization skills to transform operational data into business intelligence with proven ability to translate workforce metrics and performance indicators into data-backed strategies that enhance efficiency and decision-making.
Skills & Expertise (19)
Work Experience
Real-Time Analyst
Hewlett-Packard (HP)
Nov 2021 - Dec 2024
Monitored and analyzed real-time and historical queue data to identify patterns impacting SLA performance, implementing analytical adjustments. Conducted Excel-based data cleaning, trend tracking, and variance analysis to uncover root causes of performance gaps, contributing to measurable improvements. Built and maintained performance dashboards and reports using Power BI and Excel, presenting workforce insights & key operational trends to management teams for strategic planning.
Workforce Management Analyst
Accenture
Dec 2024 - Present
Leveraged Power BI and Excel to analyze real-time call metrics, forecast patterns, and identify performance gaps, enabling data-backed decisions that enhanced SLA adherence and operational efficiency. Led end-to-end agent scheduling by analyzing volume forecasts, shrinkage trends, and SLA targets; optimized shift allocation to ensure balanced workload. Utilized historical datasets and statistical methods to forecast staffing needs, balance workloads, and reduce under-utilization through predictive scheduling insights. Designed and automated interactive Power BI dashboards to visualize KPIs such as occupancy, AHT & shrinkage, improving visibility and reporting accuracy for management. Consolidated workforce data into analytical reports and actionable insights, supporting leadership in trend-based decision-making and continuous process improvement.
Education
Masters in Computer Applications - Jain University
- · Afghanistan
Bachelors in Computer Applications - VEIT Degree College
- · Afghanistan
Certifications
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Skills (19)
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