Zulfiqar Ahmed
Senior Associate – WFM Analytics & Reporting
About
Results-driven WFM professional transitioning into a Data Analyst role, with overall 7+ years of experience in contact center analytics, forecasting, and real-time operations. Skilled in extracting and transforming data using SQL, building interactive dashboards in Power BI, and performing advanced analysis in Excel. Proven ability to convert complex workforce data into actionable insights that drive operational efficiency and stakeholder decisions.
Skills & Expertise (8)
Work Experience
Senior Associate – WFM Analytics & Reporting
Lumina Datamatics
2022 - 2026
Agent Productivity & Utilization Dashboard • Built a dedicated Power BI report to track agent-level productivity and utilization metrics across multiple LOBs • The report visualized occupancy rates, handle time trends, active vs. idle time, and per-interval productivity scores. • Presented daily and weekly to clients, enabling data-backed conversations on agent efficiency and workload distribution. • Optimization of the report reduced manual tracking effort and gave clients real-time visibility into team performance. Service Level (SVL) Goals Tracking Report • Developed a standalone SVL performance report that tracked daily, weekly, and monthly Service Level achievements against defined client targets. • The report served as the primary reference in weekly and monthly client review meetings, where SVL goals, gap analysis, and improvement actions were discussed. • Insights from the report directly influenced intraday staffing decisions and scheduling adjustments, contributing to sustained SVL achievement across periods. Staffing Compliance & Quality Checks Report • Designed a Power BI report to monitor staffing compliance — tracking schedule adherence, rostered vs. actual headcount, and shift-level compliance rates. • Integrated quality check indicators to flag anomalies in staffing patterns and highlight non-compliance instances. • The report was reviewed weekly with clients, leading to better staffing decisions, reduced variance between planned and actual coverage, and improved overall operational discipline.
Assistant Client Partner
Access Healthcare
2021 - 2022
• Maintained high-integrity operational records and payment documentation, ensuring accuracy across reporting and cross-functional audits. • Analyzed billing workflows to identify process bottlenecks, contributing to accelerated claim resolution cycles and improved operational efficiency. • Ensured 100% compliance with industry regulations and client SLAs through accurate data tracking and reporting.
Associate
Sutherland Global Service
2018 - 2022
• Monitored real-time dashboards to drive schedule adherence, improving team adherence scores from 85% to 92% through data-driven communication. • Optimized daily performance reporting workflows using Excel, saving approximately 5 hours/week in manual data entry. • Managed system outage alerts and low-SL incidents, ensuring stakeholder communication within 15 minutes of detection to minimize operational impact. • Identified bottlenecks in call flow and agent availability data, contributing to improved Average Handle Time (AHT) and reduced customer wait times.
Education
Bachelor of Engineering
2014 - 2018 · India
XII
2013 - 2014 · India
X
2011 - 2012 · India
Certifications
NASCOMM Certified Data Analyst
Besant Technologies · 2025
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Skills (8)
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