Kundan B

WFM & Operation Project Analyst

Powur • Tiempo completo

Sep 2022 - Jul 2026 • 3 yrs 10 mos

• Managing Data Analytics, Reporting & WFM across Customer Success, Sales Support, O&M, Compliance, and SCM teams. • Analyzed key business KPIs including CSAT, FRT, TTR, NPS, Reopen Rate, Abandonment Rate, and Productivity, providing actionable recommendations to leadership. • Performed deep-dive data analysis to identify trends, bottlenecks and improvement opportunities. • Prepared executive business review reports and presentations, translating complex datasets into clear business insights. • Automated recurring performance reporting and scorecard generation, improving reporting efficiency and accuracy. • Identify operational bottlenecks, map end-to-end workflows, and conduct root cause analysis to streamline daily operations, improve process efficiency, reduce turnaround time, and support continuous operational improvement. • Delivered ad-hoc analytical reports and data extracts for cross-functional teams, enabling faster decision-making. • Publishing weekly/monthly dashboards & agent scorecard. • Developed forecasting models, capacity plans, and annual headcount budgets using historical performance data and business demand trends to optimize workforce planning and resource allocation. • Conducted contact and cost optimization analyses that helped reduce operational expenses and improve workforce utilization.

Manager WFM & Data Analytics

Snapdeal • Tiempo completo

Mar 2015 - Aug 2022 • 7 yrs 5 mos

• Managing WFM, MIS, Data Analytics & Vendor Management • Preparing multiple daily/weekly/monthly dashboards and reports • Doing quarterly forecasting and aligning resources at multiple vendor locations to provide 24/7 support • Managing billing, RnP (reward & penalty) & KPI for all vendor partners (700+ FTEs) • Attending and leading daily performance calls with vendors • Doing multiple analyses to save cost • Preparing presentation for weekly/monthly business review • Sending monthly/quarterly provision to the Finance team • Driving Contract and SoW discussions with vendor partners along with driving adherence and audits • Implemented best practices and improved the service model to drive operational efficiency – Contact reduction by 34% • Handled ramp-up projects for 200+ employees across two vendor partners • Successfully exceeded seller satisfaction goals, improved RSAT (Resolution Satisfaction) by 3000+ BPS

Lead Data Analytics & WFM

IBM • Tiempo completo

Nov 2007 - Feb 2015 • 7 yrs 3 mos

• Working with a USD$25 Million annual portfolio comprising of 9 lines of business from 6 geographies (US, Canada, UK, India, Singapore and Australia) for a US based Fortune 500 financial software giant (Intuit) • Managing billing for 900+ headcount • Doing RCA & preparing revenue loss reports due to leakages and other reasons • Making weekly schedule and aligning resources in different shifts as per the forecast • Real time Queue monitoring for all lines of businesses (Voice/Chat/Email). • Making PPTs & attending weekly/monthly/quarterly business review with higher management and client • Managing monthly seating plan for overall process. • Taking care of all IT related issues and downtime