Chaitra Raj
Toronto
Summary
Analytical and results-driven Workforce Planning Analyst with over 8 years of experience in workforce management, capacity planning, and operational strategy. Proficient in applying queueing theory and optimization techniques to improve staffing efficiency and meet business objectives. Skilled in process automation using Visual Basics, enabling streamlined workflows and reduced manual effort. Experienced in utilizing WFM tools such as Genesys and Aspect and data visualization tools like Tableau for generating actionable insights. Adept at stakeholder engagement and providing evidence-based recommendations to drive operational success. Currently pursuing advanced education in Business Management and Business Analysis to enhance technical and analytical expertise.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Workforce Planning Analyst
Commonwealth Bank of Australia
03.2023 - 08.2023
- Leveraged queueing theory to optimize staffing in a 24/7 contact center, ensuring adherence to SLAs.
- Automated scheduling and reporting processes using Visual Basics, reducing manual efforts by 25%.
- Created and maintained capacity models integrating forecasted volumes, attrition, and shrinkage.
- Partnered with stakeholders to implement optimization techniques, enhancing resource utilization.
- Delivered comprehensive workforce insights and training programs to improve operational readiness.
Workforce Services Senior Analyst Capacity Planner
Accenture Solutions Pvt Ltd
09.2022 - 03.2023
- Designed and implemented Visual Basics scripts to automate capacity planning reports.
- Developed forecasting models incorporating queueing theory for retail and digital operations.
- Conducted in-depth analyses to resolve capacity-related challenges and optimize resource allocation.
- Provided data-driven recommendations to stakeholders, improving planning accuracy by 15%.
Assistant Manager WFM
HSBC Electronic Data Processing Pvt Ltd
04.2021 - 09.2022
- Spearheaded the deployment of Genesys WFM technology, automating manual processes with Visual Basics.
- Applied optimization techniques to improve workforce scheduling efficiency and reduce service level deviations.
- Led data analysis initiatives, identifying trends and delivering insights to senior management.
- Enhanced capacity planning processes to support 1200+ agents across global operations.
- Automated leave and training scheduling processes, achieving a 20% efficiency gain.
- Created training materials on Genesys WFM and delivered sessions to improve team capabilities.
Fraud Prevention Senior Specialist
HSBC Electronic Data Processing Pvt Ltd
12.2016 - 04.2021
- Utilized queueing theory to prioritize and manage high-volume fraud cases effectively.
- Automated workflow tracking using Visual Basics, increasing team productivity by 15%.
- Trained and mentored team members, enhancing their analytical and problem-solving skills.
Process Associate – OTC (Order to Cash)
Accenture Services Pvt. Ltd
08.2015 - 11.2016
- Analyzed financial data to optimize payment reconciliation and reporting processes.
- Collaborated with cross-functional teams to resolve disputes and improve payment workflows.
- Streamlined direct debit operations, ensuring accuracy and efficiency in financial reporting.
- Delivered actionable insights through detailed performance and operational metrics reports.
Education
Business Management -
Georgian College
12.2024
Business Analysis and Process Management -
Sheridan College
04.2024
Bachelor of Commerce -
Vijaya Evening College
01.2015
Skills
- Workforce Management & Optimization: Forecasting, Scheduling, Capacity Planning, Real-Time Adjustments
- Process Automation: Visual Basics for automating workflows and streamlining processes
- Queueing Theory Applications: Resource Allocation, Service Level Optimization, Efficiency Analysis
- Optimization Problem-Solving: Staffing Balancing, Process Improvements, Operational Performance
- Data Analysis & Visualization: Tableau, Advanced Excel (Macros), Statistical Modeling, Reporting
- Technical Expertise: Genesys WFM, Aspect WFM, SQL (Basic), Workforce Optimization (WFO)
- Stakeholder Collaboration: Communication, Relationship Building, Cross-Functional Team Leadership
Certification
- Workforce Management Call Design June 2023
Timeline
Senior Workforce Planning Analyst
Commonwealth Bank of Australia
03.2023 - 08.2023
Workforce Services Senior Analyst Capacity Planner
Accenture Solutions Pvt Ltd
09.2022 - 03.2023
Assistant Manager WFM
HSBC Electronic Data Processing Pvt Ltd
04.2021 - 09.2022
Fraud Prevention Senior Specialist
HSBC Electronic Data Processing Pvt Ltd
12.2016 - 04.2021
Process Associate – OTC (Order to Cash)
Accenture Services Pvt. Ltd
08.2015 - 11.2016
Business Management -
Georgian College
Business Analysis and Process Management -
Sheridan College
Bachelor of Commerce -
Vijaya Evening College
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