Chaitra Raj
Summary
Senior Workforce Planner with over eight years in the banking industry, specializing in enhancing contact center operations through strategic planning, data analysis, and business process modeling. Proficient in driving service excellence and cost efficiency with a focus on staffing, scheduling, and performance improvement. Experienced in managing a range of workforce management functions, including forecasting, real-time analysis, and reporting, as well as leading technology upgrades and training initiatives. Passionate about leveraging deep industry knowledge to improve customer experience and achieve operational excellence in dynamic and challenging environments.
Overview
8
8
years of professional experience
Work History
Senior Workforce Planning Analyst
Commonwealth Bank of Australia
03.2023 - 08.2023
- Expertly maintained and updated Aspect scheduling software, ensuring seamless data management for employee scheduling and forecasts.
- Developed advanced workforce plans and resource forecasts, optimizing 24/7 contact center operations in alignment with business goals.
- Implemented and enhanced training and onboarding processes, contributing to a best-in-class Workforce Management practice.
- Played a pivotal role in strategic planning by analyzing performance trends and making staffing adjustments to align with business objectives.
- Excelled in cross-functional collaboration, ensuring critical WFM functions aligned with business needs.
Workforce Services Senior Analyst Capacity Planner
Accenture Solutions Pvt Ltd.
09.2022 - 03.2023
- Led significant capacity planning reengineering projects, improving models for effective business decision-making.
- Engaged in detailed forecasting model development, capturing the nuances of both retail and digital e-commerce businesses.
- Conducted comprehensive FTE Impact assessments, effectively sizing initiatives and strategies.
- Demonstrated strong analytical skills in managing productivity plans and forecasting shrinkage, training, and off-phone activities.
Assistant Manager WFM
HSBC Electronic Data Processing Pvt Ltd.
12.2016 - 09.2022
- Managed critical WFM deployment and upgrade projects, aligning technology with diverse business requirements.
- Showcased exceptional project management skills in technology service delivery, including building, testing, training, and deployment phases.
- Developed and supported continuous improvement processes within WFM, focusing on automation and operational efficiency enhancements.
Process Associate – OTC (Order to Cash)
Accenture Services Pvt. Ltd
08.2015 - 11.2016
- Expertly managed customer invoice processing, including deductions and handling bounced checks.
- Coordinated direct debit payment runs, liaised with Treasury and banks, and maintained essential financial reports.
- Proficient in reconciling Direct Debit GL accounts and validating bank statements against financial records.
- Resolved customer payment disputes, collaborated with Order Management and Sales for claim investigations.
- Issued Credit Memos for valid claims and effectively followed up on outstanding payments for invalid claims.
Education
Business Analysis And Process Management
Sheridan College
Mississauga, ON04.2024
Bachelor of Commerce -
Vijaya Evening College
Bengaluru, KA05.2015
Skills
- Genesys WFM
- Aspect WFM
- JIRA
- Live Person
- WFO
- RTA
- Genesys Pulse
- Forecasting
- Scheduling
- Intra Day Monitoring
- Reporting
- Tableau
- Data Analysis
- Capacity Planning
- Staffing Requirements
- Managing Schedules
Languages
English
Full Professional
French
Elementary
Kannada
Native or Bilingual
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.
12.2016 - 09.2022
Process Associate – OTC (Order to Cash)
Accenture Services Pvt. Ltd
08.2015 - 11.2016
Business Analysis And Process Management
Sheridan College
Bachelor of Commerce -
Vijaya Evening College
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