Gagandeep Kaur Makkar
Workforce Management Analyst
Montreal,QC
Summary
With over six years of experience as a Workforce Management Analyst (WFM) at Teleperformance Inc, one of the world's largest BPOs, I rapid advancement to Team Lead role. In this position, I spearheaded process improvements and played a key role in the successful execution of high-impact projects for major clients such as Apple Inc. and Home Depot. I consistently utilized business intelligence strategies and was recognized by both management and senior leadership for exceeding performance expectations.
Overview
7
7
years of professional experience
Work History
Workforce Management Analyst
Teleperformance Inc.
Montreal, Canada
06.2018 - 12.2024
- Implemented initiative-driven decision-making to align staff skills and support resource allocation for training, coaching, and hiring based on forecasted needs versus real-time findings, achieving 20% more accurate predictions of SLA (Service Level Agreement) performance and client experience.
- Analyzed and highlighted variances in workforce forecasts, capacity planning, and scheduling using statistical modeling to provide data-backed improvement recommendations, resulting in a 30% gain in service levels on a daily basis.
- Tracked attendance, adherence, and other KPIs data trends based on performance standards identify gaps and provide recommended improvements using data visualization tools for operation leaders and business partners.
- Automated the report compilation process using advanced Excel tools, saving 25% of hourly time for WFM team.
- Led and collaborated team of five WFM members including communicating trends and delivering service-oriented strategic action plans on daily basis, demonstrating ability to work independently.
- Earned a bonus for being recognized as Employee of the Month, performance appraisal by consistently achieving monthly target of Service level from 40% to 80% despite limited resources and exceeding expectations of manager.
- Implemented creative approaches, such as flexing agents between queues, for more efficient resource utilization, increasing resource utilization by 25%.
- Demonstrated exceptional multitasking skills by independently handling triages with limited resources.
Customer Service Representative
Teleperformance Inc.
Montreal, Canada
09.2017 - 05.2018
- Analyzed support tickets to identify top 3 recurring customer pain points and created detailed knowledge base articles, which led to improved first contact resolution rate of 90%.
- Proven ability to engage effectively with customers of diverse backgrounds, utilizing strong communication and analytical thinking to anticipate needs and provide tailored solutions, resulting in Customer Satisfaction score of 95%.
- Demonstrated expertise in managing escalated customer issues and outstanding KPIs of above 92%, leading to promotion to Tier 2 group (Specialists).
Education
Master of Science - Computer Software Engineering
Concordia University
Montreal05-2017
Skills
- NICE IEX
- Avaya
- Salesforce Cloud
- Microsoft Excel
- Microsoft Powerpoint
- Sharepoint
- Microsoft Teams
- SQL
- Power Query
- Power Pivots
- Microsoft Outlook
Timeline
Workforce Management Analyst
Teleperformance Inc.
06.2018 - 12.2024
Customer Service Representative
Teleperformance Inc.
09.2017 - 05.2018
Master of Science - Computer Software Engineering
Concordia University
Similar Profiles
Kathyrine LopenaKathyrine Lopena
Senior Director of Operations at Teleperformance Inc.Senior Director of Operations at Teleperformance Inc.
Digvijay SinghDigvijay Singh
Call Centre Sales Executive at Teleperformance Inc.Call Centre Sales Executive at Teleperformance Inc.
Alberto PereyraAlberto Pereyra
Customer service and supervisor at Teleperformance Inc.Customer service and supervisor at Teleperformance Inc.
Olivier BarbieriOlivier Barbieri
Senior Scrum Master & Project Delivery Manager at DesjardinsSenior Scrum Master & Project Delivery Manager at Desjardins
Jesse BetitoJesse Betito
Volunteer at CYJVolunteer at CYJ