BI & Workforce Optimization Specialist

Subhodip Mondal

Kolkata, India ********.*****@*****.*** +91-861**-*****

Professional Summary

Business Intelligence & Workforce Management Specialist. In total 11 years of experience and 5+ years in BI, analytics, and workforce optimization. Proven expertise in KPI tracking, process automation, and real-time reporting to enhance operational efficiency and decision-making speed. Skilled in Power BI, Qlik Sense, SQL, and Workforce Management platforms (Kronos, Ceridian Dayforce, Genesys). Adept at data modeling, dashboard development, and stakeholder communication to deliver actionable insights and measurable business impact.

Core Competencies

Workforce Management Systems: Kronos, Genesys, CSC (Amazon), NICE IEX

BI & Analytics: Power BI (DAX, Power Query, Data Modeling), Qlik Sense, SQL, Advanced Excel, SAP Database

Automation & Integration: Power Automate, Workflow Streamlining, Report Automation

Data Analytics: Predictive Modeling, KPI Tracking, RCA, Real-Time Dashboards

Business Analysis: Requirement Gathering, Process Documentation, Agile Methodologies

Career Highlight

Automated KPI dashboards using Power BI & SQL, reducing manual reporting by 30% weekly.

Led data-driven reviews (WBR, MBR, QBR) for global clients, enabling risk mitigation and strategy alignment.

Improved workforce adherence to >110% answering levels through real-time analytics and planning.

Professional Experience

GENPACT MIS – Assistant Manager – OTC Jaipur Oct 2025 – Present

Leading end-to-end MIS reporting for the OTC function, delivering accurate, timely, and business-critical insights.

Monitoring key OTC KPIs — including DSO, aging, cash application, and dispute trends — and proactively flagging risks to senior leadership.

Designing and automating dashboards using Excel, SQL, and Power BI, significantly reducing manual effort and improving reporting efficiency.

Handling Workday workflows and approvals as a Senior Accountant, ensuring smooth financial operations and compliance

British Telecom Global MI & BI Expert Kolkata, IN Jul 2022 – 13 th

August 2025

Delivered Weekly, Monthly, and Quarterly Business Reviews (WBR, MBR, QBR) for Openreach clients, driving performance insights and strategic alignment.

Automated real-time dashboards using Power BI, SQL, Genesys, cutting manual effort by 30%.

Designed and implemented reporting automation workflows via Power Automate, improving TAT by 25%.

UBIQUE Systems (PWC LLP) PMO Executive Kolkata, IN Feb 2021 – Jun 2022

Coordinated project execution across 7–10 countries, ensuring compliance and alignment of WFM processes.

Utilized Ceridian Dayforce, MS Project Professional, and JIRA for resource planning and tracking project milestones.

Conducted impact analysis and risk assessment, improving delivery timelines. Teleperformance IN MIS Analyst Kolkata, IN Jan 2019 – Jan 2021

Created performance reports from SAP data to support operational decisions.

Maintained WFM dashboards and Process MIS reporting with Excel and IEX. Teleperformance IN Real-Time Analyst (RTA) Kolkata, IN Oct 2016 – Dec 2018

Monitored real-time adherence and optimized schedules, achieving >110% answering levels.

Delivered incident and RCA reports to Amazon-GCC, reducing escalations by 20%. Kochar InfoTech Technical Support Executive Kolkata, IN Dec 2014 – Oct 2016

Resolved technical escalations for Reliance High-Speed Data Card users, improving customer satisfaction.

Education & Certifications

Bachelor of Commerce (Accounts) – University of Calcutta 2017

Business Analytics with Advanced Excel

Power BI using DAX

Product Management (Beginner)

Personal Details

● DOB : 09-Sep-1995

● Languages: English, Bengali (native), Hindi

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