Hamza Khan

I’m a detail-oriented Workforce Analyst with over 3 years of experience optimizing operations in high-volume contact center environments. My core strength lies in transforming raw data into actionable insights—whether it's forecasting demand, building real-time dashboards, or fine-tuning staffing models to improve service levels and reduce costs.

I've successfully managed scheduling for teams of 60+ agents across multiple time zones, improved schedule adherence by 18%, and built forecasting models that reduced reactive adjustments by 40%. I bring strong proficiency in tools like Excel (VBA, Solver), Google Sheets (App Script), and reporting platforms like Google Data Studio and Power BI. I also have working knowledge of WFM platforms like NICE IEX, Verint, and Genesys.

I’m passionate about process improvement, data visualization, and using analytics to support operational decision-making. Whether it's reducing SLA breaches or helping a team operate more efficiently, I thrive in environments where I can blend technical skills with real-world impact.

I have over 4 years of experience in workforce operations, analytics, and customer service within contact center and BPO environments. I’ve led forecasting, scheduling, and real-time management efforts across global teams, using tools like Excel (VBA), Google Sheets (App Script), and WFM platforms including NICE IEX and Genesys. My background includes improving staffing accuracy, adherence, and SLA performance while delivering actionable reporting to stakeholders. I bring a strong track record of process optimization, cross-team collaboration, and data-driven decision-making.

Computer Science - bachelors