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Gaurav Malhotra is an experienced professional in workforce management and operations, currently serving as Technology Transformation Manager at Fisher & Paykel Appliances since June 2016. In this role, Gaurav oversees forecasting, rostering, and queue management for a 115 FTE Contact Centre, collaborates with recruitment teams, and enhances reporting capabilities. Prior to this, Gaurav worked at 2degrees Mobile in various capacities, including Workforce Manager and Consumer Team Manager, where efforts focused on real-time management, team training, and performance optimization. Earlier experience includes a position as Sr Workforce Specialist at Telecom New Zealand, managing customer experience across contact centers, and a Team Leader role at Intellicom Contact Centers. Gaurav holds a Bachelor of Arts degree from Sri Guru Tegh Bahadur Khalsa College.