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Workforce Management Analyst with 5+ years in contact center operations
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Competencies
Applied in monitoring adherence, optimizing staffing, and generating performance reports in contact center settings.
Experienced in surveilling queue performance and intraday metrics to ensure operational standards.
Proficient in using Excel, Google Sheets, and BI tools for performance tracking and reporting.
Provided support through multiple channels with conflict resolution and empathy in customer interactions.
Collaborated effectively with global teams and management in fast-paced remote environments.
Education
Languages
Summary
A dedicated WFM analyst with over 5 years in monitoring adherence, optimizing staffing, and reporting performance. Skilled in data analysis, collaboration, and adapting to fast-paced environments, supporting high-volume operations with a focus on efficiency and service excellence.
Key Achievements
- Monitored real-time adherence and performance across multiple teams, supporting service level goals.
- Created and delivered daily performance reports using Excel, Google Sheets, and BI tools, aiding operational decision-making.
- Collaborated with leaders to optimize staffing, improving resource utilization in high-volume environments.
Experience
Real-Time Analyst
Monitor real-time adherence and intraday performance across multiple teams and queues., Provide proactive alerts and staffing adjustments to support service level goals., Collaborate with team leaders and managers to ensure optimal scheduling coverage., Generate intraday and end-of-day reports...
WFM Mission Controller
Monitored real-time adherence across multiple teams and queues in a high-volume environment., Collaborated with team leaders and operations managers to optimize staffing and coverage., Created and delivered daily performance reports using Excel, Google Sheets, and BI tools., Detected...
WFM Mission Controller Analyst
Supported the real-time team as a backup analyst during high-volume shifts., Learned the fundamentals of queue management, shrinkage control, and intraday tracking.
Customer Service Representative
Provided customer support through multiple channels, applying conflict resolution and empathy., Recognized for de-escalating difficult interactions and meeting performance goals.