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Yerry
Real Time Analyst with 3+ years in Workforce Management
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Competencies
Managed staffing, scheduling, and real-time adjustments to ensure operational efficiency.
Created and analyzed performance reports on service levels, KPIs, and agent metrics.
Utilized NICE, Verint, IEX, Genesys, dashboards, VLOOKUP, and pivot tables for analysis and reporting.
Worked closely with operations leaders to recommend and implement efficiency improvements.
Prioritized and managed multiple tasks under tight schedules to ensure operational goals.
Education
Summary
Experienced Real Time Analyst with expertise in monitoring performance, adjusting staffing, and optimizing service levels in a contact center setting.
Key Achievements
- Monitored and adjusted staffing and schedules in real time to maintain SLAs and KPIs.
- Created detailed reports on agent performance and operational metrics for leadership review.
- Collaborated with operational teams to optimize productivity and service quality.
Experience
Real Time Analyst (Workforce Management)
Monitored intraday performance, service levels, and adherence for multiple lines of business., Adjusted staffing allocations, skilling, and breaks in real time to ensure operational efficiency., Created daily/weekly reports on SLAs, KPIs, and agent performance trends., Partnered with operations...