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Jua
MIS and WFM Manager
Contact
Competencies
Experiencia demostrada en NICE.
Experiencia demostrada en VCC Live Desk (current).
Experiencia demostrada en Avaya.
Experiencia demostrada en Genesys.
Experiencia demostrada en RingCentral.
Education
Languages
Summary
MIS and WFM Manager buscando nuevas oportunidades
Experience
MIS and WFM Manager
Report directly to the Contact Center Director, with decision-making authority over WFM and MIS.. Advise on commission schemes, costs, infrastructure and MIS systems.. Led up to 2 MIS and WFM analysts, using cross-training and coordinated handoffs so both could perform the functions of the team.. Translate forecasts and capacity analysis into 3-month hiring plans, reviewed monthly, and adjust staff schedules and agent allocation across channels and services.. Manage capacity gaps and contingencies through VTO, overtime, relief agents, multiskill and multicountry allocation, and traffic diversion to other contact centers.. Coordinated AI virtual agent implementation.
MIS and WFM Analyst
Automated KPI dashboards and performance reporting.. Developed forecasting models that supported peak-hour staffing decisions.. Streamlined WFM and MIS processes through automation.
Real-Time Analyst and Point of Contact
Served as the point of contact for data analysis projects and reporting requirements across Operations and other business teams.. Validated operational data and KPIs, and maintained dashboards for performance monitoring and business reviews.
Real-Time Analyst
Monitored performance across multiple lines of business in real time and implemented action plans to address intraday deviations.. Maintained dashboards and reports for daily performance reviews and coverage decisions.