Miguel - Workforce Management Analyst with 5+ years in contact center operations

Cali, Valle del Cauca Department, ColombiaRemoteen

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.

Contact via CazVid

Published on CazVidOpen to remote

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

Collaborated with leaders to optimize staffing, improving resource utilization in high-volume environments.

Skills

Workforce OptimizationAdvanced

Applied in monitoring adherence, optimizing staffing, and generating performance reports in contact center settings.

Real-Time MonitoringAdvanced

Experienced in surveilling queue performance and intraday metrics to ensure operational standards.

Reporting &amp; Data AnalysisExpert

Proficient in using Excel, Google Sheets, and BI tools for performance tracking and reporting.

Customer Service SkillsIntermediate

Provided support through multiple channels with conflict resolution and empathy in customer interactions.

Experience

Real-Time Analyst

TaskUs

Nov 2024 - Present

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

Teleperformance

2022 - Nov 2024

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

Teleperformance

2021

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

Sitel Group / Teleperformance

2020 - 2022

Provided customer support through multiple channels, applying conflict resolution and empathy., Recognized for de-escalating difficult interactions and meeting performance goals.