Profile
Results-driven Workforce Supervisor – Real Time with over 10 years of Workforce Management experience in the BPO industry. Proven expertise in real-time operations, service level management, queue monitoring, staffing optimization, and intraday performance analysis across multiple accounts. Skilled in leading high-performing Real-Time Analyst teams, driving operational efficiency, and making data-driven decisions to achieve client KPIs.
Experienced in monitoring service levels, occupancy, AHT, shrinkage, schedule adherence, and forecast variance while collaborating with Operations, Scheduling, and Forecasting teams to ensure business objectives are met. Adept at stakeholder management, root cause analysis, process improvement, and developing reports and dashboards using Excel and Power Query.
A proactive leader with a strong analytical mindset, committed to coaching teams, improving workforce strategies, and delivering exceptional customer experience through effective real-time management.
