I have been working in the Business Process Outsourcing sector since 2008. Worked as a collections agent for 2 years, a customer care specialist for about 1 year. And with my present company for 10 years now, I started with them as a Technical Support Representative for 3 years then got promoted to Workforce Management. With the Workforce Management Team, I was a Real Time Analyst. Main task of an RTA is gather and generate performance reports data. Managing agents real time activities. Basic applications we are using are Excel and Outlook. In December 2022, I was promoted to a Scheduling post. Main task includes forecasting and creating schedules based on client forecast and taking into consideration 6-week trend of the KPI's of the account I am handling.
