I have been with my current company for over 5 years, and during this time, I’ve had the privilege of learning, growing, and advancing in my career. I started as a Customer Service Representative and was promoted to Senior Real-Time Associate, a role that required strong decision-making skills to manage real-time operations effectively. After nearly two years in this position, I was promoted to Scheduler/Scheduling Analyst, where I analyzed call center trends, developed staffing requirements for long-term planning, and ensured agent schedules aligned with client needs.
Currently, I serve as a Planner/Scheduling and Planning Analyst, where I manage multiple accounts and programs. In this role, I am responsible for creating workforce plans to ensure we have adequate staffing for both current and future needs. I also collaborate directly with clients to communicate staffing plans, discussing the pros and cons of various strategies for the upcoming year.
