WFM Analyst | Real-Time Queue Management | Reporting & Data Analysis

I help businesses manage operations efficiently through Workforce Management (WFM), real-time monitoring, reporting, and data analysis.

With years of experience as a Real-Time Analyst in high-volume customer support environments, I specialize in:

• Real-time queue monitoring
• SLA and ASA management
• Intraday staffing adjustments
• Workforce coordination
• Performance reporting and analysis
• Excel and Google Sheets reporting
• Operational support and escalation management

I’ve worked closely with Operations Managers, Team Leaders, and Planning teams to improve staffing efficiency, reduce service level risks, and maintain operational stability during volume spikes and outages.

I am highly analytical, detail-oriented, and comfortable working independently in fast-paced remote environments.

Tools & Platforms:
• Excel (Advanced)
• Google Sheets
• Power BI (Basic to Intermediate)
• SQL (Basic)
• Zendesk / CRM tools
• Workforce Management tools
• Reporting dashboards

Why clients work with me:
• Strong English communication
• Reliable and responsive
• Business-minded and data-driven
• Experienced with remote operations
• Focused on accuracy and results

I am currently looking for a long-term full-time remote role where I can contribute through operations support, workforce management, reporting, and process improvement.