Freelance Workforce Management / Real-Time Analyst
I am a Workforce Management / Real-Time Analyst with BPO experience, specializing in intraday management, real-time monitoring, and performance reporting. I help contact centers and operations teams maintain service levels, control staffing, and make data-driven decisions.With hands-on experience in high-volume environments, I understand how critical occupancy, utilization, SLA, ASA, and adherence are to daily operations. I don?t just monitor numbers ? I translate data into actionable recommendations that improve efficiency and reduce cost.
What I Can Help You With?
Real-time monitoring of queues, volumes, and agent performance
Intraday performance analysis and action planning? SLA, ASA, abandonment, occupancy, and utilization tracking? Schedule adherence and shrinkage analysis? Daily / weekly / monthly performance reports? Excel-based dashboards and automated trackers? Workforce and operations support for call centers or virtual teamsTools & Skills? Advanced Microsoft Excel (formulas, pivot tables, dashboards; basic macros)
