Results-driven Real-Time Analyst with 3 years of experience optimizing staffing levels and enhancing operational efficiency. Detail-oriented, with a strong focus on maintaining the integrity of data entered into spreadsheets (Excel) and WFM tools.
Monitored real-time call center performance and agent activity, delivering actionable feedback to boost efficiencyDirected call volume distribution to maximize agent utilization and meet service level targetsConducted routine audits to ensure agent schedule adherence and operational consistencyOversaw daily attendance, break schedules, and workforce adjustments to maintain seamless shift executionUtilized workforce management tools to forecast staffing needs and balance resources in real timeGenerated performance, attendance, and productivity reports to guide operational decisionsTrained and mentored onboarding Real-Time Analysts to ensure smooth role transition and alignment with KPIs
