Responsible for monitoring and handling all queues to assure that complimentary courses of actions are taken on rosters and production floor in securing target metrics and service level stability/recovery. I am also assigned in monitoring agent activities ensuring their adherence to schedules and activity entries
On the reporting side, my deliverables include extracting and analyzing data as well as visualizing them through eye-catching dashboards that are still easy to digest from the user's end
I'm also well-versed in using Excel and other Microsoft softwares. I've created more than 20 excel templates for my previous employer which includes attendance and leave request report, metric and incentive files etc.
