Hi, my name is Juliepe. I have been a member of the Workforce Management team as a Real-Time Analyst (RTA) since June 2021. In this role, I am responsible for monitoring intraday performance, ensuring schedule adherence, managing real-time staffing levels, and coordinating immediate actions to address service level concerns. I work closely with operations, support, and other WFM functions to maintain optimal coverage and service delivery.
In addition to my experience in WFM, I bring an intensive background in customer service. This has given me a strong foundation in communication, problem-solving, and client satisfaction, which enhances my ability to anticipate operational needs and act swiftly to support both agents and business goals.
