Strong expertise in workforce management and intraday performance monitoring. Proven ability to manage real-time adherence, optimize staffing levels, and ensure service level agreements (SLAs) are consistently met in high-paced environments. Skilled in using WFM tools such as NICE IEX, or Aspect to provide actionable insights and drive operational efficiency. Adept at communicating with operations, support teams, and leadership to adjust resources and mitigate performance risks.
