Workforce Management professional with nearly 2 years of experience as a Real-Time Analyst in a BPO environment, specializing in intraday queue management and operational performance monitoring.
Experienced in monitoring real-time queue performance, managing staffing adjustments, and ensuring operational KPIs such as billable hours utilization and interval compliance are maintained throughout the day.
Skilled in coordinating with operations teams to address staffing gaps, manage call volume fluctuations, and protect service level performance.
Core competencies include:
• Real-Time Queue Monitoring
• Intraday Workforce Management
• Billable Hours Optimization
• Interval Compliance Tracking
• Operational Reporting and Data Analysis
Currently seeking remote opportunities in Workforce Management where I can contribute to operational efficiency and performance improvement.
