Data-driven Workforce Management Analyst with over 2 years of experience in high-volume BPO environments. Skilled in real-time monitoring, workforce planning, KPI reporting, and service level management. Proficient in Microsoft Excel, NICE IEX, CMS Avaya, and reporting tools to analyze performance trends and support operational decision-making. Strong problem-solving, stakeholder coordination, and communication skills with a proven ability to optimize staffing, improve efficiency, and ensure SLA achievement.
