Analytical and results-driven Real Time Analyst with 2 years of experience and counting in workforce operations and 5 years of foundational expertise in Customer Service. Exposed in balancing service level targets with agent well-being by leveraging WFM software and live telephony monitoring. Proven track record of reducing shrinkage and optimizing floor occupancy through proactive intraday management. Combines a deep understanding of agent workflows with advanced data reporting to drive operational excellence.
