Played a vital role in conducting in depth data analysis and identifying trends for precise resource planning
Identified opportunities for continuous improvement and participated in creating ad-hoc schedules and business analysis
Oversaw the monthly, weekly and daily operation rhythm for workforce management and developed a common framework to enhance contact center efficiencies
Monitored and analyzed volume patterns, real time activity, made adjustments as needed to optimize departmental efficiency
Managed resource capacity based on volume trends, stakeholder demand changes, business environmental shifts and resource utilization
Conducted daily investigation and analyzed complex data sets to produce insights and reports for Management, driving strategic improvements in operations
Oversaw workforce and scheduling to align with forecasted demands
Skills :
Volume analysis
Workforce planning & management
Workforce Management reports
Data analysis and reporting
Scheduling and optimization
Workforce Management reports Accuracy and precision
Accuracy and precision
Preferred candidate profile: : MIS reporting, PPT presentations, Advance Excel.