I work as a Real-Time Analyst with a strong background in both live queue management and frontline support. I monitor call center activity throughout the day—tracking volumes, agent availability, and service levels—to make sure we’re staying on target. When things shift, I help adjust staffing or routing to keep performance steady. Before moving into real-time, I spent time on the phones and handling email support, so I understand what it’s like on the front lines. That perspective helps me make decisions that support both customers and agents. Whether it’s managing intraday performance or stepping in with hands-on support, I’m all about keeping operations smooth and responsive.
