Data-driven Workforce Management Analyst with over 3 years of experience in BPO
operations. Specializes in real-time monitoring, scheduling, reporting, and performance
optimization. Proven ability to enhance SLA compliance through data visualization,
automation, and executive reporting. Adept at cross-functional collaboration and analyst
training. Seeking to apply deep WFM expertise in a challenging Senior Analyst role.
CORE SKILLS & TOOLS• Workforce Planning & Optimization• Real-Time Adherence & Queue Monitoring• SLA, AHT, Shrinkage & KPI Analysis• Forecasting & Schedule Management• Avaya, Genesys, NICE IEX• Power BI, Tableau, Microsoft Excel (Advanced)• Google Sheets, PowerPoint, Outlook• Automation Tools & Dashboards• Basic Web Development (HTML/CSS/PHP)
