To obtain a position with my 3+ years of experience as a
Workforce/Scheduling Analyst that will compliment and showcase my Experience,
Skills and my ambition to help the company succeed.
WORK EXPERIENCE
<!--[if gte vml 1]>
<![endif]--><!--[if !vml]--><!--[endif]-->Workforce
Rea----------- Analyst
Teleperformance (March 2022-present)
<!--[if !supportLists]-->• <!--[endif]-->Monitor
agent and campaign production in real-time in order to meet service goals.
<!--[if !supportLists]-->• <!--[endif]-->Provide
floor support to customer service representatives when necessary.
<!--[if !supportLists]-->• <!--[endif]-->Track
attendance of all employees as well as system event issues in order to
understand and report irregularities.
<!--[if !supportLists]-->• <!--[endif]-->Work
with client service teams to correct product issues in a timely manner.
<!--[if !supportLists]-->• <!--[endif]-->Create
dialing strategies to cope with changing business needs and maximize center
performance,<!--[if gte vml 1]>
<![endif]--><!--[if !vml]--><!--[endif]--><!--[if !supportLists]-->• <!--[endif]-->Develop
both short and long term staffing and scheduling strategies for optimum contact
center performance.
<!--[if !supportLists]-->• <!--[endif]-->Maintaining
the right headcount, calculating call capacity and ensure service level targets
are met.
<!--[if !supportLists]-->• <!--[endif]-->Weekly
and monthly creation and review intraday projections based on current staffing
on business goals and requirements.
<!--[if !supportLists]-->• <!--[endif]-->Work
with the operations team to create and follow Scheduling rules in line with the
business requirement.
<!--[if !supportLists]-->• <!--[endif]-->Support
the existing leave management process and ensuring that the schedules are
updated on the tool accordingly.
SKILLS
Working Knowledge Of Avaya CMS,
CISCO,
IEX, WFM Tools Proficient in MS Office - MS
Excel,
Formulas, pivot Tables,
Creating Reports, Charts & Graphs, MS Word, and MS PowerPoint
