I am with the WFM Department for almost 6 years. I was a Real-Time Analyst for 3 years supported 2 projects, with both had Service Level as their main KPI. Monitoring queues, agents’ schedule, and per-interval attendance are also part of my day-to-job. Presently, I am a WFM BARC Senior Analyst running 3 years. We serve as a mediator and provides strategic recommendations to the organizations and responsible for informing the stakeholders about IT-Related I-----------, Emergency, Crisis, Events, and Outages. Our main goal is to ensure Business Continuity for the clients.
