Workforce Management professional with 16 years of experience in the BPO industry, with the majority of my career focused on Workforce Management. I started as a Technical Support Representative at SYKES, which gave me strong operational insight into frontline performance and customer expectations. I then progressed into a Real-Time Analyst role, where I managed intraday performance, schedule adherence, and service level targets.
Most recently, as a Workforce Management Analyst at Foundever, I handled forecasting, capacity planning, and client ramp strategies. I analyzed key metrics such as AHT, attrition, shrinkage, and service levels to build accurate staffing models and ensure operational efficiency.
