IvetteDe - Workforce Management Analyst with 5+ years in call center operations

Santo Domingo, Nacional, Dominican Republicen

Enhanced scheduling efficiency by analyzing workforce data and forecasting future trends.

Supervised daily operations, improving team productivity and ensuring compliance.

Published on CazVid

Summary

Dedicated professional with over 5 years in workforce management, operational supervision, and data analysis. Proven ability to optimize schedules, lead teams, and improve efficiency across call center functions.

Key Achievements

Mentored junior staff and collaborated across departments to streamline workflows.

Skills

Workforce ManagementExpert

Expertise in managing staff schedules, analyzing data patterns, and optimizing resource allocation.

Data AnalysisAdvanced

Skilled in creating reports and monitoring performance metrics to support operational decisions.

Team Supervision and LeadershipAdvanced

Experience supervising operations, mentoring staff, and conducting performance evaluations.

Process OptimizationIntermediate

Implemented workflow improvements and streamlined procedures to enhance team efficiency.

Microsoft ExcelExpert

Proficient in data compilation, analysis, and reporting within Excel for workforce planning.

Languages

English(Full Professional)Spanish(Native or Bilingual)

Experience

WFM Analyst

Teleperformance

2022 - Current

Analyzed workforce data to identify trends and improve scheduling efficiency., Assisted in creating reports to monitor performance metrics and operational effectiveness., Supported cross-functional teams with data analysis for workforce planning initiatives., Collaborated with management to develop...

Supervisor

Teleperformance

2018 - 2022

Supervised daily operations, ensuring compliance with company policies and procedures., Trained and mentored new team members on operational best practices., Streamlined workflow processes, enhancing team efficiency and productivity., Conducted performance evaluations, providing constructive...