Nubia - Workforce Coordinator and Team Leader with expertise in operational efficiency

Utilized tools to forecast workload, analyze call trends, and optimize staffing levels.

Led and mentored teams, conducted performance evaluations, and ensured KPI adherence.

Provided over-the-phone and video interpretation services while maintaining industry confidentiality.

Monitored operational performance and facilitated process improvements in call centers.

Monitor and analyze call volume trends to optimize staffing and scheduling., Utilize workforce management tools to forecast workload and maintain efficiency., Collaborate with leadership to develop workforce strategies that enhance productivity., Provide real-time adjustments to schedules based on call flow and business needs., Assist in process improvements to optimize operational performance.

Led a team of new hired employees, ensuring KPIs and service level agreements were consistently met., Provided coaching, feedback, and performance evaluations to improve team productivity., Conducted call monitoring and quality assurance to enhance customer interactions., Managed schedules, attendance, and performance metrics to align with company objectives.

Provided over-the-phone (OPI) and video remote (VRI) interpretation services in medical settings., Facilitated effective communication between healthcare providers and patients., Maintained confidentiality and professionalism while adhering to industry regulations.