Miguel - Workforce Management Analyst with 5+ years in contact center operations

Applied in monitoring adherence, optimizing staffing, and generating performance reports in contact center settings.

Experienced in surveilling queue performance and intraday metrics to ensure operational standards.

Proficient in using Excel, Google Sheets, and BI tools for performance tracking and reporting.

Provided support through multiple channels with conflict resolution and empathy in customer interactions.

Monitor real-time adherence and intraday performance across multiple teams and queues., Provide proactive alerts and staffing adjustments to support service level goals., Collaborate with team leaders and managers to ensure optimal scheduling coverage., Generate intraday and end-of-day reports...

Monitored real-time adherence across multiple teams and queues in a high-volume environment., Collaborated with team leaders and operations managers to optimize staffing and coverage., Created and delivered daily performance reports using Excel, Google Sheets, and BI tools., Detected...

Supported the real-time team as a backup analyst during high-volume shifts., Learned the fundamentals of queue management, shrinkage control, and intraday tracking.

Provided customer support through multiple channels, applying conflict resolution and empathy., Recognized for de-escalating difficult interactions and meeting performance goals.