Junalyn Bascug
Real Time Analyst
Tanauan
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
6
6
years of professional experience
Work History
Workforce Real Time Analyst
DME Service Solution
06.2023 - Current
- Participated in cross-departmental meetings to align workforce management objectives with overall business goals, fostering a cohesive organizational strategy.
- Performed ad hoc reporting using Power BI Dashboard and analysis to improve overall performance of call center and enable strong understanding of business.
- Provided valuable insights on call center operations; helping managers make informed decisions regarding staffing requirements.
Workforce Real Time Analyst
TSD Global
11.2021 - 03.2023
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Balanced workload distribution among employees according to skill sets; leading to improved individual performance metrics.
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
Workforce Real Time Analyst
Concentrix
08.2020 - 11.2021
- Enhanced scheduling accuracy by monitoring call volumes and adjusting staffing levels accordingly.
- Streamlined the daily functions for better efficiency, implementing new scheduling software for workforce optimization.
Real Time Analyst
Concentrix
02.2018 - 08.2020
- Maximized agent adherence to schedule by implementing real-time adjustments based on call volume fluctuations.
- Monitored real-time adherence rates, identifying potential risks to service delivery goals and taking corrective actions when needed.
Education
Bachelor of Science - Civil Engineering
Technological Institute of The Philippines
Manila, Metro Manila, Philippines 04.2001 -
Skills
Microsoft Excel Skill
Timeline
Workforce Real Time Analyst
DME Service Solution
06.2023 - Current
Workforce Real Time Analyst
TSD Global
11.2021 - 03.2023
Workforce Real Time Analyst
Concentrix
08.2020 - 11.2021
Real Time Analyst
Concentrix
02.2018 - 08.2020
Bachelor of Science - Civil Engineering
Technological Institute of The Philippines
04.2001 -
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