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
Power BI Skill
Analytical Thinking
Queue management
Workforce Management
Intraday Management
Data Analysis
Lean Six Sigma
Time Management
Teamwork and Collaboration
Multitasking Abilities
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 -