WFM metrics, schedule adherence, forecast achievement, numerical literacy, utilization, service level occupancy, Root Cause Analysis

blue pumpkin , Statistical Analysis, Ms Excel, Verint, Aspect Impact 360, Avaya CMS Supervisor, Queuing Theory, ACD reporting tools, Erlang B C, Capacity utilization analysis, Ms Office Applications, FTE projection and calculation, IEX eWFM

WFM metrics, schedule adherence, forecast achievement, intraday performance management, numerical literacy, utilization, service level occupancy, Root Cause Analysis

Macros, Vba, Microsoft Excel, Real Time Logistics, Root Cause Analysis, Intraday Management, Contingency Mitigation, Crisis Liaison, ACD Workforce scheduling and forecasting tools

Microsoft Excel, real-time workforce management, Pulse Outbound Dialer, WFM planning, Analytical Skills