WFM Business Analyst| Data Analysis | Call Center Optimization
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You can get a calculation of headcount required for your call center.
I can go fishing for you
I am an intelligent, proactive, and dedicated professional with extensive experience in Workforce Management and Call Center operations. My expertise lies in identifying efficiencies and problem areas within data streams, meticulously tracking, analyzing, and reporting on performance metrics for call centers and agents. I excel at programming and analyzing schedules to ensure service level commitments are met and have a proven track record of redesigning processes to improve efficiency and response time. Beyond WFM, I bring strong leadership skills, honed from managing production teams of 20+ people, and significant experience in sales, where I consistently exceeded targets by over 20%. I am adept at communicating complex data needs to various business lines and fostering a positive customer experience. My background also includes front-desk management, marketing management, and specialized skills in social media marketing, SEO, and ISO 9001 auditing. I am bilingual in Spanish and English, making me an effective communicator across diverse environments.