Ely J.
Mid-Level Workforce Management Analyst
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About
Ely J. is a seasoned Workforce Management Analyst with nearly four years of experience in managing high-volume BPO contact center operations instrumental in optimizing workforce efficiency through strategic Real-Time Analytics and comprehensive planning and scheduling. While at Concentrix, Ely J. managed a team of 500 agents, focusing on demand forecasting, shift design, and critical KPI control, including SL, ASA, AHT, and adherence. Fluent in using tools such as Verint WFO, Workforce CX, and Microsoft Excel, Ely brings expertise in data auditing and automation of executive reports. Her role extends to improving capacity planning by analyzing staffing requirements and mitigating under/overstaffing while supporting agent retention through coordinated recruitment and training initiatives. Real-time task coordination, effective management of intraday operations, and meticulous process documentation highlight her results-driven approach.
Experience
Workforce Management Analyst – Planning & Scheduling
Concentrix · 2023 — 2026Designed workforce schedules and allocated resources according to demand forecasting to ensure adequate coverage in high-volume operations. Analyzed capacity for under/overstaffing, considering absenteeism, leaves, and attrition to maintain Service Level targets. Projected demand volume using historical data and coordinated with Recruitment for strategic agent hiring by channel and shift. Audited and cleansed data in Verint WFO and Workforce CX to ensure accuracy in executive KPI reports. Evaluated operational KPIs, approved schedule change requests, and managed restrictions related to academic and medical conditions to support talent retention. Documented processes through SOP creation and facilitated training sessions for the operational team.Real-Time Analyst – WFM (RTA)
Concentrix · 2022 — 2023Monitored real-time metrics such as SL, ASA, AHT, and Adherence using Verint and Tableau dashboards to ensure compliance with SLAs. Managed intraday operations by reassigning agents, implementing queue skilling/unskilling, and redistributing workload to address operational deviations. Adjusted schedules in real-time for breaks, lunches, and non-productive activities based on fluctuations in volume. Compiled daily reports on performance, adherence, and unproductive time for management analysis. Escalated technical incidents to IT, created tickets in management systems, and tracked agent states through Slack.
Skills & Expertise
Education
- Technologist in Information Systems Analysis & Development (ADSI)SENA (National Learning Service) · — — 2024
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