Senior Workforce Planning Analyst
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As a Senior Workforce Planner, I support the strategic and operational planning of the contact center workforce, ensuring optimal service levels, customer satisfaction, and cost efficiency. I leverage my data analysis and business process modeling skills to provide insights and recommendations on capacity, staffing, scheduling, and performance improvement.
With over eight years of experience in the banking industry, I have developed and managed various workforce management functions and projects, such as forecasting, real-time analysis, reporting, and operations management. I have also participated in the technology and service delivery activities, such as migration, upgrade, testing, and training of the contact center systems and applications. I am passionate about enhancing the customer experience and driving business outcomes through effective workforce management.
As a Senior Workforce Planner, I support the strategic and operational planning of the contact center workforce, ensuring optimal service levels, customer satisfaction, and cost efficiency. I leverage my data analysis and business process modeling skills to provide insights and recommendations on capacity, staffing, scheduling, and performance improvement.
With over eight years of experience in the banking industry, I have developed and managed various workforce management functions and projects, such as forecasting, real-time analysis, reporting, and operations management. I have also participated in the technology and service delivery activities, such as migration, upgrade, testing, and training of the contact center systems and applications. I am passionate about enhancing the customer experience and driving business outcomes through effective workforce management.
Sheridan College - Mississauga Sep-2023
PGDM - Business Analysis and Process Management
