Ifedayo Arowolo

I am an analytical and commercially focused Workforce Management and Real Time Analyst with hands-on experience across end-to-end workforce planning, including forecasting, capacity planning, scheduling, intraday management, resource optimisation and operational performance reporting within fast-paced contact centre environments. I am currently responsible for workforce forecasting, schedule creation and real-time operational management, using Verint WFM, SalesforceGenesys and Vonage to monitor live demand, optimise staffing levels and maintain service levels and operational KPIs. I am experienced in analysing forecast versus actual performance, identifying emerging trends and service risks, and providing actionable insight to operational stakeholders to support timely decision-making.

I am highly proficient in Advanced Microsoft Excel and Power BI, with additional experience in SQL, R, SPSS and Tableau. Skilled in transforming operational data into meaningful reports and dashboards that support performance management, resource planning and continuous improvement. I am confident and a collaborative professional who can manage competing priorities, make informed decisions under pressure and work effectively with Operations Managers, Team Leaders and wider stakeholders.

I have previous experience within an NHS-related customer service environment which provides additional understanding of delivering accurate, compliant and customer-focused services within a high-volume operational setting.

Workforce Optimisation Analyst at Dunelm Soft furnishing (2024-05 – Present)

• Own and maintain workforce forecasting processes to ensure accurate demand planning and alignment with operational capacity
• Manage end-to-end scheduling and rota creation using Verint WFM, ensuring appropriate staffing coverage across operational queues and supporting the achievement of service level objectives
• Lead real-time and intraday workforce management, continuously monitoring live contact volumes, staffing levels and operational performance and making timely adjustments in response to changing demand
• Monitor and manage key operational performance indicators including SLA adherence, service levels, occupancy, productivity, shrinkage and workforce performance
• Analyse forecast versus actual performance to identify demand trends, operational risks, resource gaps and opportunities for workforce optimisation
• Make informed real-time workforce decisions to balance customer demand, available resources and operational priorities while protecting service delivery and customer experience
• Produce accurate daily, weekly and ad-hoc workforce and performance reports using Advanced Excel and Power BI, providing operational stakeholders with clear and actionable performance insight
• Develop and maintain dashboards and reporting outputs to support visibility of operational performance, workforce utilisation and emerging service risks
• Work closely with Operations Managers and Team Leaders to understand operational requirements, communicate workforce risks and agree appropriate actions to maintain service delivery
• Use Salesforce and Vonage to monitor live customer contact activity, demand and workforce performance, supporting timely intervention where performance deviates from expected levels
• Identify and escalate service risks and operational exceptions, providing timely information to stakeholders to enable appropriate corrective action
• Monitor workforce availability and shrinkage, identifying potential impacts on service delivery and supporting appropriate resource-management decisions
• Continuously review workforce planning and scheduling processes, identifying opportunities to improve efficiency, workforce utilisation and operational coverage
• Support operational decision-making by translating workforce and performance data into clear recommendations for stakeholders
• Respond effectively to changing operational priorities and unexpected demand fluctuations within a fast-paced customer contact environment

Customer Service Administrator at Dunelm Soft furnishing (2022-10 – 2024-05)

• Handled customer queries, orders, and administrative tasks in a fast-paced retail environment
• Maintained accurate records across CRM and internal systems, ensuring data integrity and compliance
• Processed and updated customer orders, ensuring correct documentation and system accuracy
• Supported daily operational processes by prioritising workload and meeting service deadlines
• Communicated with customers and internal teams to resolve queries and provide updates
• Followed established procedures to ensure high standards of customer service and data quality

Data Analysis Internship at Upskill Digital (2022-05 – 2022-10)

• Analysed datasets to identify trends and provide insights to support decision-making
• Built dashboards and reports using Excel to present findings in a clear and actionable format
• Used SQL, Python, and R for data cleaning, validation, and analysis
• Applied statistical techniques to interpret performance trends and produce structured reports

Customer Service Administrator (NHS Track and Trace) at SERCO Group (2020-05 – 2022-05)

• Provided first point of contact to confirmed cases of Covid-19
• Collected and recorded accurate data/information of cases in line with GDPR
• Used Microsoft Excel and Google sheet for Data collection and manipulation
• Provided cases and their contacts with information and advice on self-isolation guidelines
• Reported any safeguarding issues that might be noticed during a call
• Escalated cases in line with standard operating procedures
• Worked as part of a team to achieve set KPIs

Sales Analyst / Customer Service Executive at Dangote Cement PLC (2013-04 – 2020-02)

• Designed, developed and presented detailed weekly and monthly sales report analysis using Microsoft Excel and PowerPoint
• Expert in generating graphs using MS Excel Pivot tables, extract data from existing data sources
• Developed and executed departmental reports for performance and response purposes using MS Excel
• Analysed customers behaviour by creating reports based on sales data from different regions
• Analysed data from multiple sources to provide insights into the company's performance and customer experience
• Created purchase orders for customers using SAP
• Communicated to customers about new and existing products both in writing and verbally
• Developed feedback or complaints procedures for customers to use

M.Sc in International Public Health – Liverpool John Moores University (2023)

Diploma in Data Analysis – Upskill Digital (2022)

Diploma in Social Sciences – London Institute of Business Studies (2021)

Certificate in Research skills – Unicaf University (2021)

B.Sc in Demography and Social Statistics – Obafemi Awolowo University (2010)