Skills
Accounting > Financial Accounting > Planning
5-10 Years
Team Leadership
5-10 Years
Forecasting
5-10 Years
Analytics
5-10 Years
Workforce Management
10+ Years
Schedule Management
10+ Years
Verint
5-10 Years
- Customer Service
10+ Years
Reporting
5-10 Years
Call
10+ Years
Database Management
5-10 Years
Escalation Management
5-10 Years
Coaching and Mentoring
5-10 Years
Avaya
2-5 Years
CRM & Tools
5-10 Years
Experience highlights
Scheduling Analyst (LOB-Based)
Teleperformance
·
August/2026
–
/
Run headcount audits and maintain roster database. Generate agent schedules, update interval plans, and process schedule change requests through web tools and email.
Hybrid/POC, Workforce Analysts
Teleperformance
·
January/2025
–
Present
Primary point of contact for workforce analysts. Handled escalations, managed weekly schedules, and collaborated on business planning with operations leadership.
Workforce Management Analyst
Teleperformance
·
January/2021
–
Present
Forecasted call volume and built staffing plans. Delivered real-time reports on AHT, ACW, SLA, and attendance. Tracked occupancy and handled business needs in real time.
Team Manager
Teleperformance
·
January/2015
–
Present
Supported production agents on floor. Monitored metrics, managed attendance, ran coaching sessions, and analyzed performance trends to drive goal attainment.
General Care Senior Representative
Alorica
·
January/2012
–
Present
First point of contact for training and production agents. Managed escalated calls, monitored agent activity with CMS, and provided side-by-side coaching.
