Experience

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  Teleperformance

  Jan 2015 - Sept 2021

  Workforce real time analyst
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  Webhelp onelink

  Nov 2021 - May 2023

  Workforce management analyst
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  Dollarcity

  May 2023 - now

  Wfm sr. analyst at dollarcity/dollarama

  I am specialized in creating call flow projections based on historical trends. My main responsibility is to calculate the optimal staffing levels for operations, aiming to maximize resource efficiency. Additionally, I design strategic schedules for the team, always focused on optimizing operational performance.I consistently generate reports based on daily advisor behavior, providing valuable recommendations to the Support Center. I maintain a continuous focus on improving efficiency while ensuring high-quality call interactions. Show less