Extensive knowledge in Workforce Management as a whole from Planning (Forecasting volumes, Capacity plan, scenario models per budget requirements, hiring and maintianing rosters including management to fit cost, to budget and margins) to Scheduling (Mainitaning weekly forecast volume and recommending appropriate schedules to fit entery of service on an interval level. Manages leaves and Roster changes) to Real Time Analysis (Full monitoring of queues on an interval basis, managing staff requirements on a daily basis and recommendations to hit grade of service target / metrics).

Some of the systems that I have experiece on are Aspect, Nice, Verint and Shift Track. I have experiences in noble and also PowerBI source report data.

I am also an expert in generating and creating relevant reports whether it may be for performance metrics to present to client and maintaining data to ensure forecast will be close to accurate as it should be.