Excel Specialist [ Workforce Planner & Real Time Analyst || Catalog Specialist ]

Administrative and operations management professional with experience supporting business and BPO environments through structured administrative control, workforce coordination, and operational oversight. Demonstrated capability in managing employee time and attendance records with accuracy, policy compliance, and attention to operational detail. Experienced in schedule coordination, real-time adjustments, and communication of staffing or operational changes to employees and supervisors. Skilled in contingency planning, issue resolution, and administrative problem-solving to ensure continuity of operations during staffing gaps, peak periods, or unexpected disruptions. Strong collaboration with leadership and management teams to support operational objectives through accurate documentation, performance reporting, and administrative governance. Proven ability to streamline administrative processes, improve reporting efficiency, and maintain alignment between day-to-day operations and organizational goals.

Data analytics professional with experience supporting operational and workforce decision-making in contact center and BPO environments. Strong background in analyzing workforce and operational metrics to improve efficiency, service levels, and overall performance. Experienced in interpreting complex datasets, including productivity metrics, schedule adherence, occupancy, and service level indicators, to identify trends, risks, and optimization opportunities. Skilled in translating raw data into actionable insights that support workforce planning, real-time operations, and management decision-making. Proficient in developing structured reports and visual dashboards for daily, weekly, and monthly performance tracking using Excel and Power BI. Experienced in presenting analytical findings to stakeholders and leadership teams to support data-driven strategies, performance improvement initiatives, and operational targets.

Workforce Management professional with experience supporting contact center and BPO operations through structured workforce planning, real-time operations, and performance monitoring. Background includes optimizing staffing models to ensure coverage, efficiency, and service level compliance. Experienced in real-time monitoring, schedule creation, adherence tracking, and intraday management to address staffing gaps and operational risks. Proficient in leveraging workforce management and productivity tools, including Teramind, ActivTrak, Hubstaff, and WFM platforms, to analyze agent performance, identify inefficiencies, and support corrective actions. Demonstrated success in improving schedule efficiency and workforce productivity through data-driven analysis and close collaboration with operations and leadership teams. Skilled in translating workforce data into actionable insights that support service level targets, operational stability, and continuous improvement initiatives.

Advanced Microsoft Excel user with extensive experience supporting workforce management, real-time operations, and administrative reporting requirements. Proven ability to design structured, high-accuracy reports and dashboards tailored to operational and performance monitoring needs. Highly skilled in formulas, pivot tables, charts, and conditional formatting to analyze large datasets and track key performance indicators, including productivity, schedule adherence, occupancy, and service level performance. Experienced in building automated and standardized Excel templates that streamline reporting workflows, reduce manual effort, and improve data accuracy across daily, weekly, and monthly reporting cycles. Strong capability in transforming raw operational data into clear, actionable insights through well-structured reports that support decision-making, workforce planning, and operational strategy. Frequently leveraged as a reporting and analytics resource to improve efficiency, consistency, and visibility across teams.