I consistently analyze key performance metrics to develop and maintain workforce management models, including intraday and interval forecasts and capacity planning, so that Call Center's performance meets operational goals. ● Monitor daily call volumes, service levels, and other key metrics to recognize trends, changes, and risks to goal attainment and recommend mitigating actions to resolve deviations. ● Analyze and forecast call volume and staffing requirements to optimize staffing and improve service levels. ● Collaborate with operations and other business partners to develop and implement strategies that drive continuous productivity improvement. ● Design and implement staffing plans to support business objectives, including managing and forecasting headcount and attrition rates. ● Develop and optimize work schedules and make necessary adjustments as needed in Workforce Management software to ensure operational targets and service levels are met consistently by all team members. ● Prepare and present reports on workforce performance to management and other stakeholders. ● Maintain overall operational performance statistics and key performance indicators daily, weekly, and monthly (Service Level, Occupancy, Average Speed of Answer, Agent Handle Time, After Call Work, etc.) and report on outcomes.

My Education

Take a look at my formal education

Bachelor of Science - BS, COMPUTER SCIENCE AND INFORMATION SECURITY in CSJohn Jay College (CUNY) | 2025

Master's degree in Mathematical ModelingDonetsk National Technical University | 2008

About Me

I am an experienced Sales, Market, and Supply Chain Analyst with a strong track record of delivering key insights to improve and maximize performance and revenue for companies across multiple sectors.

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