Workforce Management Analyst | Scheduling & Reporting Specialist | Verint | Genesys | Excel | Open to Remote Work
I am a Workforce Operations Analyst with experience in scheduling coordination, real-time monitoring, and reporting support within a fast-paced operations environment. My expertise includes managing workforce scheduling, monitoring attendance and adherence, updating reports using Microsoft Excel and supporting daily operational needs using workforce management tools such as Genesys and Verint. I am highly organized, detail-oriented, and comfortable handling time-sensitive responsibilities. My background has strengthened my ability to work independently, manage multiple priorities, and ensure operational efficiency. I am currently seeking remote opportunities as an Operations Virtual Assistant, Scheduling Assistant, Reporting Assistant, or Administrative Virtual Assistant where I can contribute my skills and continue to grow professionally.
IHG Hotels & Resorts
• Monitor real-time service levels, queue performance, and agent adherence to maintain KPIs and SLAs. • Analyze performance data and escalate operational risks with actionable recommendations. • Generate workforce reports and insights to support staffing decisions. • Manage staff schedules, intraday adjustments, and exception tracking. • Coordinate with Operations and Global Workforce teams to align staffing with demand. • Support payroll through accurate attendance and schedule reporting.