Associate Real Time Analyst | Operations VA
Philippines
Results-driven Operations and Workforce Management Professional with over six years of progressive experience supporting high-volume BPO environments, specializing in real-time operations, KPI reporting, and performance optimization. Currently serving as a Real-Time Analyst at Concentrix, I lead queue monitoring initiatives to ensure SLA compliance, deliver interval and executive-level performance reports, and provide actionable staffing and shrinkage analysis that supports business continuity and operational efficiency. My background includes managing workforce analytics, schedule adherence, and headcount reporting at Sitel, where I contributed to improved service performance through data-driven decision-making. Prior to workforce management, I built a strong foundation in customer experience as a Technical Support Specialist and Subject Matter Expert, handling complex escalations, mentoring agents, and driving improvements in AHT, CSAT, and quality metrics. I began my career as a Customer Service and Sales Agent at Alorica, consistently exceeding KPIs while strengthening customer retention and revenue growth. My expertise includes advanced Microsoft Excel reporting, KPI dashboard creation, SLA management, attendance and shrinkage analysis, operational forecasting support, remote team coordination, and process improvement. Recognized for analytical thinking, accuracy, and leadership support capabilities, I bring a strategic and data-driven approach to optimizing workforce performance and delivering executive-ready insights that enhance productivity and service excellence.
Concentrix , full_time
Jan 2023 to Feb 2026
Real-Time Analyst | Concentrix (2023–Present) • Monitor real-time queues and service levels to ensure SLA targets are met • Track call volume, AHT, staffing levels, and adherence in live operations • Perform shrinkage and attendance analysis to optimize workforce allocation • Generate interval, daily, and executive-level performance reports • Provide actionable insights and recommendations to Operations Leaders • Coordinate with WFM and Operations teams for staffing adjustments • Support business continuity through data-driven decisions
Sitel, full_time
Sep 2021 to Jan 2023
Real-Time Analyst | Sitel (2022–2023) • Monitor queue health and manage staffing adjustments in high-volume accounts • Analyze headcount requirements and workforce metrics • Ensure schedule adherence and compliance • Prepare workforce and KPI performance reports for leadership review • Identify service risks and recommend corrective actions • Support forecasting and capacity planning activities
Sitel, full_time
Sep 2018 to Feb 2022
Technical Support / Subject Matter Expert | Sitel (2018–2022) • Handle complex customer escalations and service recovery cases • Provide advanced troubleshooting and technical assistance • Coach and mentor agents to improve AHT, CSAT, and quality scores • Assist operations leaders in performance reporting and metric tracking • Conduct knowledge-sharing sessions and process updates • Support quality assurance and continuous improvement initiatives
Alorica, full_time
Oct 2016 to Nov 2018
Handle inbound customer inquiries related to billing, accounts, and services • Resolve customer concerns efficiently while maintaining high CSAT • Achieve and exceed sales and performance KPIs • Upsell and cross-sell products/services to drive revenue growth • Maintain accurate documentation of customer interactions • Build strong customer relationships to support retention efforts