I will optimize your contact center workforce management and sla

Zoya

Pakistan

I speak Urdu, English

Workforce Management

I’m a Workforce Management and Real-Time Analysis (RTA) supervisor at Ibex Global, Lahore. I support ride-hailing and digital service brands including TEMU, BOLT and Careem (UAE and Pakistan). I’ve le...
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About this Gig

Struggling with long wait times, missed SLAs or uneven agent utilization? I help contact centers and support teams run smoother, more predictable operations.

What you get:

  • Review of your SLA, KPIs and queue performance
  • Real-time analysis of queue trends, patterns and optimization opportunities
  • Staffing, scheduling and agent utilization analysis
  • Adherence and productivity insights
  • Clear reports and dashboards in Power BI or Excel
  • Practical recommendations based on the Genesys framework

Why work with me:

Im a Workforce Management and Real-Time Analysis (RTA) supervisor at Ibex Global, Lahore. Ive worked on accounts including TEMU, BOLT and Careem (UAE and Pakistan) and have managed a team of real-time analysts. I turn live data into clear decisions so your queues stay healthy and your agents stay productive.

Before you order:

Please message me with your team size, channels (voice, chat, email) and your current challenges so I can recommend the right package.


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optimize your contact center workforce management and sla
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Domain:

Data

Industry:

E-Commerce

•

Transportation & automotive

Language:

English

•

Urdu

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