Real Time Analyst
Ibex
Mar 2024 - Jun 2025 (1 year 4 months)
Monitored and analyzed KPIs in real time, improving response efficiency by 15% and reducing queue wait times. Streamlining internal reporting processes by improving document organization and communication flow Conducted intraday forecasting to align staffing with workload, achieving over 90% accuracy. Collaborated with cross-functional and multicultural teams to implement scheduling improvements, reducing coverage gaps. Partnered with operations and finance to align schedules with budget capacity plans, optimizing staffing. Presented performance insights to stakeholders and senior management for decision-making
