At Quantanite, I monitor intraday performance across queues and agents, adjust schedules and staffing, and share performance outlooks with operational stakeholders and clients. I also track shrinkage and update schedules to support service level targets.
At Merchants BPO, I worked as a Real-Time Analyst, producing performance reports and optimizing schedules based on call volumes. Earlier, I handled inbound customer queries about network services and marketing information, recorded interactions, and escalated complex complaints.
