Christian Daniel Torres
@christiandanieltorre
Experienced Real-Time Analyst with a focus on workforce optimization.
ZimbabweWhat I'm looking for
As an experienced Real-Time Analyst (RTA), I have developed a strong background in workforce management, real-time monitoring, and performance optimization. My expertise lies in ensuring SLA compliance and making data-driven decisions that enhance process efficiency. I thrive in collaborative environments, working closely with cross-functional teams to optimize workforce efficiency and improve key performance indicators (KPIs).
In my current role at Telus International, I monitor real-time workforce performance across multiple regions, analyze data trends, and implement immediate actions to boost productivity. My previous experience at Transcom allowed me to maintain 100% SLA compliance while designing dashboards for performance tracking. I take pride in my ability to prepare detailed performance reports that support strategic decision-making and drive operational improvements.
Experience
Work history, roles, and key accomplishments
Real-Time Analyst (RTA)
Telus International
Jul 2024 - Present (11 months)
Monitor real-time workforce performance to ensure SLA compliance across US, EU, and PH teams. Analyze real-time data trends and implement immediate actions to optimize productivity. Collaborate with operations leaders and stakeholders to resolve workflow issues and improve efficiency.
Real-Time Analyst (RTA)
Transcom
Aug 2021 - Jul 2024 (2 years 11 months)
Managed real-time adherence and operations, ensuring 100% SLA compliance. Designed and maintained dashboards for workforce tracking and performance monitoring. Partnered with team leads to optimize agent productivity and enhance the customer experience.
Quality Assurance Specialist
Zuitt
Nov 2019 - Jul 2020 (8 months)
Conducted quality audits to ensure compliance with service standards. Identified and resolved operational inefficiencies, leading to improved KPIs.
Education
Degrees, certifications, and relevant coursework
Asian College of Aeronautics
Aircraft Maintenance Technology
Studied Aircraft Maintenance Technology, focusing on the principles and practices necessary for maintaining and repairing aircraft.
Zuitt
Web Development
Completed a program in Web Development, gaining skills in programming, web design, and application development.
Tech stack
Software and tools used professionally
Availability
Location
ZimbabweAuthorized to work in
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