At IBEX Global, I monitor call queues and agent activity in real time to help protect service levels and revenue targets across U.S.-client campaigns. I identify gaps between forecasted and actual volume and recommend staffing and schedule adjustments.
I build and analyze daily performance reports that surface trends and give managers actionable insights. I also partner with operations managers and team leads to adjust workflows and communicate changes quickly.
Earlier at IBEX Global, I supported U.S.-based customers and served as Acting Team Lead, mentoring colleagues and completing quality call evaluations. At Advantage Call Center, I handled inquiries, ticketing, reservations, and issue resolution for the SeaWorld account.
