Open to opportunities

Emihle Sokatsha

@emihlesokatsha

Message

Workforce Management Analyst with a passion for data analytics and operations support.

South Africa

Message

What I'm looking for

Seeking a challenging role that leverages my analytical and technical skills to drive business growth and process improvements, with opportunities for continuous learning and professional development.

As a detail-oriented and analytical professional, I leverage my expertise in workforce management, data analytics, and operations support to drive process improvements and enhance productivity. With experience in the BPO industry, I excel in providing real-time support, conducting comprehensive data analysis, and streamlining processes for staff allocation and workload management.

With a strong background in customer service, I possess excellent communication skills, empathy, and a customer-centric approach. I am committed to continuous learning, attending workshops and training to enhance my professional competencies.

I am proficient in a range of tools, including Microsoft Office Suite, Amazon Connect, Salesforce, Five9, Calabrio, and Workforce.com. I am excited to bring my skills and experience to a dynamic and innovative environment.

Experience

Work history, roles, and key accomplishments

Current

Workforce Management Analyst

Current

Dash BPO

Nov 2023 - Present (1 year 7 months)

Reported on daily attendance, ensured compliance with service level goals, and provided real-time support during high-volume periods. Conducted data analysis to identify opportunities for process improvement in workforce management.

Microsoft Office Suite Amazon Connect Salesforce Five9 Workforce Management Data Analysis Support Management

Customer Service Agent

Dash BPO

Jul 2023 - Nov 2023 (4 months)

Demonstrated empathy in handling difficult situations, maintained professionalism, and clearly communicated product features and benefits to customers.

Communication