Emily Yoo
@emilyyoo
Operations & Workforce Management Analyst improving contact center stability through real-time service optimization.
United StatesWhat I'm looking for
I’m an Operations & Workforce Management Analyst with 15+ years of experience supporting global contact center operations, real-time service management, workforce planning, incident management, and operational support at Visa.
In my current role as an Operations Support Center (OSC) Analyst, I provide real-time operational support across multiple functions by monitoring queue performance, workflow activity, service levels, and operational health to ensure stability and responsiveness.
I specialize in troubleshooting workflow, system, and ticket-related issues—investigating, documenting, prioritizing, and resolving incident tickets while coordinating timely resolution with technical and operational teams. I also analyze performance trends to identify process improvement opportunities that enhance efficiency and reduce operational risk.
Previously, as a Command Center Analyst (2013–2023), I monitored global contact center operations in real time to consistently meet service level objectives. I used tools including Genesys and Tableau, executed real-time schedule adjustments, and coordinated overtime, VTO, and resource allocation decisions to maintain service stability and support contingency planning across teams.
Experience
Work history, roles, and key accomplishments
Provide real-time operational support for customer service and business operations, including monitoring queue performance, workflows, and service levels. Troubleshoot ticket- and system-related issues, manage incident tickets, and support operational documentation and continuity during outages and high-volume events.
Monitored global contact center operations in real time to ensure service level objectives were met. Used Genesys, Tableau, Pulse, and CME/WFM tools to track staffing and performance metrics, adjust schedules and staffing, and coordinate contingency and resource allocation decisions.
Developed and maintained employee schedules and workforce plans for multi-site contact center operations. Supported forecasting, scheduling, PTO approvals, overtime planning, and workforce inquiries while producing productivity and performance reporting for leadership.
Supported domestic and international Visa cardholders via phone, email, and fax, including processing emergency card service requests and law enforcement inquiries. Assisted with fraud prevention by monitoring and analyzing fraud trends, and later served as a Team Lead supporting training and operational support activities.
Provided administrative support including data entry, filing, records management, and office coordination. Assisted faculty and staff with departmental administrative functions.
Education
Degrees, certifications, and relevant coursework
University of Maryland Baltimore County (UMBC)
Bachelor of Arts, Information Systems
Earned a Bachelor of Arts in Information Systems from the University of Maryland Baltimore County (UMBC).
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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