At Firstsource Solutions Ltd, I manage real-time workforce operations for a 500+ agent voice and multi-channel service process. I monitor staffing, service levels, schedule adherence, and occupancy using IEX Workforce Management, then make intraday adjustments to address staffing gaps and unexpected volume changes.
I prepare workforce reports in Advanced Excel and conduct root cause analysis for service-level deviations. I also provide staffing recommendations to Team Leaders and Operations Managers, and have trained newly hired Real-Time Analysts; I received the Best Support – WFM award twice.
