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Wendy Legarda

@wendylegarda

WFM Real-Time Supervisor at Entain NCH (BetMGM), leading 12 analysts and automating workflows for 24/7 multichannel operations.

Philippines

Message

At Entain NCH (BetMGM), I lead and develop a team of 12 Real-Time Analysts responsible for 24/7 queue monitoring and schedule adherence across chat, email, and call channels. I also work hands-on as a Real-Time Analyst, supporting the team during peak and critical periods.

Previously, as a Real-Time & Reporting Analyst at TELUS | 247 Intouch, I developed performance reports covering AHT, ASA, SLA, abandonment, and schedule adherence. I’ve designed automated workflows to streamline WFM operations, and I work across tools including NICE WFM, Power BI, and Amazon Connect.

Experience

Work history, roles, and key accomplishments

WFM Real-Time Supervisor

Entain NCH (BetMGM)

Jan 2025 - Dec 2026 (1 year 11 months)

Leading a team of 12 Real-Time Analysts for 24/7 queue monitoring and service level management across chat, email, and call channels. Coaching analysts, collaborating with Operations Analytics, and implementing automated workflows to improve reporting efficiency.

NICE (WFM)Power BI Amazon Connect Salesforce Zendesk Real time Monitoring Queue Management Schedule Adherence SLA Management Coaching Process Automation

Real-Time & Reporting Analyst

TELUS | 247 Intouch

Jan 2009 - Dec 2023 (14 years 11 months)

Developed comprehensive performance reports covering AHT, ASA, SLA, abandonment rates, and schedule adherence across multi-channel contact center operations. Provided real-time analysis to optimize WFM and Operations performance, supporting scheduling, routing, and adherence management.