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Italiano
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USD
Zoya
@zoya_hafeez
Workforce Management
Pakistan
Inglese, Urdu
Chi sono
I’m a Workforce Management and Real-Time Analysis (RTA) supervisor at Ibex Global, Lahore. I support ride-hailing and digital service brands including TEMU, BOLT and Careem (UAE and Pakistan). I’ve led a team of real-time analysts and worked with service level management, Genesys, and productivity optimization. I turn live data into clear decisions, so your queues stay healthy and your agents stay productive..Feel free to drop your messages for your needs. Your desired product at your doorstep.
Competenze
Zoya
offline •
Tempo di risposta medio: 1 ora
Consulta i miei servizi
Gestione progetti
I will optimize your contact center workforce management and sla
Esperienza lavorativa
Workforce Management Lead
ibex • Full time
Dec 2022 - Present • 3 yrs 10 mos
Supervise workforce management and real-time analysis (RTA) for ride-hailing and e-commerce accounts including TEMU, BOLT and Careem (UAE and Pakistan). Lead a team of real-time analysts, monitor live queue data to spot trends and risks, protect service levels (SLA), and improve agent productivity and adherence. Work with the Genesys framework and build reports in Power BI and Excel. Also part of Ibex’s Red Club, organizing employee engagement and CSR events.
