z
zoya_hafeez

Zoya

@zoya_hafeez

Workforce Management

Pakistan
Anglais, Ourdou
Certaines informations sont présentées en anglais.
À propos de moi
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.... Plus d’infos

Compétences

z
zoya_hafeez
Zoya
hors ligne • 
Temps de réponse moyen de 1 heure

Voir mes services

Gestion de projet
I will optimize your contact center workforce management and sla
De30 $US / projetPlus de détails

Expérience professionnelle

ibex

Workforce Management Lead

ibex • Temps plein

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.