Andrei R

For the first six months at Conduent, I worked as a Real-Time analyst, ensuring that key project KPIs, such as service level, intraweek and intraday productivity, were efficiently achieved, with a strong focus on optimizing occupancy. I was responsible for monitoring and adjusting real-time performance to ensure the team remained on track to meet these targets.

Afterward, I transitioned to the role of WFM Scheduler, where I created and maintained accurate agent schedules to ensure staffing coverage aligned with forecasted demand and performance targets.

Now, as a Workforce Management Planner, I am responsible for developing and maintaining accurate forecasts of call volumes and staffing requirements to optimize operational efficiency and ensure compliance with service level agreements (SLAs). I utilize NICE IEX for real-time monitoring and schedule management, while also leveraging advanced Excel skills (including macros and complex data analysis) to create detailed reports and optimize workforce allocation. Additionally, I create interactive dashboards and reports using Power BI to provide insights into performance trends and operational gaps. My work also involves collaborating with cross-functional teams and utilizing SharePoint for document management and communication. Through continuous analysis and data-driven decision-making, I support the improvement of team performance and the achievement of business goals.

I was a data entry operator, dealing with entering, validating and processing data in French.

I was dealing with market research, calling certain people to complete various surveys.