Summary
Overview
Work History
Education
Skills
Timeline
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Amanda Lunkqe

Real Time Administrator
1958, Bucklands Street, Mindalore, Krugersdorp

Summary

Dynamic Workforce Management professional with a proven track record at Merchants CX, adept at real-time monitoring and optimizing schedules. Leveraging strong communication skills and expertise in Avaya Verint, I enhanced service levels and customer satisfaction by effectively managing call traffic and resource allocation, driving continuous improvement across teams.

Overview

8
8
years of professional experience

Work History

WFM Scheduler

Merchants (Infinity)
11.2024 - Current
  • Developing and maintaining efficient schedules for contact centre Agents.
  • Identified best practices within the scheduling function, sharing these insights across teams to drive continuous improvement efforts.
  • Established and maintained strong working relationships with both internal and external stakeholders, facilitating open communication channels for improved collaboration.
  • Consistently met SLA by effectively allocating resources, tracking progress, and making necessary adjustments to schedules as needed.

Workforce Real Time Analyst

Merchants CX
04.2017 - Current
  • Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
  • Managed real-time inbound call traffic across multiple contact center locations.
  • Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
  • Prepared and maintained reports.
  • Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
  • Increased customer satisfaction scores by effectively managing the real-time queue, ensuring prompt response times to inbound calls.
  • Collaborated with operational supervisors and agents to identify opportunities for improvement
  • Managed shift bids, vacation planning, and overtime utilization

Education

High School Diploma -

Woodhurst Secondary School
Durban, South Africa
04.2001 -

Skills

  • Real-time monitoring and issue escalation
  • Ability to manage and optimize schedules
  • Strong communication and collaboration skills
  • Excellent communication and presentation skills
  • Experience with Avaya Verint, CMS and TeleOpti scheduling and telephony tools
  • Experience with WFM software and Erlang C calculators

Timeline

WFM Scheduler

Merchants (Infinity)
11.2024 - Current

Workforce Real Time Analyst

Merchants CX
04.2017 - Current

High School Diploma -

Woodhurst Secondary School
04.2001 -

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Amanda LunkqeReal Time Administrator