Lufuno Pearl Munyai
Real Time Analyst
Johannesburg
Summary
Knowledgeable Workforce Analyst successful gathering, reviewing and modeling information to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities. Over 8+ years of experience in workforce assessment.
Focused on maintaining optimal coverage and service levels. Effective at training new employees on regulations, monitoring patterns and handling schedule requests. Writes reports, updates spreadsheets and produces forecasts.
Overview
14
14
years of professional experience
7
7
years of post-secondary education
Work History
Workforce Real Time Analyst
Innovation Group
Johannesburg
06.2021 - Current
- Prepared and maintained reports, dashboards and monthly packages.
- Optimized schedules, forecasts and other tools to present to management.
- Provided training on dashboard and package development to team members and management.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Managed real-time inbound call traffic across multiple contact center locations.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- 'Managed over 5000 customer calls per day.
- Managed real-time inbound call traffic across multiple contact center locations
- Optimized schedules, forecasts and other tools to present to management
- Prepared and maintained reports, dashboards and monthly packages
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business
Workforce Real Time Analyst (Supervisor)
Call Force
Johannesburg
02.2019 - 05.2021
- Prepared and maintained reports, dashboards and monthly packages.
- Provided training on dashboard and package development to team members and management.
- Optimized schedules, forecasts and other tools to present to management.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Managed real-time inbound call traffic across multiple contact center locations.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Managed over 5000- 12000 customer calls per day.
Quality Assurance Analyst
IContact
Johannesburg
01.2018 - 01.2019
- Created and achieved product quality objectives and met product specifications.
- Fixed identified issues to increase productivity and boost workflows.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Assisted teammates in developing skills necessary to grasp application concepts and tool suite.
- Mentored and coached team members on QA topics and strategies.
- Reported progress, test metrics and results to project stakeholders.
- Adhered to standardized software quality assurance best practices, policies and processes.
- Managed over 5000-12000 customer calls per day.
Workforce Real Time Analyst ( Supervisor)
Conduent
johannesburg
10.2016 - 01.2018
- Managed real-time inbound call traffic across multiple contact center locations.
- Provided training on dashboard and package development to team members and management.
- Optimized schedules, forecasts and other tools to present to management.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Prepared and maintained reports, dashboards and monthly packages.
- Managed over 5000-12000 customer calls per day.
- Optimized schedules, forecasts and other tools to present to management
- Managed real-time inbound call traffic across multiple contact center locations
- Prepared and maintained reports, dashboards and monthly packages
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business
Customer Service Specialist
South African Breweries (SAB)
Johannesburg
10.2015 - 09.2016
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Provided primary customer support to internal and external customers.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Resolved concerns with products or services to help with retention and drive sales.
- Maintained and managed customer files and databases.
- Managed over 5000-12000 customer calls per day.
Workforce Real Time Analyst
Inter - Active Technologies
Johannesburg
02.2010 - 11.2014
- Prepared and maintained reports, dashboards and monthly packages.
- Optimized schedules, forecasts and other tools to present to management.
- Provided training on dashboard and package development to team members and management.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Managed overtime, shift swaps, breaks and PTO requests.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Managed real-time inbound call traffic across multiple contact center locations.
- Managed over 5000-12000 customer calls per day.
Education
GED -
Trinity Secondary School
Johannesburg 01.2009 - 12.2009
Some College (No Degree) - Supply Chain And Logistics
College SA
Johannesburg 03.2018 - 11.2023
Some College (No Degree) - Business Management
Milpark
Johannesburg 02.2023 - Current
Skills
Resolving issues
undefinedTimeline
Some College (No Degree) - Business Management
Milpark
02.2023 - Current
Workforce Real Time Analyst
Innovation Group
06.2021 - Current
Workforce Real Time Analyst (Supervisor)
Call Force
02.2019 - 05.2021
Some College (No Degree) - Supply Chain And Logistics
College SA
03.2018 - 11.2023
Quality Assurance Analyst
IContact
01.2018 - 01.2019
Workforce Real Time Analyst ( Supervisor)
Conduent
10.2016 - 01.2018
Customer Service Specialist
South African Breweries (SAB)
10.2015 - 09.2016
Workforce Real Time Analyst
Inter - Active Technologies
02.2010 - 11.2014
GED -
Trinity Secondary School
01.2009 - 12.2009
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