Remofiloe Tshepang Makinta
Workforce Management Analyst
17 Leslie Avenue, Douglasdale, Sandton
Summary
Dynamic Workforce Real Time Analyst with proven expertise at Dash BPO in enhancing service level performance through strategic workforce allocation and KPI monitoring. Skilled in analytical problem-solving and proficient in Microsoft Excel, I excel at generating insightful reports and optimizing staffing to meet operational demands effectively.
Overview
3
3
years of professional experience
Work History
Workforce Real Time Analyst
Dash BPO
10.2023 - 04.2025
- 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.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Prepared and maintained reports, dashboards and monthly packages.
- Worked with management to develop strategic and tactical plans to meet different requirements.
Junior Analyst (WFM)
Merchants SA
01.2022 - 10.2023
- Provided administrative support to senior analysts and department professionals.
- Generated standard and custom reports to provide insights into business performance.
- Enhanced scheduling accuracy by monitoring call volumes and adjusting staffing levels accordingly.
Education
High School Diploma -
Fourways High School
Fourways, South Africa 04.2001 -
Skills
- Workforce management
- Service level agreements
- Queue management
- Intraday management
- Analytical skills
- Strategic planning
- Performance management
- Microsoft Excel proficiency
- Business reporting
- Workforce management tools
- KPI monitoring
Timeline
Workforce Real Time Analyst
Dash BPO
10.2023 - 04.2025
Junior Analyst (WFM)
Merchants SA
01.2022 - 10.2023
High School Diploma -
Fourways High School
04.2001 -
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