My objective as a Real time/ Intraday/ Workforce Analyst is to assist clients and my company in making more informed intraday decisions. By analyzing complex data, optimizing schedules and locating issues areas, I help them perform to better standards.I have the ability to optimize schedule, analyze complex intraday processes, identify areas for improvement, and recommend solutions to increase efficiency and productivity. I have excellent problem solving and critical thinking skills, and I am able to communicate effectively with both technical and non-technical stakeholders to drive projects forward.• Strong knowledge of and experience with real time tools: Workforce management tools Cloud WFM, WFM desktop application, Genesys, ELCDB application, Power BI.• Understanding of CMS Avaya tools to analyze the data and SAP Salesforce.General business acumen, including reporting and analysis, presentation skills, and organizational abilities. • Strong knowledge and experience in creating reports, Solve IT tickets. Strong Email communication for providing feedback and update.• Excellent knowledge of ADP Workforce and Dayforce (Ceridian) applications, schedule changes, absences, offline activities while managing all telephony/email requests within Customer Operations • Scheduling tool - WFM, Community, Avaya, Salesforce/SAP, Workday, Verint, Dayforce, ADP, Genesys, Attendance adjustment tool, BMS, NICE IEX and Five 9.• Quality control (ISO 9001)• Manage and respond real-time to multiple email requests• Review, coordinate, and approve administrative tasks such as offline time off (e.g., technical issues, employee follow ups, meetings, etc.), vacation, floater days, extra hours, voluntary time off, MTO, shift modifications, other forms, etc. • Efficiently optimize schedules (via daily optimization) to efficiently schedule planned offline activities • Coordinate with IT and Management Team daily regarding real-time requirements and troubleshooting issues • Collaborate with all Workforce Management Team to ensure department standards, KPI factor and system issues are managed. • proficiency in Microsoft Office (Outlook, Excel, PowerPoint, Word, OneNote, OneDrive, etc.)