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hasandataenter

Hasan Mahmood

@hasandataenter
Pakistan
About me
Struggling with overstaffing, high shrinkage, or missed SLAs? I help contact centers and growing support teams optimize operations, cut labor costs, and achieve predictable performance through data-driven Workforce Management (WFM). How I Help Your Business: • Long-term Capacity Planning & FTE Forecasting • Strategic Shift Scheduling & SLA Optimization • Real-time Intraday Queue Monitoring • Custom Excel & Power BI WFM Performance Dashboards I bridge the gap between operational data and business goals to keep metrics green and agents balanced. Message me today to get started!... Read more

Skills

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hasandataenter
Hasan Mahmood
Offline • 

See my services

Data Cleaning
I will provide expert workforce management wfm forecasting and scheduling
From$15 / projectMore details

Portfolio

Work experience

Walmart

Senior Workforce Analyst

Walmart • Full-time

Feb 2023 - Present • 3 yrs 9 mos

Overview: Built an Excel/Power BI operational dashboard to track real-time agent adherence, staffing variance, and intraday volume spikes. Key Features: • Visual adherence tracking (Aux usage, late logins, out-of-adherence alerts). • Automated planned vs. unplanned shrinkage calculator (PTO, training, absenteeism). • Real-time SLA variance alerts for rapid contingency actions. Impact: Improved overall agent adherence from 78% to 88% in 60 days, recovering ~12 hours of productive time per agent monthly.