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zoya_hafeez

Zoya

@zoya_hafeez

Workforce Management

Pakistan
English, Urdu
About me
I’m a Workforce Management and Real-Time Analysis (RTA) supervisor at Ibex Global, Lahore. I support ride-hailing and digital service brands including TEMU, BOLT and Careem (UAE and Pakistan). I’ve led a team of real-time analysts and worked with service level management, Genesys, and productivity optimization. I turn live data into clear decisions, so your queues stay healthy and your agents stay productive..Feel free to drop your messages for your needs. Your desired product at your doorstep.... Read more

Skills

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zoya_hafeez
Zoya
Offline • 
Average response time: 1 hour

See my services

Project Management
I will optimize your contact center workforce management and sla
From$30 / projectMore details

Work experience

ibex

Workforce Management Lead

ibex • Full-time

Dec 2022 - Present • 3 yrs 10 mos

Supervise workforce management and real-time analysis (RTA) for ride-hailing and e-commerce accounts including TEMU, BOLT and Careem (UAE and Pakistan). Lead a team of real-time analysts, monitor live queue data to spot trends and risks, protect service levels (SLA), and improve agent productivity and adherence. Work with the Genesys framework and build reports in Power BI and Excel. Also part of Ibex’s Red Club, organizing employee engagement and CSR events.