Sheraz Ejaz

Real Time Analyst @G4S

Manchester, GB

Worked on multiple DWP service lines such as Pensions, Winter Fuel, Jobseekers Allowance, Debt Management, NINO, NBFH, and PIP/DLA- Monitored real-time inbound traffic data and made resourcing adjustments as necessary using Genesys Pulse and WFM- Worked alongside team leaders, operation managers, resource planning, and systems managers to drive operational productivity adherence to maximise service levels and minimise work queues- Proficient in analysing data and executing tactics to support the completion of intraday resource planning to mitigate potential service line failures- Produced multiple daily Excel and Sheet reports such as intraday updates detailing SLA progression throughout the day, Shrinkage reports to send to operation managers for a clearer understanding of forecasts for the day, Sickness reports, Offline time, etc- Chased agent real-time adherence and updated schedules throughout the day for accurate reflection of figures on reports.