mohd dirar
Customer Service / Support
Services offered
With progressive experience across Workforce Management, Workforce Planning, and Business Analysis, I have built a strong foundation in forecasting, capacity planning, attrition modeling, and multi-channel workforce strategy supporting large-scale contact center operations (Voice, Chat, Chatbot). I currently support planning and analytics functions in a data-driven environment, translating complex operational data into clear, actionable insights for leadership and strategic decision-making.
Experience
Highly analytical Workforce Planning and Business Analytics professional with 4+ years of progressive experience across Real-Time Analysis, Workforce Management, WFM Leadership, and Business Analytics within large-scale, multi-channel contact center environments (Voice, Chat, Chatbot). Proven expertise in forecast modeling, capacity planning, scenario analysis, and leadership storytelling, enabling data-driven decision making in fast-paced, dynamic operations. Strong collaborator with Operations, Analytics, and Leadership teams to deliver accurate forecasts, optimized staffing plans, and SLA stability.
Education
Degree in Business Administration with E-commerce
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