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Genesys Cloud CXPower BIExcel (advanced)Erlang CForecastingScheduling
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Layla Hassan
Workforce Management Analyst
WFM analyst with 5+ years running real-time queue performance for multi-channel contact centres. I turn Genesys exports into decisions leaders act on.
EXPERIENCE
Senior WFM Analyst
2023 – PresentRegional Health Group · Dubai
- •Cut abandon rate from 6% to under 3% across voice and chat.
- •Built automated SLA reporting that saved ~10 hours weekly.
- •Forecast staffing for 7 queues with 95% accuracy.
Contact Centre Analyst
2020 – 2023Telecom Co. · Abu Dhabi
- •Owned adherence and conformance reporting for 120 agents.
- •Designed Power BI dashboards adopted by three departments.
EDUCATION
B.Sc. Business Analytics
2016 – 2020United Arab Emirates University · Al Ain