08/06/2025 updated
100 % available
Workforce Management Professional with 15+ Years Experience in BPO Environments
Cainta, Philippines B.S. in Interior Design
Data AnalysisBusiness CommunicationBusiness EfficiencyBusiness Process ImprovementCall CentersCapacity PlanningData VisualizationInterior DesignForecastingHuman ResourcesDay TradingHabilidades TelefónicasService-Level AgreementSketchUp (3D Modeling Software)Stakeholder ManagementSchedulingPerformance MonitorKpi Reporting
Workforce Forecasting & Capacity Planning
Expert in creating volume forecasts across 600-1,000 FTEs, analyzing historical data and external demand drivers to optimize staffing levels and prevent over/understaffing.
Real-Time Queue & Intraday Management
Specialized in real-time monitoring of staffing performance, making intraday adjustments to align with service level targets and forecasted call volumes to ensure SLA compliance.
Data Analysis & Performance Reporting
Advanced skills in generating comprehensive performance reports with detailed data visualizations, enabling stakeholders to make timely, informed decisions for operational efficiency.
Workforce Management Tools
Proficient with industry-standard WFM platforms including IEX, eWFM, and Verint for scheduling, forecasting, and performance monitoring.
Telephony Systems
Experienced with Avaya telephony systems for call center operations and monitoring.
MS Office Suite
Advanced skills in Excel, Word, PowerPoint, and Outlook for data analysis, reporting, and business communications.
SLA/KPI Performance Monitoring
Expert in tracking and analyzing key performance indicators to ensure adherence to service level agreements and drive continuous improvement initiatives.
Expert in creating volume forecasts across 600-1,000 FTEs, analyzing historical data and external demand drivers to optimize staffing levels and prevent over/understaffing.
Real-Time Queue & Intraday Management
Specialized in real-time monitoring of staffing performance, making intraday adjustments to align with service level targets and forecasted call volumes to ensure SLA compliance.
Data Analysis & Performance Reporting
Advanced skills in generating comprehensive performance reports with detailed data visualizations, enabling stakeholders to make timely, informed decisions for operational efficiency.
Workforce Management Tools
Proficient with industry-standard WFM platforms including IEX, eWFM, and Verint for scheduling, forecasting, and performance monitoring.
Telephony Systems
Experienced with Avaya telephony systems for call center operations and monitoring.
MS Office Suite
Advanced skills in Excel, Word, PowerPoint, and Outlook for data analysis, reporting, and business communications.
SLA/KPI Performance Monitoring
Expert in tracking and analyzing key performance indicators to ensure adherence to service level agreements and drive continuous improvement initiatives.
Languages
EnglishNative speaker
Project history
Created volume forecasts for 600-1,000 FTEs, analyzed demand drivers, delivered performance data with variance analysis, led forecasting reviews, and streamlined workforce data maintenance processes.
Tracked project metrics for lighting fixture installations, conducted risk analysis, and managed stakeholder reporting to improve transparency and accountability.
Analyzed historical trends to forecast headcount needs, improved scheduling processes to reduce staffing gaps, trained staff on workforce management best practices, and monitored KPI data.