John Christian Magno

Wanderlust; During my free time, I like to stay outdoors because nature for me is the best place to recharge; Sports enthusiast

Resource Optimization Team Lead

June 10, 2019 - present

Google Operations Center

Bonifacio Global City, Taguig, Philippines

• Makes decisions about vendors’ day-to-day operations, including management of work assignments and information between shifts as well as workload, staffing, and capacity planning approaches.
• Maintains database of vendor performance, forecast and KPI scores.
• Participates in the screening, hiring, and training of newer members to the team and department.
• Analyzes enterprise-staffing trend and recommends actions to vendors so they could meet targets and relevant KPIs.
• Analyzes intraday statistics, enterprise and vendor-specific performance, service levels, and scheduling data to recommend courses of action in balancing service levels and actual utilization in alignment with business and staff requirements.

March 10, 2014 - June 3, 2019

VXI Global Holdings B.V.

Quezon City, Philippines

• Partakes in daily, weekly and monthly business review meetings among key stakeholders. 
• Creates and maintains a record of past staffing and volume trends, and manages these data in a workforce database system for forecast creation and business analysis.
• Manages the implementation of different programs/accounts from a forecast, capacity planning, scheduling and real-time/intraday perspective.
• Provides consultation to operations with regards to staffing and volumes, utilizing staffing models and actual trends.
• Works with operations to develop processes for shift types, vacation and other schedule exceptions strategies to ensure that client requirements are met.
• Coordinates with other departments (i.e. HR, operations) to identify hiring strategies and required tour groups for new programs and attrition replacements.
• Responsible for selecting, training, developing, and managing performance of direct reports, providing prompt and objective coaching.

November 8, 2008 - November 9, 2013

NCO Group Philippines

Quezon City, Philippines

• Acts as the central point of contact for all workforce-related concerns including schedule exceptions and adjustments. 
• Participates in daily, weekly and monthly sync up with Operations leaders to discuss performance takeaways and provides pertinent action plans or recommendations to meet KPIs. 
• Active involvement in the hiring process/screening of new hires.
• Keeps track of subordinates’ performance record and provides relevant coaching, upskilling and/or training. 
• Reviews the process and accuracy of forecasts, capacity plans and schedules produced to further identify improvement and efficiency opportunities.
• Provides a staffing, planning and scheduling analysis on a weekly basis together with the scheduling team. 
• Works directly with the client and site operations team to build staffing strategies that take into account all possible variables that may affect staffing and call volume projections.
• Monitors and analyzes call patterns, intra- and inter-day activity and makes adjustments as needed in real-time to ensure optimal productivity and efficiency. 
• Documents system-wide issues and prepares reports (regular and ad hoc) needed in analyzing the program’s performance. 
• Creates/modifies policies and procedures implemented in Operations. 
• Monitors call traffic to meet required call-handling, adjust call routing configurations or staffing levels on a real time basis as needed to ensure account metrics are met. 
• Pro-actively communicates and follows-up with Operations to execute all planned and real-time activities. 

Bachelor of Arts in Multimedia Studies