Iván Quintana
Analista de Planeación - 8 años de experiencia
Talento
Guatemala City, Guatemala0Miembro desde 20 de noviembre de 2022
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Sobre mí
8 años de experiencia en la industria de BPO dentro del área de Workfoce (Real-Time, Reporting, Forecasting, Planning, Leadership), avalan el respaldo de conocimiento, procesos, implementaciones y experiencia para desarollarme dentro del área solicitada
Experiencia
WFM REAL-TIME SUPERVISOR - NOV 2021 - NOV 2022 - TELUS INTERNATIONAL
- Real-Time management, strategy alignment for Onshore TELUS LOBs- Look for efficiencies & opportunities to generate savings to our Onshore Partners
- Ensure an adequate delivery at an Interval level
PRODUCTIVITY & EFFICIENCY SENIOR ANALYST - APR 2021 - OCT 2021 - PROMERICA
- Create and deliver Daily, Weekly, Monthly Performance Reports- In charge of leading the WFM Department for the Contact Center (Forecasting, Resource Planning, Scheduling, Reporting, Real-Time)
- Guidance & support to improve areas of opportunities within all of the areas of the Contact Center
WFM RESOURCE PLANNING SUPERVISOR - FEB 2020 - APR 2021 - TELUS INTERNATIONAL
- Coordinate and distribute the resources of the accounts so that in an effective way we are able to meet the weekly required hours- Ensure proper & efficient distribution through the different intervals of the day,
- Ensure that performance metrics remain within the established targets, without impacting EBIDTA's results
WFM REAL-TIME SUPERVISOR - JAN 2019 - FEB 2020 - TELUS INTERNATIONAL
- Ensure proper delivery of all the different reports needed by Operations, Workforce, and the Client- Deliver adequate and timely visibility of the performance of the different accounts managed
- Guiding the Real-time team in building analysis to increase productivity and drive efficiencies
WFM RESOURCE CAPACITY PLANNER - APR 2017 - DEC 2018 - TELUS INTERNATIONAL
- Build short, medium and long-term projections so that an account remains in optimal conditions in terms of requirements and capacity- Create scenarios and simulations that can impact decision-making on Hours of Operation, Service Level Targets
- Generate simulations to optimize and maximize the available resources to maintain healthy and stable staffing
- Create reports to provide visibility of the weekly and monthly performance of the different lines of business
- Provide recommendations and suggestions in regards of the forecasted call volumes to ensure adequate staffing within Operations
WFM REPORTING ANALYST - FEB 2016 - MAR 2017 - TELUS INTERNATIONAL
- Keep all reports updated, as this provides the necessary visibility for Operations- Create and maintain Payroll, Bonuses, Billing, Performance Results reports and make sure that financial projections are always up-to-date
WFM REAL TIME ANALYST - APR 2015 - JAN 2016 - TELUS INTERNATIONAL
- Maintain order and appropriate assignments within the different skills that CSRs handle- Provide constant visibility of the performance that is being delivered in an interval, day, week, month
- Maintain a balance in call quality and wait times
- Provide visibility through different reports, and monitor the call volume queue to ensure there is no impact on the different KPIs set
